Refund policy
Returns & Refunds
Because every crystal is etched with your own photograph, each one is made specifically for you and cannot be resold. For that reason we do not accept returns for change of mind.
We do stand behind every piece we make. If something is wrong with your order, we will put it right.
What we cover — 90 days
Contact us within 90 days of delivery if:
- Your order arrived damaged or broken
- The etching is faulty or does not match the photograph you supplied
- You received the wrong item
- Your order never arrived
Email us at lightamber.shop@outlook.com with your order number and, where relevant, a photograph of the item. We will assess it and either remake your piece or refund you in full.
What we do not cover
- Change of mind. Personalised items are exempt from the standard right of withdrawal under UK and EU consumer law, as they are made to your specification.
- The photograph you supplied. We check every image before etching and will contact you if we think it will not reproduce well. Once you approve an image, we cannot refund a finished piece because you would have preferred a different photo.
- Accidental damage after delivery.
Incorrect delivery addresses
Please check your address carefully at checkout. If a parcel is returned to us or lost because the address supplied was incorrect or incomplete, we can resend it, but the cost of reshipping is payable by you.
If a parcel is lost or misdelivered by the carrier through no fault of yours, we will cover it — either by remaking your order or refunding you in full.
Failed delivery attempts
If nobody is available to receive the parcel, the carrier will normally leave a card and hold it at a local depot. If it is not collected within their holding period and is returned to us, reshipping is payable by you.
Return postage
Do not send anything back before contacting us. Items returned without an approved request cannot be accepted or refunded.
If we ask you to return an item, we will provide the return address at that point. Return postage is payable by you. We recommend a tracked service, as we cannot be responsible for items lost on their way back to us.
In cases where a piece arrived damaged, we will normally ask for a photograph rather than the item itself.
Cancellations
You may cancel your order within 24 hours of placing it, provided etching has not begun. Email us at lightamber.shop@outlook.com as soon as possible.
Refunds
Once your claim is approved, or your returned item has been received and inspected, we will let you know the outcome. Approved refunds are issued to your original payment method within 10 business days.
Your bank or card provider may take a further few days to post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, contact us at lightamber.shop@outlook.com.
Exchanges
If your piece arrived damaged or faulty, we will remake it rather than exchange it. Just contact us.
Contact
lightamber.shop@outlook.com
We reply to every email within 24 hours, Monday to Friday.