Frequently Asked Questions
How long does it take for a Premium Quality product to be delivered?
Premium Quality products are hand made to order and so can take up to 4-6 weeks to be delivered. If your requirements are more urgent, please email us firstname.lastname@example.org or call +44(0)1229 584 400.
How long does it take for a Factory Outlet product to be delivered?
Factory Outlet products can take up to 2 weeks to be delivered, but are often much quicker. If your requirements are more urgent, please email us email@example.com or call +44(0)1229 584 400.
What is a Factory Outlet product?
Crafting our products by hand means that a proportion of our products are classified as ‘Factory Outlet’ quality, sometimes known as slightly imperfect. Cumbria Crystal Factory Outlet products have minor flaws that mean they are below our exacting standard required for a Premium Quality product.
Can I have a product engraved?
Yes, as long as there is enough clear glass without a cut on the product it can be engraved. We offer a bespoke engraving service ideal for gifts. If you are interested in having a product engraved please email firstname.lastname@example.org.
Where do you ship to?
We ship to any UK address and internationally. For international rates that are not listed at checkout, please email email@example.com.
Will my details be secure?
We are committed to safeguarding your details. We use the information we collect on the Cumbria Crystal website to process and fulfil your orders and notify you of your order status. By entering into an agreement with us when you place an order, subscribe to our newsletter, entered a competition, prize draw or used a voucher code supplied by us or on our behalf, you have consented to this use of your data.
What do I do if my items are faulty or damaged?
If an item in your order is faulty or damaged, please contact us as soon as possible and email an image of the item to firstname.lastname@example.org. We will then send you a replacement piece.
How do I return an item?
Please do not return any faulty or broken items unless we request for you to do so, then we will refund the postage cost to you. If you aren’t happy with the product, or it doesn’t suit your needs, please send any items to Bethany Graham-Kevan, Cumbria Crystal, Unit 4, Canal Head, Ulverston, Cumbria, LA12 7LB with your order sheet, the postage costs incurred for this will be your own.
How do I view my order details?
Customers can access all of their account information via the ‘My Account’ button. Should you have any difficulties accessing this, please contact us.
Can I amend or cancel an order?
We will always try to accommodate changes but can only oblige if the goods are still with us and have not been prepared for delivery. Engraved orders that have been engraved cannot be cancelled or amended.
Where can I purchase Factory Outlet products?
You can purchase from either the ‘Factory Outlet’ section of our online shop or our physical Factory Outlet Shop at Cumbria Crystal, Unit 4, Canal Head, Ulverston, Cumbria, LA12 7LB.
Can my chipped glass be repaired?
Usually, we are able to repair chips on our products. Contact email@example.com for a quote and to arrange the repair of your glass.
Can I get a replacement piece?
If the design you have at home isn’t included in our current collections, we can often reproduce the design on request.
Where can I buy from a retail store?
Cumbria Crystal – Ulverston, David Shuttle – Beaconsfield, Fortnum & Mason – London, Hamilton & Inches – London, Heals – York, Scully & Scully – New York, Thomas Goode – London, Rossiters of Bath – Bath.