Frequently Asked Questions
1) Do you only crystallise mobile phones?
At CRYSTALROX we welcome any item, from mobile phones to clothing, furniture and even car accessories! Virtually any surface can be covered on a wide range of items so please contact us and we can let you know if we are able to bling up your items!
2) How do I send my item for customisation?
Once you have agreed on the design and price, as quoted by CRYSTALROX, fill in the orderform which can be downloaded here and we will provide postage details for the studio so that you can send your item in.
Please note that all items MUST be sent via Royal Mail Special Delivery (next day signed for) with insurance - we will not be held responsible for any item sent that doesn't use this service as it is the safest and most reliable service available.
All orders must be agreed and booked in to the studio before the item is sent in - we will not accept any deliveries without prior agreement. Once we have received your item, we will email you to confirm receipt so that you know it has arrived safely at its destination!
3) How long will it take to crystallise my item?
The time scale required to crystallise your order will be advised when your order is placed. As each item is crystallised by hand, it is a delicate process and the crystal cement used also requires at least 24 hours to dry out, however at CRYSTALROX we pride ourselves on being efficient! Therefore as an approximate guide, please see below:
Phones / Cases - 4 days (from day of receipt to you receiving your item back)
Clothing / Accessories - 6 days (from day of receipt to you receiving your item back)
Misc items such Furniture/Art etc - please contact us for a detailed time scale
4) How do I choose my design?
Please refer to the product gallery where you can view various designs in every colour under the rainbow! You can view the SWAROVSKI colour chart to select your desired colours. Our most popular current designs include the clients's initials, stars, SWAROVSKI pearls and favourite colour requests include pinks, blues and irridescent effects. If you can't see a design or colour you are looking for then just contact us and we will be happy to help.
Please view the official SWAROVSKI colour chart here.
5) How do I know that CRYSTALROX only uses SWAROVSKI crystals?
At CRYSTALROX we pride ourselves on offering the best service possible, using only the finest tools and products. For ultimate sparkle, we ONLY use SWAROVSKI crystals as they are world renowned for their beautiful diamond-like sparkle and resilliant nature. SWAROVSKI crystals are instantly recognisable and used by luxury brands and designers because of their ability to throw off multi faceted light, creating an unbelievable sparkle. SWAROVSKI crystals are available in hundreds of shapes, colours and sizes so if you are after a particular type of crystal to be used in your design then please contact us and we will do our best to source it for you.
CRYSTALROX is currently in the process of also obtaining branding approval from SWAROVSKI directly so that you will also be able to recognise in writing that we are an official retailer using genuine SWAROVSKI crystals - this authentic packaging will be confirmed shortly.
6) Do you offer a guarantee for your service?
We want you to be 100% happy with your customised product and if you have a problem, we hope that you will feel comfortable to contact us and we will do our very best to assist you and try to resolve any issues you may have. Due to the nature of our service, refunds are not offered, however, if on the rare occasions a crystal comes loose then we offer a complimentary repair service for our clients up to 3 months from the cutomisation date. All crystallised items need to be treated with care and if this is followed, your item should stay in tact for approximately 1 year. Please note that we will NOT repair items beyond 3 months from the date that they were crystallised.
7) Can I return my item?
As stated above, due to the bespoke nature of our service, we do NOT offer refunds.
8) How do I pay for my item?
You can pay by cheque - made payable to 'CRYSTALROX LIMITED' - PLEASE ALLOW 5-7 DAYS FOR FUNDS TO CLEAR
BACS transfer is also accepted, details available upon request.
9) Does my item come gift wrapped?
Yes, your CRYSTALROX bespke customised item will be packaged beautifully making it the ideal gift - either to yourself or to someone else!
All items are sent out in a gift box, lined with luxury tissue paper and CRYSTALROX logo satin ribbon. Phones will also be packaged in a protective organza drawstring pouch for added luxury.
10) How do I track the status of my order?
Once your order has been dispatched from the Studio with Royail Mail, you will be sent your unique reference number so that you can track the progress of your parcel as it makes its way to you! All parcels will be sent via Special delivery which guarantees a next day service with insurance so that your item is safe. Please track your item on the Royal Mail website - www.royalmail.com
11) Do you accept international orders?
Yes, we are happy to welcome our International clients. Please contact us for further information.
CRYSTALROX Terms & Conditions
About these Terms and Conditions
In these terms and conditions ‘we’ and ‘us’ shall mean CRYSTALROX.CO.UK and ‘you’ shall mean you the client. These terms and conditions together with acceptance of your order constitute the contract between us and you for the supply of customising products supplied by the client. No other terms and conditions shall apply. The contract cannot be varied unless we agree to vary it in writing.
Acceptance of Terms
Accessing the contents of CRYSTALROX.CO.UK and other sites belonging to CRYSTALROX.CO.UK means that you are agreeing to the terms and conditions set out herein and that you accept our privacy policy.
Modification
CRYSTALROX.CO.UK reserves the right to alter any part of this agreement without notice, so we therefore recommend that the terms and conditions are regularly checked. By using the website or mail order service you are accepting this agreement.
Product Description
CRYSTALROX.CO.UK reserves the right to alter, amend or remove products from the price list and website without liability.
Accuracy
Every effort has been made to ensure that any information on the website is accurate, however no warranty is given as to the accuracy of the information provided.
Price and Payment
The prices you see on the website will need to be confirmed in a final quote between you (the customer) and CRYSTALROX.CO.UK at the time of placing the order.
Value Added Tax
All prices quoted are inclusive of VAT. If you are outside of the EU then you will not be liable to VAT.
Order Acceptance
When you place an order, you make an offer to us to purchase the product(s) you have selected based on these terms and conditions. We may or may not accept your offer at our discretion. However if we do not accept your order we will notify you by telephone or via email correspondence, providing you have given us valid contact details to be reached on.
Delivery
Your order will be dispatched within the time frame specified at the point of order confirmation. However orders placed on a weekend/UK Public Holiday will not be processed through the studio until the next available working day. Orders in the UK will be sent out by Royal Mail Special Delivery (with insurance)* which will need to be signed for. If no one is available to sign for the delivery then it is the client's responsibility to rearrange collection for another time with Royal Mail, CRYSTALROX.CO.UK will not be held responsible for deliveries that cannot be signed for.
*Please note that Royal Mail advises between 1-2 days for this recorded delivery service. International deliverys should expect to take longer, this will be advised at the time of order.
All items sent by CRYSTALROX.CO.UK are insured to the value of the goods at the point of customisation by CRYSTALROX.CO.UK so that this will cover any loss to the client that may incur in such circumstances. Please note that CRYSTALROX.CO.UK cannot be held responsible for any goods lost in transit sent by the client and it is the client’s responsibility to insure and suitably package their goods to ensure they arrive to the CRYSTALROX studio safely and in tact. Goods sent to CRYSTALROX by the client must be sent by Royal Mail Special Delivery with insurance only.
Law
English law will apply to the contract between us and the English courts will have jurisdiction in the case of any dispute. Any dispute that cannot be settled through negotiations shall be subjected to Sole Arbitration under the London Chamber of Commerce and rules there under. Such Arbitration shall be conducted in London.
Liability
Liability for any direct, indirect or consequential loss or damage from use of the products is excluded to the extent permitted by law. Your statutory rights will not be affected.
Returns Policy
CRYSTALROX.CO.UK does not accept returns nor will we issue refunds.
Repair Service
CRYSTALROX.CO.UK will provide a complimentary repair service to the client if the product in question is proved to have not met the usual CRYSTALROX standards. In this rare occasion, once the Designer has been alerted, the client will need to return their item (at the client's cost) by Royal Mail Special Delivery back to CRYSTALROX.CO.UK for inspection.
Contact will then be made between CRYSTALROX.CO.UK and the client to agree a reasonable solution. If CRYSTALROX.CO.UK concludes that items have simply been misused, purposely damaged or have been damaged through general wear and tear based on the natural life cycle of the product then the complimentary repair service will not be offered to the client. This service will only be offered at the discretion of the Designer at CRYSTALROX.
Repairs will be assessed on items up to 3 months from the original custmisation date - after this 3 month period, the complimentary service will not be offered. Repairs on older items are available at the discretion of CRYSTALROX.CO.UK at a small cost, please contact CRYSTALROX.CO.UK regarding this matter
All returns are evaluated before being processed. Your statutory rights of repair are unaffected. Goods that are received back to CRYSTALROX.CO.UK broken, damaged or sent in error will not be accepted and CRYSTALROX.CO.UK will not be held responsible.
Security
CRYSTALROX.CO.UK will take all reasonable steps to ensure that any information you provide (via email or otherwise) as a result of your access to this Website is kept secure‚ but please remember that‚ because of the nature of the internet‚ the security of emails cannot be guaranteed. There is no guarantee that any emails sent will be received by us.
Copyright
CRYSTALROX.CO.UK prohibits any individual or company from reproducing the content or images from this site. All copyright is owned by CRYSTALROX.CO.UK and legal action will be taken if these conditions are disregarded.
