We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need to provide the receipt or proof of purchase. We only accept returns from the person who bought the item.
To start a return, please contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address: Returns, Cumbria Crystal, Unit 4, Canal Head, Ulverston, Cumbria, LA12 7LB, United Kingdom
Before returning anything please contact us first. If your concern is about the condition or quality of goods we will ask for detailed photographs to be e-mailed first. Please let us know your web order reference number so we can assess your concern more quickly. If it is necessary to return your goods for inspection we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please ensure any goods to be returned are carefully packaged Cumbria Crystal accepts no liability for goods lost, or damaged in transit.
Once returned goods are received they will be inspected by our Head of operations and Quality Control who has 30 years' experience grading hand-made crystal. Her decision regarding quality and fitness for purpose if final and absolute. If concerns are upheld then replacement goods, or a refund will be offered. If the concern is not upheld then the cost of returning the goods rests with the client.
Please note that Cumbria Crystal products are completely hand-made and hand-cut using 2000 year old processes. Small variations in weight, size are not therefore automatically faults. We do not use automated processes or machinary that would standardize production, the ethos of the company is that we make the best crystal exclusively by hand. Furthermore, within reason, small bubbles, chord or stone are not automatically faults as they are an inherent part of the traditional making processes we specialise in and traditional tools we use. It is not possible to list all possible variations as this is a craft process. For example a small bubble may be acceptable in the base of a heavy vessel, but would not be acceptable near the rim of a drinking glass, hence the requirement for each item to be individually reviewed. We melt glass in traditional hand-made clay crucibles from its raw materials and go to great lengths to make the glass as perfect as possible and we do not rush production in the search of higher yields. Our glass is not made in large industrial furnaces melting 100-300 tons per day, or in platinum crucibles, both of which by their nature make a different quality glass to traditional clay-pot melted crystal. Within reason minor variations in our crystal from the melting and blowing process, or the movement of a human hand whilst cutting the glass are they definitive sign that the glass is unique and completely hand made.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products we have crafted specially for you, or goods that have been personalised ie. engraving. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.