Crystal Asylum | Version prepared 17 October 2026

Website: www.crystalasylum.com
Legal seller: 
Correspondence address: Office 1, The Hive, St James Sq, Freshney Place, Grimsby, DN31 1EP
Customer service email: Asylumcrystal17@gmail.com
Nothing in this policy limits statutory consumer rights.

UK shipping rates

Royal Mail Tracked 48: 0–1.5kg £5.80; over 1.5–2kg £8; over 2–10kg £9.50.

Royal Mail Tracked 24: 0–1.5kg £7; over 1.5–2kg £9; over 2–10kg £10.50.

Royal Mail Special Delivery Guaranteed by 1pm: £25.95, for eligible parcels up to 10kg, subject to carrier size, postcode, service and compensation restrictions.

These are checkout weight brackets, not guarantees of parcel dimensions. Packaging weight and parcel size can change the service required. We will agree any change of service or additional cost with you rather than charge it without consent.

Dispatch and delivery

Delivery estimates run from dispatch unless expressly stated otherwise. Tracked 24 and Tracked 48 are service names, not promises of delivery within 24 or 48 hours of ordering. We deliver within the agreed period or, if none was agreed, without undue delay and within 30 days. If delivery is late, statutory rights to request delivery within an appropriate further period or cancel in qualifying circumstances apply.

Hold & Combine: 14 days

Where offered, Hold & Combine allows paid purchases to be held for up to 14 days and consolidated with later orders. The free checkout option means no shipping is charged yet, not that final delivery is free. We quote the final postage based on packed weight, dimensions, value and destination and dispatch after the quote is accepted and paid. Any extension is agreed in writing. Statutory cancellation and delivery rights remain unaffected.

International shipping: USA, Germany, Canada and Sweden

International shipping is quoted and invoiced separately after checkout. A £0 or “Free” shipping line at checkout does not mean postage is free. Customers pay for products first; we then calculate a quotation using destination, packaged dimensions, weight and parcel value. We request express acceptance and payment before dispatch and do not automatically debit shipping charges. If the customer declines the quote, they may cancel and receive a full refund of the product payment, without administration fee, without undue delay and within 14 days of notifying us.

Import duties, taxes, customs clearance and brokerage charges may apply and are generally the recipient’s responsibility unless agreed otherwise. We provide required advance information about known charges or their method of calculation. Availability depends on local import rules and lawful shipping restrictions. Mandatory destination-country consumer rights are not excluded.

Missing, damaged or delayed parcels

Risk normally remains with Crystal Asylum until the customer or their nominated recipient physically receives the parcel, except where the customer independently commissions a carrier not offered by us. Please contact us with your order number for missing or damaged deliveries. We investigate tracking, dispatch records, address and other evidence. A tracking scan alone does not automatically resolve a disputed delivery, and we do not require customers to pursue our carrier claim. Any proposed redelivery cost arising from an incorrect address must be fair and agreed.

Returns and postage refunds

For full statutory change-of-mind cancellations, the least expensive standard outbound delivery charge is refunded; additional premium delivery upgrades generally are not. Change-of-mind return postage is payable by the customer only if disclosed before purchase. We pay reasonably necessary return costs for valid faulty or incorrect goods claims. Please consult the separate Returns, Refunds & Cancellations Policy.