Buying Crystal from The Crystal Lodge (London) Ltd
We are a stockist of retired Swarovski crystal and NOT a brokerage. Everything listed as “in stock” on our website is owned by us and is available for you to purchase immediately. If there is only one item and you purchase it – it is yours, and the item will become listed as “out of stock" on the website until we restock. As soon as your payment clears, we will send you the item. In most cases, despatch will be on the same day or the next day. Yes, its as quick as that! For UK clients, this means that if you order early, we can post to you same day! Dependent on the value of the parcel for UK orders we use either Special Delivery (which is guaranteed to arrive next working day by 1pm), or 1st class recorded delivery (which in most cases is also a next day service). We frank our own mail and it is picked up from our premises each weekday evening.
Can’t find the pieces you are looking for?
Our policy is to keep our website full of photographs and information for reference, so that you can explore, research and identify pieces easily. However, we do run out of things at times, but we keep a guide price on the item's shop page, and the piece will be easily identifiable as "out of stock" as the "add to cart" button will have those words superimposed across it. You can, however, alert us to your requirement for the piece by using our Crystal Detective feature. Select this option, complete the short on-line form, and automatically alert us that wish to purchase the piece/s of crystal selected – you do not need to complete any method of payment as no money will be taken from you at this point. We will then search for the item on your behalf, alerting you when it becomes available, and you will have the option of purchasing it before it goes into general stock. For most items, we can find them very quickly as we have various collections on our books, and its just a case of talking to a seller and asking them to send their items to us. For rarer items, we will enter the details onto our database and as soon as we find that item, our database will alert us as the item is put into stock, that you are seeking this item and we will give you first refusal. The time limit for Crystal Detective requests, in most cases, is one month, and the request will be automatically cancelled at that point.
Crystal Detective services
If there is a piece you are looking for which you cannot find on our website, then please contact us with details of the piece you are seeking so that we can look for it on your behalf. While we stock large amounts of crystal, it is possible that, by their very nature, the rarer, more sought-after pieces don’t turn up in collections for a while, and we have to wait longer than usual until we can find someone willing to sell us that piece. So, again, this is where our “wanted” list system can help. Simply let us know which piece(s) you are seeking, and we will actively seek it out for you. We have “crystal contacts” around the world who will help us locate items.
There is, of course, no obligation on your part, but we would ask that you are realistic about the piece(s) that you add to your “wanted” list. If you decide against purchasing the piece, we can then offer it to the next person on the list. Some really wonderful pieces are sold this way each year – they never reach our Price List, so it is good way to get to the front of the queue! If you should change your mind, or find the piece you wanted yourself in the meantime, please remember to let us know so that we don’t contact you about this piece in the future, and can offer it to another collector.
PLEASE NOTE: We often have several Crystal Detective items that we are looking for concurrently. We can have 30 ongoing cases to "investigate" - some are found and just need to be sold to original client, others are at the "find" stage, some we are having more trouble with. One thing we can't do is to keep reporting back to the client where there is a lack of progress! We just don't have time to conduct searches and do everything else if we are going to report back negatively on a regular basis. The more we call people's mobiles, the more costs we have to add to the price of the item once we find it, so its not great for the client either! It would be completely non-cost effective to do this on a very small, say Crystal Memories item. So, to keep costs and time spent to the absolute essentials, ie locating the item, this is how we feel our time is best spent, concentrating on the search and finding the item for you, instead of telling you we can't find it! This is another reason why we have set an automatic time limit on searches. We find to continue indefinitely is usually a waste of time as if there is a long delay, the client has got fed up and doesn't want the item, or simply ignores our e-mails. So, to let us concentrate on getting things for people quickly we need to keep searches to the essential ones.
Frequent users of the Crystal Detective service are happy that we don't keep calling them to say, sorry we've not found it yet and say they would find it irritating if we did as the minute they heard from us they would assume success! We only send out e-mails to those who use Crystal Detective service via this medium, to acknowledge your request, and ask any questions we need to at the outset, after that, the next e-mail you receive should be "Crystal Detective - success" in the heading. This is the way we feel we can provide a fabulous level of customer service to you. The vast majority of our searches are successful, but of course, we can never guarantee any search, or give you a timescale for success. It just doesn't work like that!
To avoid fraud, all our crystal is marked with a unique security symbol. This will come off easily with soapy water. However, if you wish to return the crystal for any reason, we will not accept it unless it still displays our original mark. If you purchase a piece from our non-mint/non-perfect section, these are sold “as is” and may not be returned.
All values are in GB pounds sterling, and all payments must be made in GBPs. We operate a flat rate postage/shipping charge, set at 3 levels: UK, Europe, international. This fee is per order, not per item, however, for European and international orders this only covers items which are individually less than 2kg in weight. For items over 2kg, you will need to ask for a shipping quote ahead of purchase as these items are over the airmail limit and will need to be sent via courier.
You have the right to cancel within seven days of receipt of the goods. If you do cancel your order, we will return your full payment upon the return of the items. Our security mark MUST be present on the crystal in order for you to receive a refund.
We are happy to accept orders from outside the UK, just place your order and pay flat rate shipping charge. There are 2 rates, one for Europe, one for rest of the world - see our delivery page for full details. While these flat rates apply to most items and combinations of small items - they do not apply to items which individually weigh over 2 kg each. Such items will need to be sent via courier as they are deemed too large to be sent via airmail. Therefore, you will need to ask for a postage quote before buying large pieces.
The Crystal Lodge (London) Ltd accepts no responsibility for any customs charges incurred. If you need to do a quick currency conversion ahead of purchasing, here's a website where you can perform a real time currency conversion: www.xe.com.
Customs and duty charges outside the UK
Please be aware that any items which The Crystal Lodge despatch to buyers outside of the European Union may be subject to customs/import duties when they reach the destination country. If you are ordering from outside the EU, you should research how much this could add to the cost before purchasing, as sometimes this can add 1/3rd to the cost of your items. Please do not ask us to undervalue the insured value or customs value of a parcel as for us to do so would be fraudulent, and if the goods were damaged in transit, we would be unable to make a full claim as a result.
Inspection and Cleaning
Every piece of crystal in stock has undergone our thorough in-house inspection and cleaning process. Any item with even the most minor imperfection is graded as “not perfect” – only top quality, mint items pass our inspection process – guaranteed.
Not perfect pieces
Inevitably buying collections means that we will find non-perfect pieces. However, these will be listed entirely separately from the perfect stock, graded for level of imperfection and priced accordingly.
We grade using 4 levels of imperfection, as follows:
Grade A = Minute damage or damage that can’t be seen when displayed.
Grade B = Small amount of damage.
Grade C = Noticeable chips and scratches.
Grade D = Deep chips and scratches.
We accept all major debit and credit cards for mail order/telephone and internet purchases, including American Express. There is no additional handling fee/surcharge for using your credit card or debit cards at The Crystal Lodge.
We accept PayPal payments, any payment you make to us will go to firstname.lastname@example.org.
As you proceed through the checkout process, you will be given the option of going to WorldPay or PayPal. The choice is entirely yours - we have no preferred method of payment.
We can also accept cheques from UK buyers, which should be made payable to “The Crystal Lodge (London) Ltd”. Cheques must be in GB pounds.
We also accept payment via bank transfer. There really is no escape!!!
Crystal is despatched Monday to Friday, and for items which are “in stock” we aim to despatch same day or next day to you wherever possible, providing your payment has cleared. The office is closed at weekends and all on Bank Holidays which apply to England.
For UK clients, the majority of our orders will be sent by Special Delivery or 1st class Recorded delivery. For overseas clients, “airmail/international signed for” or "airmail/track and sign" service will be selected. We always used a signed for service for crystal.
We purchase crystal from sellers and stock it – we actually own the crystal that is for sale - so your transaction is solely with us – no third party is involved. We never pass your details onto anyone else.
We take security very seriously. Our website has the latest secure technology to keep your information safe. One of our 2 payment gateways is operated by WorldPay and is totally secure. It is part of the NatWest banking group, along with Streamline who process our telephone orders via the manual terminal we have in the office. If you make a telephone order, giving us your card details, once the transaction has been processed through the manual terminal, we shred your card details immediately. Our second payment gateway is PayPal and this is also totally secure. If you require further details of a more technical nature, you can visit their websites at: www.worldpay.com and www.paypal.com. We have also Trustwave accreditation for additional reassurance.
We comply fully with the Data Protection Act and are registered with the Information Commissioner’s Office, which ensures that we handle your personal details safely and securely, using a mixture of common sense and also following their examples of best practice.
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