Terms and Conditions

Last Updated: 01/01/2025

Welcome to Crystal Coven. These Terms and Conditions govern your use of our website and services. By placing an order, you agree to be bound by these terms.

1. General Terms

By using our website and purchasing from us, you confirm that you are at least 18 years old or have permission from a parent or guardian.
We reserve the right to update or modify these terms at any time without prior notice.

2. Ordering & Payment

All prices listed are in £/pounds and include applicable taxes unless stated otherwise.
Orders are only processed once full payment is received. We accept payments via Credit/Debit cards, ClearPay and Paypal.
It is the customer’s responsibility to ensure that all order details, including shipping information, are accurate at the time of purchase.

3. Shipping & Delivery

We aim to dispatch all orders within 3 business days.
Shipping times are estimated and may be affected by factors beyond our control, such as postal delays, customs processing, or unforeseen circumstances.
Customers are responsible for providing the correct shipping address at checkout. We are not liable for orders lost or returned due to incorrect addresses provided by the customer. If an order is returned to us due to an incorrect address, the customer may be required to pay additional shipping fees for reshipment.
In cases where an order is marked as “delivered” but has not been received, the customer should contact the courier directly. We are not responsible for stolen or misplaced deliveries.

4. Lost, Damaged, or Returned Orders

If a package is lost in transit, we will work with the courier to investigate, but we are not responsible for replacing or refunding lost orders unless covered by shipping insurance.
If an order is returned to us due to a failed delivery attempt or incorrect address, we will notify the customer. The customer may choose to have the item resent at their expense or receive a partial refund (excluding shipping fees).
If an item arrives damaged, customers must notify us within 48 hours of receiving their order, providing clear photos of the damage. We will assess whether a replacement or refund is appropriate.

5. Returns & Refunds

Our returns policy is outlined separately Here.
Items eligible for return must be unused, in original packaging, and returned within 14 days of delivery.
Custom or personalized items are not eligible for return unless they are faulty or incorrect.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

6. Cancellations & Order Changes

Orders can only be canceled or modified within 3 hours of placing the order. After this period, cancellations or changes may not be possible.
We reserve the right to cancel any order due to suspected fraud, stock shortages, or other unforeseen circumstances. A full refund will be provided in such cases.

7. Liability & Disclaimer

We are not responsible for any indirect, incidental, or consequential damages arising from the use of our products.
Product descriptions and images are provided for reference only. Colors and sizes may vary slightly due to screen settings and manufacturing differences.
We make no guarantees regarding product availability and reserve the right to discontinue products at any time.

8. Intellectual Property

All content on our website, including images, text, logos, and graphics, is the property of Crystal Coven and may not be used, copied, or distributed without prior permission.