Orders are processed within 2-3 working days during business hours, Monday - Friday (excluding weekends and public holidays) once payment has been received in full.

In some circumstances we may be unable to post within this timeframe due to unforeseen circumstances e.g staff sickness, extreme weather or mail strikes.

During holiday seasons or special discount events order processing times may be increased.

You will receive a confirmation email for your purchase, followed by an email update once your parcel has been dispatched including your tracking code if applicable. 

We highly recommend choosing a tracked upgrade if you live in shared or communal accommodation. We do not recommend using university accommodation as your delivery address and will not be held responsible if it does not arrive due to this. If an order can not be delivered after multiple attempts to contact the recipient, the package may be returned to us which will incur a cost. This cost will be deducted from the refund due to the customer once the package arrives back safely.

We proudly partner with DHL Express utilising sustainable aviation fuel (SAF) via the GoGreen Plus service to deliver your orders. By investing in sustainable aviation fuel, we actively reduce the CO2e emissions associated with our shipments, minimising our carbon footprint. We believe it's our responsibility to do what's right for the planet, and we want to empower our customers to make a positive impact too. Together, let's embrace sustainable practices and contribute to a greener future.

Items will be packaged according to the total number of products in your order. We aim to package orders over £60 with our signature gift box, curating a beautiful custom arrangement inside. We will always combine multiple items, however if you require each product to be packaged individually, please purchase additional gift packaging here. If you have a custom request, please contact us prior to placing your order so we can advise.

Your order will be sent to the exact address provided by you at checkout. We are not responsible if this is not your current address or incorrect information, please double check this before ordering to avoid delay. You must notify us immediately after ordering to amend an address. We can not change the address once the parcel is in transit. If your item is returned to us because the address you provided was not correct, you will need to pay for the postage to resend the item. We accept no responsibility for packages that are signed for by someone other than the addressee.

If you wish to cancel your order, please let us know within an hour of initial purchase. We are unable to accept a cancellation once the order has already been dispatched. We can not guarantee that any order can be cancelled in time due to our shipping and packaging processes.

We are dedicated to ensuring your order is packaged with care and dispatched as soon as possible. Once we hand your parcel over to the post office it is completely out of our control so we can not be held responsible for delayed parcels.
For UK customers, if the item hasn’t been delivered by the due date plus 10 working days please get in touch and we will open an investigation with Royal Mail. For International customers, if the item hasn’t been delivered by the due date plus 20 working days please get in touch and we will open an investigation with Royal Mail. Our policy for packages deemed lost or stolen is direct replacement or store credit.

At Crystal Heaven London, we are committed to providing a positive shopping experience for all our customers. However, we reserve the right to refuse service or cancel orders at our discretion, particularly in cases where behavior, communication, or order history suggests a potential misuse of our services or policies. This ensures that we can continue to serve our customers fairly and maintain the integrity of our online store.

In rare circumstances, InPost lockers may be full and it's not possible for the driver to drop-off the parcel, however they will attempt to deliver up to 3 times. If they are still unable to drop off the parcel, this is unfortunately out of our control and the parcel will be returned to us.

If you refuse to pay any import duties and taxes required for your order, the shipment will be returned to us. Once the returned parcel has been received, we will process your refund, deducting the original shipping costs. If your order qualified for 'free' shipping, this was offered on the basis that the order value met the minimum value, however if the order is returned, the cost of shipping will be refunded from the order total.