Returns & Refunds Policy

We hope you love your order, but if for any reason you’re not 100% happy with your order or items have arrived damaged, then we are more than happy to help resolve the issue. Contact us via our email: customerservice@crystalwaxcreations.co.uk within 14 days of receiving your order. Please include your full name & order number in your email, so that we’re able to help you quicker.

Damaged Items

Please contact us immediately if your order has been damaged during shipping. We may ask you to provide photographic evidence of both the damaged items and the box, as we will need this to be able to issue a refund or exchange.

If you wish to exchange a damaged item, then we are happy to do so. The items should be sent back in their original outer packaging where possible. Please note, we do not take responsibility for return postage costs, nor will the initial postage cost be refunded. Postage costs must be covered by yourself, and you are responsible for the parcel until it reaches us.  Upon receipt of your returned items, an exchange or full refund will be issued back to the Credit /Debit card or PayPal account you paid with. Please remember it can take anywhere from 7-10 days  for your bank to process the refund.

 Exchanges, Returns & Refunds

If for any reason you’re not 100% happy with your order, we are happy to offer a refund within 30 days of purchase or an exchange.  However please make sure you do not open or use the product so that an exchange or refund can be issued, as we are unable to exchange or refund opened products for sanitary reasons. If your items are not in ‘like new’ condition or have not been used in accordance with our guidelines then we reserve the right to partially refund.

Please note, we do not take responsibility for return postage costs, nor will the initial postage cost be refunded. Items should be returned in their original packaging & postage costs must be covered by yourself. You are responsible for the parcel until it reaches us. Upon receipt & inspection of your returned items, a refund or exchange will be issued to the payment method used at checkout. Please remember it can take anywhere from 7-10 days for your bank to process the refund.

Sale items

We do not accept returns or refunds on sale items.

How to return your items

Contact us via our email: customerservice@crystalwaxcreations.co.uk to begin a returns request. Please include your full name, reasons for return & order number in your email, so that we’re able to assist you quicker.

Once confirmed via email, please send your items to the return address below. Upon receipt & inspection of your returned items, a refund or exchange will be issued to the payment method used at checkout. Please remember it can take anywhere from 7-10 days for your bank to process the refund.

Return Address

Crystal Wax Creations

30 Roeburn Crescent,

Emerson Valley,

Milton Keynes,

Buckinghamshire

MK4 2DG.

Please note, we do not take responsibility for return postage costs, nor will the initial postage cost be refunded. Items should be returned in their original packaging & postage costs must be covered by yourself. You are responsible for the parcel until it reaches us.