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Our Policy
We accept returns or exchanges for items returned in their original condition and packaging within 14 working days of receiving the item. We will accept exchanges and returns for sale items. However, we regret we are unable to accept returns for discontinued styles of shoes and handbags, dyed or bleached shoe or handbags, pierced earrings or necklace sets including pierced earrings and bespoke orders made to your specific requirements unless deemed faulty.
We will only accept returns if we have been notified within 7 working days of you receiving the product that you wish to obtain a refund or exchange. We require all goods to be returned to us within a further 7 working days (a total of 14 working days from delivery to you). All returns must include all the original packaging including all enclosed parts.
If shoes have evidence of being worn without foot socks or scuffed/pitted soles due to not trying on a carpeted surface these are not deemed suitable for refund or exchange. Please do take extra care of all goods to ensure they remain in the same perfect new condition as despatched, unless you have decided to keep them as failure to do so will be classed as your acceptance of the goods.
We will only allow a maximum of TWO pairs of shoes per order for style comparison purposes. However, this does not include any shoes which have to be ordered directly from our supplier in which case we will contact you to inform you of this or require further information about shoe sizes and styles which you are ordering. We reserve the right to reject an order if we suspect that a customer is taking advantage of our returns policy.
If you are exchanging an item, we will not charge additional postage unless your original order incurred Europe or Overseas Postage. In this case, the relevant postage charge will apply to send the exchange pair to you.
If you are returning an item for refund or exchange, we regret we are unable to refund postage and packing unless the items are found faulty and / or being replaced - in this case we shall cover any costs of returning the items and replace them for you. Should you require a refund only, we are not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us.
We require all returns to be sent by Royal Mail Recorded Delivery, Special Delivery or equivalent overseas signed for insured postage service. This will ensure that you are compensated should your goods be lost or damaged in transit. If an item is lost in transit as a result of being sent by Standard Royal Mail first or second class post, we will not be able to process a refund for the item.
Any returns or exchanges accepted by Crystal Prom Accessories will be credited via your original method of payment. The credit or difference in amount for an exchanged product will be credited / debited accordingly not including any original postage costs. If your returned item does not have a returns form enclosed or any enclosed parts are damaged or missing, this will result in a delay in processing your refund and in certain cases, credit may have to made via postal cheque. Please allow longer delivery and payment refund times for exchanges or returns being processed from an overseas order.
If you qualify for a free gift, please note that the free gift must be returned if every item in your order is returned. Your refund will not be processed until the free gift has been returned.
How do I return an item?
- Please inform us via email: order@crystalpromaccessories.co.uk within 7 working days of receiving the product that you wish to obtain a refund or exchange the item.
- Print and complete the returns form using the link below or request a copy of the returns form to be sent to you by post:
Please Click here to Download Return Form
- Enclose the returns form with your parcel ensuring that all shoes, jewellery or accessories are in their original gift box / shoe box with packaging. We require all goods to be returned to us within 14 working days from delivery to you.
- We will send you an email to confirm that your item for exchange has been despatched or that your account has been credited with a refund.
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