Terms and Conditions

1f you continue to read and use this website, you are agreeing to be bound by our terms and conditions as below. The term “us”, “we”, “seller” “The Crystal Lodge” or “The Crystal Lodge (London) Ltd” refer to the owners of this website whose registered office is 183 Edgware Road, Colindale, London NW9 6LP.

The term “you”, “customer”, and “purchaser/buyer” refers to the viewer and the individual or organisation who buys or agrees to buy the goods from the seller.

“Contract” means the contract between the seller and the buyer for the sale and purchase of Goods incorporating these terms and conditions.

“Goods” means the the articles that the buyer agrees to buy from the seller.

“Terms and Conditions” means the terms and conditions of sale set out in this document and any special terms and conditions agreed in writing by the seller.

By purchasing any products you are agreeing to our terms and conditions as stated below.

Ordering

All orders for goods shall be deemed to be an offer by the buyer to purchase goods pursuant to these terms and conditions and are subject to acceptance by the seller. The seller may choose not to accept an order or to cancel the order for any reason. The seller will not be liable for any loss or damage arising from non-acceptance or cancellation.

The majority of our UK deliveries are made well within 5 working days of full payment, most are despatched same day/next day. Goods are sent by Recorded Royal Mail, Special Delivery or in the case of overseas transactions, International Signed for Delivery. Please note that we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering goods that are beyond our reasonable control i.e. acts of God, rioting, floods, fire etc. In the unlikely event that your product appears lost or is damaged in transit please contact us. The exact delivery date and time cannot be specified. Working days are Monday to Friday excluding all bank holidays. All delivery dates are given in good faith but shall not be taken as a term of the contract nor constitute an obligation binding by The Crystal Lodge.

Some of the goods are for sale via telephone and mail order services plus our Ebay and Amazon stores, as well as on this website, no contract of sale is made until an offer of acceptance is sent by email from us to you, the buyer. The seller shall not be liable to anyone for withdrawing any goods from the website or for refusing to process or complete an order.

Price and payment

The price of the goods is stipulated on the sellers’ website. In the event a product is listed at a wrong price due to a typographical (human) error, we have the right to refuse or cancel any orders placed prior to a contract being made. The price is inclusive of VAT. The prices include a UK mainland delivery charge and are subject to change at any time. The total purchase price, including VAT and delivery charges, will be displayed in the buyers shopping cart prior to confirming the order. Payment in full, including delivery and handling charges must be made in full before despatch of the goods.

Returns Procedure

All items can be returned within 7 days of arrival. To arrange a return please call 01634 260 668 or email info@thecrystallodge.co.uk. If you cancel your order, you will have your payment refunded back onto your card within 48 hours of the goods being received in their original condition by ourselves. Our security marks must remain on the piece and intact for a return to be successful.

Damaged Goods

All goods are in “as new condition” unless otherwise specified. We inspect all goods before sending through the post, and add 3 or more security marks to the piece. However if you do receive goods that appear to be faulty or damaged, please advise us within 72 hours of receipt. The company will do everything possible to ensure your delivery arrives on time and intact. We will not accept responsibility for any additional expenses occurred due to late or incomplete deliveries. You must email our Customer Service department within this timescale for a Returns Authorisation number. No refund will be made after this period. You then have a further 7 days to return the product at your own expense. If we believe we were at fault, and that quality control was not what it should have been, we will also refund your return postage.

If any items received appear to have suffered shipping damage, keep the original shipping carton and all packaging, then email our Customer Service Department. We will contact the delivery company for a damage inspection report. Under these circumstances do not return the merchandise yourself, unless otherwise instructed. If authorised to return any merchandise, please ensure you wrap the package securely and send it back to us through a recorded/signed for delivery service. Please make sure your parcel has sufficient insurance cover as loss or damage during return transit will mean we are unable to offer a refund.

All damaged products will be investigated within 7 days of receipt of the goods. All goods returned must be clearly labelled and be in the same condition and same packaging as sent. Full documentation must be enclosed including the reason for return. All goods returned without any notice will not be accepted. Any merchandise returned by the recipient without a returns authorisation number, will be subject to an administration charge of 20% of the total cost of your order.

Specification

Every effort has been made to ensure that the specifications on this website are correct at the time of going to print however technical data, sizes, colour and detail serve only as a guide. The utmost care is taken to ensure the accuracy of these dimensions. No guarantee is given or implied that goods will conform in absolute detail to the description or illustrations published.

Printing & Pricing Errors

In the event a product is listed at a wrong price due to a typographical (human) error, we have the right to refuse or cancel any orders placed prior to a contract being made.

Complaints Procedure

In the event that we fail in meeting our high standards of customer service please contact us by email or write to:-

The Crystal Lodge (London) Ltd
PO Box 871
Gillingham
ME8 1FP

Statutory Rights

These terms and conditions do not affect your statutory rights as a customer.

Changes to the Website/website not working

We reserve the right to make changes to this website, the disclaimers and the terms and conditions at any time without prior notice. We take no responsibility and accept no liability for the website being temporarily unavailable due to technical problems beyond our control.

Copyright
©2025 The Crystal Lodge (London) Ltd