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ORDER ISSUES

I’m missing an item from my order, what do I do?
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact us with the order number and the missing item’s name and code number. We will resolve the issue for you as quickly as we can.

What do I do if I receive a faulty item?
We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please EMAIL our Customer Care team with:
        The order number
        The faulty item's name and number
        A description of the problem

We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

Can I cancel my order after I have placed it?
If you wish to cancel your order please call us.
You have 2 hours from placing your order to cancel it.
After this time orders cannot be cancelled.

Can I amend my order after I have placed it?
If you need to amend your order or change delivery options, delivery address or payment method please call us within 2 hours of placing the order by email.

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PRODUCTS/ STOCK


Can you give me more information about your product?
We try to give you as much useful info as we can about all our products, including:
        A detailed description
        Lots of pictures
        How the sizing works
        How to care for your item
If you require any more information please don’t hesitate to get in contact with us:

Where can I find care instructions?
Care instructions for kba crystal glassware:
Do not:  Wash in a dishwasher or in water hotter than 40 degrees C.
Do not use abrasive detergents. Do not dry over heat (e.g. on a radiator)

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TECHNICAL


I’m having trouble signing into my account?
Unless you just wish to make a single purchase, it is in your interests to create an account and then sign in before you shop with us.
If you receive a message that says your email address/password isn't recognised, follow the steps below:
        Make sure you are using the same email address and password you registered with.
        If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link, within the hour normally, that will allow you to create a new password for your account.
        If after this you still can’t sign in, email us giving as much detail as you can about the issue including screenshots of any error message you get and what you’ve done so far to try to resolve it. We'll get back to you with a solution as quickly as possible.
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RETURNS/ REFUNDS


What is your returns policy?
Please check details of each product before placing your order.
All items are made to order and are therefore non-returnable and non-refundable. Personalised items cannot be repaired.
Refunds are only available if the product is broken or has a fault - normally due to delivery issues.

Faulty Items
If the item is faulty please contact us and we will arrange for a replacement to be supplied or you have 28 days from receiving your order to return it to us for a full refund. This only applies if the item is broken during the delivery process.
Any faulty items returned after the 28 days WILL NOT be refunded.
All items will be inspected upon return.

How do I return my parcel to you?
You can return your parcel using any delivery service.
The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly, is insured and can’t get damaged on the way.

Can I return an item for an exchange instead of a refund?
You can return your item for an exchange within 28 days, as long as the new item has the same product code as the original product you ordered. If you want to exchange for a different style, the price of both must be the same as the price at which you bought the original product.

If the item is out of stock in the style or quantity you have opted for, then a refund will be processed instead and you can re-order from the webshop.

If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.

How do I know if you’ve received my return?
It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to us and processed.

As soon as we've processed your return we'll send you an email, letting you know whether a refund or exchange is due and when you can expect it. This is usually within 1 working day of receiving your return into our warehouse.
Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method.

If your returns haven't reached us after the returns timeframe, please get in touch using one of the contact options below so we can help you further.
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PAYMENTS


How can I pay for my order?
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

How do I use Paypal for my order?
To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes a few minutes to open a PayPal account and it's free.
As soon as your PayPal account is set up, log into your account choose the option to pay with Paypal. You will then be directed straight to Paypal to proceed with payment. Other payment systems are available but Paypal is our preferred provider.

Why pay with PayPal?
It's safer: It allows you to shop at thousands of websites without sharing your financial details.
It's faster: You do not need to type in your card details, you can check out in a few clicks.
It's easier: All you need is an email address and password to pay online.

Can I place an order via telephone?
Yes, call us and we can take your order over the phone.

Our opening hours are 9.00am - 5.00pm Monday to Friday.
 
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DELIVERY


What should I do if my order hasn’t been delivered yet?
If your order hasn’t been delivered within 7-14 working days from the date you placed your order please call us or email us at: info@kbacrystal.com

My order status is still ‘processing’ when will it be shipped?
If the status of your order is showing as 'order processing', it means that we're busy producing your order and will inform you when it is ready to be sent out. You'll receive an email when we send your order letting you know that your order has been shipped.

What happens if I’m not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once.
Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place (that you can provide when ordering), or when they will try to redeliver or give you details on how to collect it.

Can I have my parcel re-directed to a different address?
For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel. You may then be able to contact them to arrange re-directed delivery.
 


 
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