Frequently Asked Questions

Please look through the following questions and answers; if your question isn't answered here, please contact me

How do I order?
To order an item shown on this website, please click the ‘Add’ button on the page for the item you would like.  This opens up a secure Paypal shopping cart page and adds the item for you.  You can either click ‘Continue Shopping’ to take you back to the Crystallery website if you want to look at other items, or  ‘Proceed to Checkout’ and you will be taken through to Paypal where you can select your payment option (including credit or debit cards) and then enter your payment details – just follow the instructions shown.

If you have any specific requirements, such as colour or size, you can enter these during the payment process in a Comments box or you can email me with full contact details and your requirements.  (Please note, pieces will be made to the design, colour and size as stated in the item description unless otherwise requested in the order).  As each item is individually handmade, there may be slight differences from the photographs.

Please note that your payment details are not seen by Crystallery; the transaction is handled within Paypal’s secure website – all I receive are your order and address details. Once payment has been confirmed, I will contact you with timescales for delivery.

What if I don't want to use Paypal?
Payment can be made via cheque. In this case, you would submit your order via email - simply provide me with your name, address, order details and colour/size preferences. I will confirm the total amount due via email, and you would then need to send payment via a cheque. (This option may take longer as I have to allow time for the cheque to clear before proceeding with the order).

What if I would like a different colour?
Most of the jewellery can be made in a range of colours - please see the list on the Colours page for examples.  Monitors can show colours differently, so if you need to match colours exactly, please contact me and I will be happy to help you.  Some crystals (for example the Flower or Teardrop crystals) are only available in certain colours – these are also listed on the Colours page.  Swarovski also make their crystals with a range of coatings, for example AB coating provides a rainbow effect, whilst Satin coating softens the colour so this may be an option you want to consider.
Please note:  Canteloupe crystals are different in that they change colour depending on the light – from greens to pinks to greys.

What if I would like a different size?
If you need the item in a different size, please provide measurements.  Most pieces can be made shorter or longer without affecting the design.  For necklaces and bracelets, the measurements should be from the end of the clasp to the first fastening ring. All necklaces and bracelets have an extender chain which measures approximately 1.5” (6 cm). Earrings are measured from the bottom of the fishhook or post.

Please note, tiaras are made on a standard size tiara band.

Do you do commissions / bespoke jewellery?
Yes, if you do have a special request, please contact me and I will work with you to design a piece of jewellery to suit your requirements.

How long will it take to receive my jewellery?
Each piece is especially handmade to order, and therefore takes a little time!  Under normal circumstances you should allow up to 3 weeks to receive your jewellery, but I will confirm exact timescales following receipt of payment.  For example, during the Christmas period, timescales may be slightly longer.  Please order early wherever possible! – however, if you need your jewellery for a particular date, then please add the details to your order, and I will let you know if it is achievable.  

How will my jewellery be presented?
All jewellery will be presented in an organza bag together with suggested care instructions. Tiaras will be boxed. All items will be carefully packaged to prevent damage.

How much will postage and packaging cost?
£2.95 for orders under £35, sent via UK Recorded Delivery
£4.95 for orders £35 and over, sent via UK Special Delivery

If you require delivery outside of the UK, please contact me for a postage cost before placing your order.

What if my order doesn't require postage?
Payment via the Paypal shopping cart automatically adds on postage costs, and does not currently provide an option for you to remove this. However, if your order genuinely does not require postage, the postage cost will be refunded to you immediately on receipt of your order by me.

How will my jewellery be sent to me?
UK orders up to the value of £35 will be sent via Recorded Delivery; those over £35 will be sent via Special Delivery.  A signature will also be required on delivery for both.

What if I am not happy with my jewellery?
If for any reason you are not completely satisfied, please return it to me (within 7 days of receipt) by Royal Mail Special Delivery, stating the problem and whether you would like an exchange or a refund.  Please include the original packaging, and ensure that the item(s) are packaged securely.

Privacy
When you place an order, your payment details are transferred directly to Paypal for immediate authorisation.  Crystallery does not see your payment information at any point.  Paypal only forwards your name, address and email details to Crystallery to enable me to deliver your goods.

The information Crystallery holds about you (name, address and email details) will not be sold, shared or used for any purposes other than those described above.  Crystallery respects your privacy and will treat all your personal information as confidential.

Caring for your jewellery