Refund and Returns Policy

Refund and Returns Policy – ONLINE. See Shop return policy further down the page.




You MUST notify us within 7 days of receiving your item if you wish to return it. You then have 14 days to post the item back to us. Certain products may be exempt from returns including gift cards and certain jewellery items, such as earrings. If you do not inform us that you are returning your items, no refund will be given.


Only regular priced items may be refunded, unfortunately sale items, casualty corner items, and items marked as ‘DISCOUNT’ or ‘SALE’ cannot be refunded. Live sale items from social media are exempt from refunds, these are sold as seen.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


To complete your return, we require a receipt or proof of purchase to be enclosed with all returns. So long as proof is given that you made the purchase from us, refunds are given.


Due to card processors and Paypal not refunding transaction fees, where an item is returned to us, or an order cancelled due to change of mind, there will be a restocking fee of 4% of the total transaction cost held back from the refunded amount to cover the non-returnable fees that cannot be recovered. This will be waived if an error on our part has caused the cancellation, or a defective item has been sent to you.


All damages must be reported within 48 hours of receiving your goods to obtain a duplicate item or a refund. Items will only be credited provided any damages occurred prior to delivery, or if it is clear that there is a manufacturing fault. Items considered to have been mistreated or damaged through wear and tear cannot be credited or refunded. Items that are considered to have natural flaws are not considered as damaged.




Once your return is received it will be inspected for damage to be approved for refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.


Return Shipping Address


To return your product, you should mail your product to:


The Crystal Tree, 9 Lealands Gate, Lea, Herefordshire, HR9 7YW


You will be responsible for paying for your own shipping costs for returning your item, no refund being given for postage and packaging

International returns should be marked as ‘return’ to avoid customs and handling charges. Any import charges that are incurred from an international returns will be deducted from your refund.


It is recommended that all returns are returned to us by registered mail so that proof of posting is obtained, and a signature is needed upon receipt. This proof of postage will be required should you need to make a claim in the event of a parcel being lost in the postal system. No responsibility is taken for items not being returned to us by Royal Mail or other postal operators.



SHOP SALES: Good are purchased as seen, no responsibility will be taken for damages to goods once items have been taken off the premises.

Want to know more about your consumer rights, read this article.

The main point is this, You DON’T have a legal right to change your mind & return store-bought goods. Even if you’ve bought the wrong colour or size, stores don’t legally have to refund you simply because you’ve changed your mind.

We are a small independent business and your custom means the world to us, so as long as an item is returned, undamaged and unused and in a saleable condition with its original packaging, we will consider a refund on a case by case basis. IT MUST BE within 7 days of purchase and WITH A RECEIPT! No exceptions.


Bespoke Items: Are non refundable due to the time spent in their creation. Damaged items in the postal service will be replaced.



Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.


Additional non-returnable items:

Gift cards


Downloadable software products

Some health and personal care items


Need help?

Contact us at for questions related to refunds and returns.