Terms and Conditions of Use

Welcome to the Forever Crystal website. These terms and conditions apply to all goods ordered from Forever Crystal either through our website, by telephone, or one our retail shops. We sell our products to you subject to the terms and conditions shown below. Please read them carefully before using the website. By using the website, you signify your agreement to be bound by these terms and conditions.

1. Seller

The Seller is Forever Crystal. We may be contacted by telephone on 01773 820287, by sending an email to info@forevercrystal.co.uk, or by writing to 12 Lancaster Rise, Belper, Derbyshire, DE56 1HF.

2. Registration

1. When you register with Forever Crystal you agree that the personal information which you are required to provide when you register is true, accurate, current and complete in all respects.
2. You must notify us immediately of any changes to your personal information by contacting us on 01773 820287, by email, or updating your personal information shown in the Account section of our website.

3. Creating an Order & Making Payment

1. Our website displays a range of products which may be provided by Forever Crystal. It does not provide an offer to sell those products to you.
2. An offer is made when you place the order for your products.
3. You will be charged the current price for goods from our website at the date you place your order. All prices are shown inclusive of VAT at the applicable current rate. Forever Crystal reserves the right to amend prices if there is a change in the rate of VAT or our VAT circumstances.
4. Although we are always very careful to ensure that the price of goods shown on our website and shops is correct, occasionally mistakes can occur. When a pricing error is brought to our attention, we will correct the price and ask you to confirm whether you still wish to purchase the goods at the correct price. If we are unable to contact you, we will consider the order cancelled. We will not accept an order if there is a pricing error.
5. All prices shown on our website are inclusive of VAT at the current prevailing rate. Our VAT Registration Number issued by UK HM Revenue and Customs is 981 5564 86.
6. We accept all major credit and debit cards which must be registered to the cardholders address.
7. When you place an order, Protx, our Merchant Bank will process your credit/debit card, validate your account details, and payment for the ordered goods will be taken. All card details are handled by our Merchant Bank and are not saved by Forever Crystal . Payment transactions are secured by Protx using a 128-bit encryption process.
8. All goods are sold subject to availability. In most circumstances, if sufficient stock is unavailable to fulfill your order, this will be indicated to you during the checkout process.
9. If we are unable for any reason to supply the goods you have ordered, we will inform you of this as soon as possible. A full refund will be given if you have already paid for the goods.
10. If you enter a valid e-mail address, we will send an order acknowledgement to this e-mail on completion of the payment transaction. This email is not confirmation of order acceptance by Forever Crystal.
11. Order acceptance and the creation of a contract of sale between you and Forever Crystal will take place at the point the goods you have ordered are dispatched by us, or dispatched by one of our suppliers. The goods will be delivered to the address you have given us, unless we have notified you that we do not accept your order, or you have cancelled it.
12. The contract of sale is not established until the point at which the goods are dispatched by Forever Crystal, even though we may have debited your card or sent an email order acknowledgement.
13. You can track the status of current and past orders by logging into your Forever Crystal account. If you require any further information about orders you have placed with us please email us at info@forevercrystal.co.uk.

4. Delivery

1. We aim to goods within 7 working days of receiving your order. During the summer holiday and Christmas periods we have a short close down during which any order placed will not be dispatched until the period end.
2. Notice of holiday closure and any delay to deliveries will be posted on the Shopping Basket page of our website.
3. Most goods are delivered by Courier and will require a signature at the point of receipt. If you will be unavailable to receive your goods, you may specify an alternative delivery address during the order process from the Courier will be able to obtain a signature acknowledging delivery.

5. Order Cancellation

1. If for any reason you wish to cancel an order you have placed, you should call us on 01773 820287 or send an email within 7 working days, starting from the day after the goods were received, in accordance with the Consumer Protection (Distance Selling Regulations 2003).
2. If the goods have already been dispatched we will offer you an exchange of goods or a refund in accordance with our Refund Policy.
3. Goods which are cancelled by the customer must be returned to Forever Crystal. The customer must take reasonable care to ensure that we receive the goods and that they are not damaged in transit.
4. If the customer does not exercise reasonable care and the goods are lost or damaged in transit, then Forever Crystal may take steps to redeem any associated costs incurred, due to the customer’s breach of statutory duty.

6. Defective, Damaged or Incorrect Goods

2. Before contacting us to report defective glassware, customers are reminded that glassware may contain bubbles and seeds which are a feature of handmade and blown glassware, contributing to the unique nature of each piece.
3. If goods are found to be damaged or defective on receipt, the customer must report the problem to Forever Crystal by telephone (01773 820287) or email (info@forevercrystal.co.uk) within 5 working days. Forever Crystal reserves the right to refuse to make a refund or offer a replacement product if damage or a defect is not reported within this timescale.
4. Before replacing damaged goods, Forever Crystal will require for its records a digital photograph from the customer clearly showing the nature of the damage to the product, and a description of the damage, which may be used by us to pursue any insurance claim we may make against the courier.

7. Refund Policy

1. Forever Crystal always hopes that its customers will be pleased with every purchase. However, should you wish to return an item bought from us, you may request a product refund or exchange. The customer is responsible for making arrangements for the return to Forever Crystal of any goods which are unwanted or have been cancelled.
2. If goods returned to Forever Crystal are not received back in the condition they were originally sent (including presentation or gift packaging), the customer will be subject to a charge to cover the cost of the goods plus any repackaging costs incurred by Forever Crystal in accordance with the customers statutory obligation to take reasonable care of the goods.
3. Returns should be made within 28 days. To return a product you should:
• Contact us to request a Return Number (R/N) any time between 8 a.m. and 7 p.m., 7 days a week.
• Specify why you wish to return the product and whether you want a refund or an exchange.
4. The cost of postage and packaging incurred by the customer when returning goods to us will not be refunded by Forever Crystal except in circumstances where we have deemed that the goods supplied are incorrect, damaged or defective.
5. In calculating the value of a refund, Forever Crystal will deduct the cost of postage and packaging incurred when despatching the customer order. For orders of value up to £30, £4.95 will be deducted. For orders of value £30-£100, £8 will be deducted, and for orders over £100, up to £15 may be deducted to cover our 'actual' postage and packing costs.
6. The above postage and packaging costs deducted from a refund may be higher than the original postage and packaging charge paid by the customer. This reflects our policy to absorb a proportion (or all) of 'actual' postage and packaging costs wherever possible.
7. We will refund the price of the goods to the purchaser or exchange the product once it is received by us
8. We are unable to offer a refund on personalized goods (e.g. engraved items), or bespoke design goods unless we agree these are faulty or defective.
9. If a customer does not return goods where they are contractually obliged to do so, Forever Crystal will charge the customer for the direct costs of recovery.

8. Privacy

1. Forever Crystal treats your personal information as confidential. Such information is kept on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation as set out in our Privacy Policy.

8. Indemnity

1. By using our Website you agree to fully indemnify, defend and hold Forever Crystal and its suppliers, harmless immediately on demand, from and against any claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of our Terms and Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing our Website using your registration and/or personal details.

9. Competition

1. To enter a competition you must be a UK resident and 18 years old or over at the time of entry.
2. Competitions are not open to employees (or members of their immediate families) of Forever Crystal or any subsidiary of Forever Crystal.
3. No purchase necessary.
4. Only one entry per person.
5. If you want to enter a competition you may enter via the website on the applicable competition page, or you can also send your answer to the questions and tie-break question detailing which competition you wish to enter, together with your name, address and e-mail address by e-mail to: info@forevercrystal.co.uk.
6. Sending an e-mail is not proof that we have received your entry. No responsibility can be accepted for entries that are lost or delayed, or which are not received for any reason.
7. The winner will be the entrant who answers the most questions correctly and whose tie-break answer is selected to be the best of the entries by the judges.
8. The closing date is as specified in each competition, and Forever Crystal reserves the right to amend the competition end date at any time.
9. If you win a competition, we will notify you by post and e-mail. The judges’ decision will be final, and no correspondence will be entered into.
10. You can find out who has won a particular competition by sending a stamped addressed envelope, marked with the name of the competition to Forever Crystal, 12 Lancaster Rise, Belper, Derbyshire, DE56 1HF after the closing date.
11. By entering the competition the winner agrees to participate in such promotional activity and material as Forever Crystal may require.
12. The panel of judges for each competition will be comprised of members of the marketing team of Forever Crystal.
13. The prize will not be transferable to another person.
14. No part of a prize is exchangeable for cash or any other prize.
15. If an advertised prize is not available, we reserve the right to offer an alternative prize of equal or greater value.
16. Incorrectly completed entries will be disqualified.
17. This competition is being run by Forever Crystal.
18. Please read our Privacy Policy which tells you how we use any personal information we may collect about you by entering a competition.
19. Forever Crystal reserves the right to amend these rules at any time. Forever Crystal may also create rules which will apply to a specific competition only. If we do this we will publish the amended competition rules and/or specific competition rules on the relevant competition page.
20. Forever Crystal will endeavour to send prizes within a month of the competition end date but cannot guarantee this delivery time.