FREQUENTLY ASKED QUESTIONS
We have been supplying crystal products for several years and source most of our products from overseas suppliers with whom we have long standing relationships. These relationships and our large orders allow us to offer top quality at competitive prices.
View our price guarantee policy here.
To order online, you can either;
a) Speak to our sales representative via online live chat, or enquire via email/or phone
b) Place an online order yourself by following the simple steps below.
1) Select the product you want on our website and click "Add to Cart." The item will appear in your cart automatically.
2) Click "Cart" at any time to view item(s) currently in your shopping cart. You can add as many products as you like.
3) Once you have finished adding to cart, click “Proceed to Checkout”.
4) At this stage, you will be invited to login to your account, or register a new account with us. Alternatively, you can choose to ‘proceed as a guest’.
Please note: We recommended confirming your delivery charges by email with us before paying for your online order, as some of our heavy and bulky equipment may exceed the courier’s limits. Delivery to a rural address may also incur additional charges to those stated at online checkout.
In some cases, you may be asked make a deposit on additional shipping costs if your location has exceeded our shipping range, or an extra cost has been advised by the courier company. This will need to be made before we ship your order. Incorrect delivery information will result in shipping delays.
We recommend you register with us as this allows you to view your order history and other relevant information important to your order(s). All you need to register is an email address and a password of your choice.
We will email you once your order has been shipped. This email will contain a link which you can use to track your order delivery.
You can expect to receive an order confirmation email, but we don’t usually send out emails about stock status unless there is an issue. If your order cannot be shipped immediately because of stock issues, or because the item is on pre-order, we will contact you immediately with a solution.
Almost all the products listed on our website are in stock, however we get hundreds of orders every week, so stock can run out before we have the chance to update the website. If you have placed an order for an item that is no longer in stock, we will contact you, via email or a phone call, to offer you the option of an exchange or refund.
Most online orders are processed the same day payment is received.
We try our very best to ensure that your order is delivered to you in excellent condition. If you have received an order that may have been damaged by a courier, you must immediately inform both us and the courier company to file the problem. We will work with you to pursuing delivery damage claims, but please understand this involves significant admin and usually takes between 7- 15 working days, depending on the level of investigation required. Once the courier company accepts liability for the loss, we will send the product(s) again.
Yes, if we have notified you that we are unable to fulfill your order, will we offer you the choice of an exchange or full refund.
Yes, all our products are sold brand new, unless otherwise specified. On occasion we sell a ‘display model’, and when we do, these are clearly marked and usually discounted.
If you noticed your packaging has been opened and resealed, this is usually because we have opened it ourselves to check for all components before sending it off to you. Please contact us if you have any concerns.
