Is your Swarovski crystal in perfect condition and does it come with the original Swarovski box and certificate?

Yes, all our Swarovski crystal is mint and boxed with certificate, unless specificially stated otherwise. We stock our crystal – The Crystal Lodge is NOT a brokerage, so we can guarantee this! Please remember that Swarovski stopped producing the generic certificates for their items at the end of 2009, and therefore certificates cannot be sent for those items as they were never part of the package.

Crystal is checked first on it arrives here by two people, and then it is stored until it is ready to be despatched. We then check it again - someone who was not involved in the initial check does this, just in case anything has come adrift etc in the meantime. So, you can buy with total confidence.

The only thing that we can’t say for sure is that the more vintage items have the little pictorial label on the box. In the early days of the silver labels, they didn't stick to the box lids very well and often came adrift. Additionally, because all the boxes were the same in the "old days", many retailers just tore off the label and put the item in any Swarovski box as it was quicker when the store was very busy. Not so much of a problem these days with the newer style labels and more bespoke boxes. So, if this is important to you, e-mail us before you order so we can check we have a labelled box in stock. Please remember that you are sometimes buying a previously owned product and therefore the boxes may not be as pristine as the crystal. We send the best quality box we have for the piece, but do not send any box which we would not be happy to receive ourselves. 99.9% of items will have their pictorial label on, too.

What does retired Swarovski crystal mean?

Retired Swarovski refers to those pieces which are no longer in production by Swarovski. Items which will no longer be produced by Swarovski are announced twice a year and once stocks have been exhausted the piece is referred to as either discontinued, retired or out of production - all of which mean the same, ie they are no longer available from Swarovski stores and retailers (the primary market). Our company is the leading secondary market Swarovski specialist in the UK, and we only buy and sell the retired and discontinued pieces which cannot be found in the shops, which is all those pieces which are no longer in production by Swarovski.

Are items brand new / have they ever been displayed?

We source our items in many ways, so sometimes they can be brand new, other times they may have been pre-owned. We normally have multiples of pieces in stock and we don't differentiate between them or make a note of where each individual piece came from. Often we see auction site sellers listing retired pieces as "brand new", however, we prefer not to use this terminology as it is misleading when an item has been discontinued from production. We also don't ever use the phrase "never been on display" - there is no way of knowing for sure that this is the case, even if an item has been sourced direct from a retailer. If we don't know for sure, we neither presume or assume!! It is possible that we might lose sales this way as we are not prepared to simply tell the client what they want to hear, when we have no idea of knowing whether this is the case or not. Others might feel it appropriate to do this in order to secure a sale. We prefer to preserve our integrity - we are honest sellers and intend to stay that way. How many times do you see people who say "never been out of the box" and there it is, sitting next to the box in the photo?!! Exactly!

Do you buy Swarovski jewellery, watches, accessories and/or can you provide valuations for these pieces?

No, our business is strictly Swarovski crystal figurines and crystal functional items, we do not buy jewellery, watches or accessories and we have no specialist knowledge of these products, so cannot provide valuations for them either. If you wish to sell your Swarovski collection, please refer to our Selling Swarovski page for all the information you need.

Do you ship Swarovski crystal internationally?

Yes, we do. We are based in London in the UK. We are happy to ship internationally, however, we cannot ship any item which weighs more than 2kg individually overseas within our "flat rate" postage rate as this only applies to goods which can travel by airmail (ie those under 2kg). So things like Isadora and the Wonders of the Sea trilogy or the large Coral display for Paradise need to go by courier and you will need to request a shipping quote from us before proceeding with your order. This is because our fixed postage rates allow for airmail rates, not courier rates which we would have to use if we were sending items this size. If there is something you need that is labelled as UK clients only, we would be happy to get a shipping quote for you. With the exception of those individual items over 2kg in weight, our postage rates are set at a flat rate per order (not per item) as follows:

UK (including Channel Islands) FREE!!!
European destinations £12 per order
International (other than Europe) £15 per order

UK delivery is usually one to two working days. Special Delivery is a next working day service (before 1pm).
European destinations usually 3 working days (best to allow 5 at busy times).
Overseas destinations normally within 7 working days (best to allow 10 at busy times).
Courier services for large orders/very heavy items going overseas vary, but tend to be quicker than the airmail rates specified above.

How can I check the price in my own currency?

Because The Crystal Lodge (London) Ltd is UK based, the transaction with us, via our payment gateway providers (WorldPay and PayPal) will be conducted in GB pounds. If you are unsure what this means in terms of your own currency, there is a great currency conversion website here:


Is it safe to order on-line with you?

Yes! Your card details are processed by WorldPay, we do not see those details. Their security systems are second to none. Alternatively you can opt to pay via PayPal. Our PayPal address is sales@thecrystallodge.co.uk. You will be presented with both options when you reach the checkout stage. Again, this is a really secure method of payment.

Can I order by phone using my credit/debit card?

Yes, you can! We use WorldPay virtual terminal in the office - another sign that we are a long-standing, reputable company. We don't currently process Amex cards this way, although you can use your Amex card on-line via PayPal.

Can I pay by cheque?

We prefer not to receive payment by cheque.

Can I pay via bank transfer?

Yes! If you wish to use this method of payment, just contact us for details and we will e-mail you all the necessary information you need to make your transfer quick and simple.

How quickly do you despatch items?

Because we stock our own Swarovski crystal, orders can be despatched in virtually all cases on the same (working) day or the next day (dependent on when the order was placed) – its as quick as that. So much quicker than using a brokerage service – ie no waiting for a seller to send the item to the broker for checking, which they might not do very quickly, and then the broker (who has never seen this piece of crystal before) finds its no good and has to return it and ask someone else on the list to send their item to them (which might be more expensive) and then waiting for it to be sent to you!

We have our own franking machine, and our mail is collected daily by Royal Mail (Monday to Friday) which means The Crystal Lodge receives priority service from the Royal Mail, and therefore you receive your parcels more quickly.

What despatch methods to you use? Can we track our package?

For UK clients we use recorded delivery and special delivery for all our parcels. Rarely do you need to track anything as they arrive so quickly! But we are happy to send you the tracking reference if you would like it.

For overseas clients we use airmail/international signed for service, and we will e-mail you the tracking information as soon as we have it. We cannot guarantee how quickly items will be with you, and in some cases, of course, the item will be held up at Customs on arrival at destination country, which can add a few more days to the time. It normally takes around 3-5 working days for orders to Europe, and somewhere between 7-10 working days for rest of world for parcels sent via Royal Mail services.

For large orders, we use UPS for both national and international parcels, and once again, we can provide you with a tracking reference and an estimated date for delivery.

Do you despatch orders every day?

Royal Mail: If your order arrives early enough we can despatch same day, in most cases UK clients receive packages next day. Orders which arrive later are despatched the following working day.
UPS: For larger orders which require courier collection, they will normally leave the next working day after the order to give us the necessary time to collect and pack your items and then book in with the courier service, often the cut-off for booking is around 12pm, so we do need an extra day for this.
Weekends: We do not post orders out at weekends or on any Bank Holiday which applies to England. Our mail is picked up by Royal Mail from The Crystal Lodge premises each weekday just before 4pm and taken to the Sorting Office. Any orders placed over the weekend or late on Friday are therefore despatched on Monday. However, because franked mail (which ours is, of course) gets priority treatment, it tends to arrive more quickly than if we used unfranked mail. So a franked parcel leaving here on Monday will arrive same time or earlier than unfranked mail despatched on Saturday from the Post Office! We know - we've tested it! We also don't despatch on any days which are not Saturdays, but for which a (Royal Mail) Saturday service applies, ie Christmas Eve, New Year's Eve etc.

Why are items on the website that are not in stock?

This was a conscious decision on our part. We wanted to leave the photos and descriptions up on the website so that the website could be used as a reference guide for Swarovski collectors. You won't find another website where you can see all the retired Swarovski crystal products and the current Swarovski pieces all in one place with photos and information about them. If you are interested in an item which is out of stock – you can’t pre-order it, as we never take your money in advance if we don’t have the goods. However, the guide price is there to give you an indication about the cost of the item should we be able to locate it for you. Again, this sets us apart from brokerage companies who hold onto your funds for several weeks, sometimes months, before you see your crystal. However, you can drop us an e-mail using our "Crystal Detective" tab and let us know the Swarovski pieces you are seeking, and we will look for them for you. Once we have them in stock and checked for condition, we will contact you and give you first refusal to purchase them. Pre-ordered items do not go on the general website, they are placed in the “pre-order” area for you to purchase ahead of others. All we ask if that if you change your mind, you let us know immediately!

When did Swarovski introduce the swan logo?

The swan logo was introduced in 1988, prior to that most silver crystal items (although not all paperweights and occasionally a few other items) were imprinted with a blocked SC logo, and the Swarovski Crystal Society logo was an edelweiss. However, other product ranges, including Crystal Memories and also the annual Christmas ornaments did not bear any Swarovski logo until they were added to all products from 1995 onwards. For that reason, it is quite possible to find Crystal Memories and other items manufactured before 1995 which do have the Swarovski logo applied to them. The first Swarovski Christmas ornament to bear the Swarovski swan logo is the 1995 ornament.

Where is the insurance valuation guide?

Click the insurance/valuations tab at the top of the page. The options will drop-down and you'll be able to see and download the guide and also read about the specialist Swarovski collector's insurance policy which we recommend. Our insurance guide can be downloaded (free of charge) in Excel format. Using Excel allows you to enter the quantities of items that you have in your collection and adds up the total for you. You may also like to download a second copy to use as your Swarovski wish list.

Why is the insurance guide only in UK currency?

The value of Swarovski crystal varies from country to country so a straightforward conversion doesn’t work. Our knowledge base is the UK, and our guide is based on sales/prices achieved in that market only.

You have been in business a long time, others fall by the wayside - why?

Well, obviously we don't want to give away any secrets, but its clear that anyone can set up a company with a DIY website in a matter of a few days - and can disappear with your money just as quickly!

We are a Limited Company rather than a sole trader/partnership, our full company name being "The Crystal Lodge (London) Ltd". We felt that because of the nature of the high-end product that we sell, being a Limited Company and having a bespoke website was the only way to go, rather than a cheap DIY one where every website looks the same. The alternatives wouldn't have demonstrated a high level of commitment to the company or indeed to our clients, particularly when they may, potentially, be ordering some very high value items. One thing that people want with on-line transactions, in particular, is to have full confidence in the company they are purchasing from.

Things to avoid when buying a product from any website, particularly when buying expensive products like Swarovski are home-made/DIY websites, lots of pop-ups and adverts, people who only offer you only a mobile telephone number for enquiries, and people who can't offer credit/debit card transactions on the phone. If they don't invest in a decent website, have a proper landline phone in an office location or can process card transactions via virtual terminal or a manual terminal in their office via a company like WorldPay, then the chances are they are not really interested in good customer service, could be operating part-time out of a garden shed or such-like, and even have the potential to disappear overnight with your money! Equally if PayPal is their only method of payment, that isn't a great sign of commitment to their potential customers.

We are the only company in the UK who Swarovski recommend to their collectors who are seeking to buy or sell Swarovski crystal which is retired or rare. We are proud and highly honoured to have been recognised in this way. This sets us apart from the copy-cat companies which spring up from time to time who make all sorts of outrageous claims about their wealth of experience and expertise (and who also pinch all our terminology such as "Crystal Detective services" and so on - not to mention our descriptions and even our watermarked photos and try to charge people for insurance valuations which they poach for free from our website!!)

What is your best price?

The price you see on the website! Don't forget you are purchasing a premium Swarovski product from us, there's no chance involved, unlike auction sites. If we receive a rubbish quality item on the way in to us, we destroy it and don't attempt to pass it to you as "mint". Mint condition on auction sites and from other sellers is not the same as the condition that we describe as "mint". Our standards are much higher - quality and customer satisfaction is everything to us! We don't compromise on quality. We also provide good quality packaging and don't send out items that we would not be happy to receive ourselves. While we do have a grading system for non-mint items, we only use this when there is a very rare item that perhaps a collector would otherwise be unable to purchase for their collection. We do not think it appropriate to sell non-mint or non-boxed items for regular crystal pieces in a race to the bottom. If you wish to sell your Swarovski collection to us, please bear this in mind.

Which countries have you sent crystal to?

The Crystal Lodge (London) Ltd has many customers all around the world. These are the countries we have sent items to since the beginning of 2010:

Armenia, Australia, Austria, Azerbaijan Republic, Belgium, Brazil, Bulgaria, Canada, Chile, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Gibraltar, Gran Canaria, Greece, Hong Kong, Hungary, India, Ireland (Republic of), Israel, Italy, Japan, Jordan, Kingdom of Bahrain, Latvia, Lithuania, Luxembourg, Majorca, Malaysia, Malta, Mauritius, Mexico, Monaco, Montenegro, Namibia, Netherlands, New Zealand, Norway, Oman, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE, Uruguay and USA.

Not forgetting that we also have clients in all 4 countries of the UK, including the Channel Islands, the Isle of Man and the Highlands and Islands!

We hope this list of countries will continue to expand. We are happy to send to all international destinations.

Do you run a repair service for Swarovski crystal?

No. We do not, and we can't stress enough how important it is NOT to attempt to repair a piece yourself! Only repairs undertaken by Swarovski's experts can be considered "pristine". We won't purchase any item that has been subject to a DIY repair - most are very obvious and DIY repairs ruin the piece, making it worthless, and it is unsaleable.

We are often asked if we offer a repair service or if we can put people in touch with a “mad professor” who would be able to reassemble a piece which Swarovski have refused to repair as they would be unable to put it back to pristine condition. The simple answer is “no”!

We get our repairs undertaken by Swarovski and if they are unable to effect a repair because there is damage to a piece which cannot be rectified, then we have to write the piece off. Please remember that if you attempt your own repairs, Swarovski will realise that something has been attempted when they inspect the piece, and they will not do any work on the item at all because of an attempted third party repair. So, quickly sticking an ear back onto a piece now, could mean that in future, when you need a part replaced elsewhere on the piece that Swarovski will refuse to do it, as in their eyes the earlier DIY job renders the piece as no longer able to be classed as mint/pristine. So, the investment in a proper repair is best solution in the long-term.

The only safe way to get your repairs organised is to take the piece (in its original box) to your local Swarovski retailer who will send the piece off to their repair department to see if it is possible to bring it back to pristine condition. There may be a charge for this service, but in comparison to the value of the piece once its been brought back to perfection, it is a small price to pay. You can take your item to an independent retailer for onward transition to Swarovski, but they may charge you for the shipping to/from Swarovski on top of the repair charge.

Please remember that a successful repair can only be made if the repair brings the piece back to pristine condition. That means, the cleaning and re-glue of a non-damaged piece, or a damaged piece removed and replaced with a new one. What they cannot do is re-glue large broken pieces, or undertake repairs or re-glues to items which have further damage (ie marks to main body parts etc) which cannot be rectified. Additionally, because parts are only available on a limited basis, there are going to be pieces which can no longer be repaired as the parts are no longer available.

Also please be aware that you should NOT use any glass or chandelier cleaning products to clean your crystal with. The chemicals in these products can destroy the glue joins on the items.

Payment methods for new customers - PayPal and registered addresses

We reserve the right to refuse an order. For example, if we receive a large order from a new client who we have never dealt with before, we will only accept it - if they use PayPal for payment, not WorldPay - and the order can only be sent to the address that appears on the PayPal receipt. We will not send it elsewhere. This is, sadly, a sign of the times, and we have to try to avoid fraudulent transactions which often start this way. Its not good for the genuine customers, but we hope you understand our position on this.

Thank you.

Our FAQ page will be updated on a regular basis!!

Secure Payments Through Worldpay and Paypal