Unopened crate
If the service arrives unopened and unused, write within 7 days of delivery. We arrange a prepaid return and refund the goods once the crate is inspected.
House policy
Returns & exchanges
Crystal is packed as a gift. We still take it back when the cut or the crate is wrong.
Transit damage
Photograph the outer carton, the inner lining and the broken piece before you discard anything. Send the photos on WhatsApp. We replace the piece or the set.
Wrong cut / wrong service
If the SKU does not match the quote, we exchange at our cost. Custom foil, initials or a cut made to your drawing cannot be exchanged unless we mis-cut it.
What we cannot take back
Glasses that have been washed, filled or used at table. Missing pieces from a set. Returns after 14 days unless we agree in the original thread.
Start every return on WhatsApp with the order note and photographs. A quote in chat is the record.