Customer Service - Terms & Conditions


Privacy & Security

We do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the Customer Account address book is used and to store your details if you select the 'Remember Me' Option.

Ordering - Terms & Conditions

Making a purchase could not be easier. Just browse our website, and click (Add to Basket) on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Proceed to Checkout" and you will be asked for a few details prior to processing the order. If you choose to create a customer account with us, your details will be saved and you will never need to fill in the 'details' form again.

If you wish to cancel an order before it is despatched, PLEASE CALL US. We endeavour to ship orders the same day your order is received, so contacting us by email will not enable us to read your message in time to cancel your order.

Out of Stock Products

If we are temporarily out of stock of any items we will email or call you with an expected delivery date or an alterative item suggestion.

Returns Policy

In the unlikely event that any of our products arrives damaged please contact us within 3 days of receipt and we will arrange to send you replacements. We may require the product to be returned and if this is the case we will refund you the cost incurred.

If you are unhappy with your goods or have simply changed your mind, you have 14 days from delivery to return the unused product in its original condition, at your own cost, for a full refund of the goods. The goods must be in the original packaging and be in perfect condition. We reserve the right not to refund or offer a partial refund on returned goods that do not comply with the above.

CHRISTMAS RETURNS - We have extended the amount of days you have to return your Christmas purchases. If purchased on or after 20th November 2023, you have until 12th January 2024 to return you orders for a refund.

Returning Goods

Please email us at quoting your order reference number and stating the reason for the return. We will then email you a returns note for you to fill in and include in your parcel. Please ensure that your order reference number is clearly marked on the returns note. As soon as we have received your returned items, we will refund your credit card and send you email notification.

Returned Items are to be sent to the following address:

Royal Scot Crystal Warehouse
Unit 1, Bury Lane,
CM16 5JA,
United Kingdom

Failed Deliveries

Goods normally require a signature unless you specify ‘if out’ instructions (at your risk). If there is no one in to receive the goods the carrier will leave a card. It is your responsibility to contact the courier to rearrange delivery. If the goods are returned to us you will incur an additional £4.95 redelivery charge.

Customer Service

If you have a query with your order, please call us on 020 8508 2435 Monday – Friday 9am - 5pm. alternatively email us on We are a very friendly company and will always try and answer your queries straight away. We have so many products on our website that occasionally an error or inaccuracy with pricing or sizes may occur. If an item’s correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. If sizing is critical please check with us to check prior to ordering. We apologise in advance for any such errors and inconvenience caused.

Payment, Credit Card Security

We accept credit card payment through SagePay which is processed through the highly secure Merchant Bank Service Provider, .as well as Paypal. If you are shopping from North America or anywhere else in the world, place your order and your credit card company will convert the transaction to US Dollars or your own currency. We accept Visa, Mastercard and Debit cards. We do not charge for any item until it is ready to ship BUT Sage Pay or Paypal will secure the funds from your card until the order is processed or refunded. You may also give your credit card information over the phone.

All credit card numbers are encrypted in the software when the order is placed using 1024 bit encryption. This is 10 times more secure than a standard SSL server. They are only decrypted after they reach our computer and are not held in clear text on any website or server. Our Merchant Bank Service Provider is SagePay which utilises the most technologically advanced payment authorisation system available.

Viewing Orders

By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.

Updating Account Information

Just login to your account and use the edit function to update your account details. For example; you may move to another address or wish to add another separate delivery address.