Terms & Conditions

Terms of Business Ordering An order can be placed in several ways. Through our online ordering system, by phone, fax, email or post. Crystianne make every effort to ensure that all these methods are fully operational at all times. However we cannot be responsible for delays or losses caused by failures of any of the above methods. We will NOT accept orders outside of the UK and Northern Ireland unless and until we are totally satisfied as to the authenticity of the customers identity and validity of personal and financial details. In this regard customers may be requested to provide additional information which may give rise to delay in dispatch of goods. Sizes It is the customer’s responsibility to ensure that the relevant sizes are checked before ordering goods. Each page on the website shows approx dimensions and sizes. If in doubt please contact us to confirm your sizes and dimensions. We cannot accept any responsibility for additional costs accrued to the customer for incorrect ordering. Custom sizes/special orders When ordering custom sizes from us we are completely reliant on correct measurements supplied by you. We will not incur charges resulting from customers giving incorrect measurements. Acceptance Your order is an offer to buy from us. Our formal acceptance of that offer is only on dispatch of goods. At any point up until that time we reserve the right to decline to supply the goods to you without justification or redress. Dispatch Normal dispatch is within 5 working days of your order. Special orders/custom sizes, out of stock items may take longer. In the event of a stock item being unavailable the customer will be notified by email with the option of refund or up to 28 day delay which may be required, due to the unique nature of our goods and need to have fabrics hand woven. We will NOT accept orders outside of the UK and Northern Ireland unless and until we are totally satisfied as to the authenticity of the customers identity and validity of personal and financial details. In this regard customers may be requested to provide additional information which may give rise to delay in dispatch of goods. We reserve the right to take up to 28 days for dispatch. But shall not be liable for loss occasioned by delay in delivery arising out of any cause beyond our control. At busy periods we reserve the right to extend the dispatch period. If we cannot deliver within this time we shall notify you immediately and try to agree an alternative date with you. We will always give an estimated dispatch date. Each item that you order will have an “availability date”. This will be one of the following: • Available – dispatched within 5 working days of the order being received, or • Temporarily out of stock - normally dispatched within 14-28 working days of the order being received Delivery will be made to the address specified by you on the completed order form. In the UK we normally ship by Royal Mail first class post; or Royal Mail special delivery where the customer has chosen that option. Royal Mail special delivery will require a signature, and you will need to ensure that someone will be at the address to sign for your goods. In Europe and Rest of the World we dispatch by Airsure/Airmail of items up to and including 2kg. Before processing the order for any items over 2kg to Europe and Rest of the World please contact us for up to date courier rates. We cannot be held responsible for delays to goods in transit or in customs howsoever caused. If an order is late you can email us or phone us to instigate an enquiry. Dependant upon the method of shipping a tracking number may or may not be available. Wherever possible we will make every effort to locate your parcel and effect delivery. You are required to notify us with 3 days of receipt of your goods if the parcel is damaged in any way. Authenticity and colour matching All of our fabrics are handwoven by individual craftsmen and as a result this may give rise to slubs and occasional variations in colour and in the weave. This is quite normal and authenticates the handcrafting of the item. If you are not satisfied with the quality of your genuine purchase then you are at liberty to return the goods under the terms of our returns policy. All our products come with a gift tag outlining aftercare/washing instructions. If you are in any doubt concerning these or need further information then contact us by email at info@crystianne.com Customers should be aware that different computer monitors and their subsequent colour settings may result in product colour varying slightly from what they see on screen. Subsequently, we cannot accept liability for such occurrences. In any event customers do have the right to return goods under our Returns Policy. Returns and Exchanges If you are not entirely delighted with your purchase then the item can be returned to us within 7 days of receipt. Before returning goods you must contact us by phone or email, and all return postage and packaging is met by the customer. The goods must be in the original saleable condition; they must be unused and not washed or damaged in any way and retained in the original packaging. The goods must be dispatched to reach us within 7 days of receipt by you of the goods. The customer is responsible for the safe return of goods to us and is responsible for any goods lost or damaged in transit. We will refund you for the cost of the goods only or we will exchange for comparable goods. Returned goods that are used, washed or damaged in any way will not be accepted and returned back to the customer, and you will be charged for the packing and shipping costs of returning the goods to you. After 14 days from dispatch refund or exchange is entirely at our discretion. Custom made items/special orders are only returnable in cases of faulty workmanship or incorrect make. Please discuss with us before ordering these items. Warranty All products supplied by Crystianne are warranted for 30 days from date of dispatch for stitching and workmanship. We are not responsible for normal wear and tear, damage or mistreatment, damage due to washing or neglect to adhere to our after care instructions. Cancellation Cancellation of orders can be accepted prior to shipping by phone, fax, or though our online ordering system. Custom made orders/special orders will be subject to a 15% cancellation fee after 3 days of order or if work has started whichever is the sooner. Payment We accept Visa, Mastercard, Switch, Delta and solo Credit cards through WorldPay, as well as American Express. You can also pay by Paypal. UK customers can pay by personal cheque and postal orders. We reserve the right to make any enquiries we see fit to ascertain the validity of credit cards and to refuse credit card payments. You may be asked to provide additional information to validate card purchases. Payment from credit cards will normally be taken as goods are dispatched. Custom made orders/special orders will be charged for when ordered. Payments by cheque will delay dispatch for 10 working days or whenever the cheque is cleared. Customer Privacy We keep customer details on our secure database. Details are kept in compliance with the UK Data Protection Act. We do not make any customer details available to anyone else. Terms and Conditions The above terms and conditions are the basis of our offer to our customers and shall be governed and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts. They do not affect your statutory rights. Intellectual Property The content of the Crystianne site is protected by copyright, trade marks, database and other intellectual property rights. You may retrieve and display the content of the Crystianne site on a computer screen, store such content in electronic form on disk [but not to any server or other storage device connected to a network] or print one copy of such content for your own personal, non commercial use, provided you keep intact all and any copyright and proprietary notices. You may not reproduce, modify, copy or distribute or use for commercial purpose any of the materials or content on Crystianne site with written permission from Crystianne. No license is granted to you in these terms and conditions to use any trade mark of Crystianne or its affiliated companies including, without limitation, the trade mark Kingdom Products International Ltd.