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Terms and Conditions
Terms and Conditions
Prices include VAT where applicable. If you are VAT registered you can request a VAT invoice by email or phone.
We do not have a minimum order value.
We’re passionate about the service we offer and that includes our approach to security. Maintaining your privacy is a priority which is why we use Sage Pay (formerly Protx), a third party payment specialist. They’re the largest independent payment processor in the UK and are compliant to the highest level in payment card industry data security standards (PCI DSS), so you can be assured that all the information you enter is safe and secure.
We won’t capture or store your card details and once you have entered your card number into a payment page securely hosted by Sage Pay, all sensitive data is encrypted and sent to the banks for processing.
Once your transaction has been submitted, you will be automatically redirected back to our site where you will receive a confirmation regarding your order.
Through Sage Pay, we have also enabled 3D Secure (Verified by Visa and SecureCode by MasterCard). This is an additional check to confirm no one but you is using your card. This box will appear and ask you to enter a selection of characters from your password e.g. first, third and fifth character. So don’t be alarmed if this additional check appears.
  
We can also accept card payments over the phone - 01743 791853. We use Sage Pay (Protx) Secure to process telephone payments.
We also accept payment by Paypal, or by Cheque or Postal Order.
Paypal - It is now possible to pay with your Paypal account via our secure payment processor Sagepay - at checkout select pay by credit card and you will be presented with a list of debit/credit cards plus the option to pay with your Paypal account. You must already have a Paypal account to use this option.
Alternatively If you wish to pay by Paypal please select pay by cheque or telephone and then contact us either by email: payments@thecrystalphoenix.co.uk or phone 01743 791853 to request a Paypal invoice.
If there is no-one available to take your call please leave your name and the best number for us to call you back and we will phone you as soon as possible.
If payment is by cheque we will post your order as soon as the cheque has cleared. We treat Postal orders as cash.
We will usually post your order within one to two working days of receipt of your payment and we always obtain a certificate of posting. We post daily Monday to Friday. If your order is urgent or you would like it posting the same day please either phone or email us - we are happy to help. Please note that selecting Special Delivery will not guarantee that your order is dispatched the same day as this depends on what time your order is placed.
Stock levels - We check our stock regularly and try to make sure that items are only listed if we have them in stock. Occasionally the level shown may not be correct. We will always re-order these items and can usually have items back in stock within 10-14 days usually sooner. If we are not able to send all your order we will inform you by email and you may then choose whether to back order the balance, choose an alternative or a refund.
We are always happy to discuss your order by email:support@thecrystalphoenix.com or phone (01743 791853 or 0772 5364223)
DISCOUNT - We give 5% discount for orders over £120.00 - this will be automatically deducted at checkout.
UK P&P - this option is for postage to United Kingdom addresses (Valid UK Post codes) and most BFPO addresses only.
For orders up to £45 we charge a flat rate of £2 only
UK Recorded Delivery - £2.80
UK Special Delivery - £6.00
UK Special Delivery (Saturday) - £8 (Royal Mail charge extra for this guaranteed service)
Selecting Special Delivery does not guarantee same day dispatch - we are happy to help if you contact us by email or phone and if possible we will dispatch the same day.
Special Delivery is for orders up to 2kg - over 2kg the cost is £21.65 and we will contact you with alternative options.
Courier Service - £6 - We now have a courier service available for UK Mainland. This excludes Highlands and Islands, Channel Islands, Isle of Man and Ireland as unfortunately the costs are much higher for these areas.
FREE UK delivery for orders over £45
Europe (Includes Ireland-Republic) P&P = £6 GBP for up to 300g
International P&P = £10 GBP based on International signed for for a weight of up to 400g
NB - We are unable to ship orders to the USA and Canada
Import Duty - Orders delivered outside of the EU may be subject to Import Duty and Taxes depending on the value/country. This cost is the responsibility of the purchaser.
We are happy to refund any excess charged if your order weight/value results in lower p&p cost. If your order weighs in excess of these values and costs exceed £6-Europe or £10-Rest of World we may contact you to request the additional cost. Some heavier items have additional p&p costs which will be added at checkout.
It is important to us that you are happy with your purchase and we ask that you contact us as soon as possible if there is any problem with your order so that we can resolve the issue.
We offer a 100% refund (less P&P costs) if you decide to return any item you have purchased from us. Items cut to size such as chain or wire are excluded from this offer. Please contact us before returning any items. Items should be returned unused and in the original packaging within 7 days of receipt. You should obtain a certificate of posting or use a tracked postage method such as Recorded Delivery. If an item is faulty we will refund your postage for returning it to us (1st or 2nd class post) once has been returned to us and we confirm the item is faulty.
If Royal Mail are unable to deliver your item they will usually leave a card advising you to contact your delivery office to re-arrange delivery or for you to collect your package. This is usually because a signature is required or the package won't fit through your letter box. If you do not contact your delivery office within the time stated on the card, Royal Mail will usually return the item to the sender. If this happens and your order has to be re-sent the cost for re-sending the order will be charged before the order can be re-sent. Alternatively you will be offered a refund less the original postage cost incurred by us.
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