Shipment, Delivery and Payment
WE ARE DELIGHTED TO HELP YOU
Below you will find an overview of the most important topics regarding shipment, delivery and payment options.
How to contact US at CARNAL CRYSTAL.
- Email Us using at Team@CarnalCrystal.com
- Submit a contact form via our Contact Page.
- We will provide you with a Telephone Number following an email, with which you can talk to one of our lovely customer service agents at Carnal Crystal with your specific concern(s).
Business Hours Monday - Friday 9:00am until 5:00pm (EST)
SHIPMENT AND DELIVERY
Hi! Thank you for your order from Carnal Crystal. We're delighted you've chosen our glasses to spark conversation, curiosity and perhaps a little mischief - something #just a little wicked! Your order is currently being engraved in our studio and will be ready to ship within the next 7 business days. Each piece is made to order by hand, so you're glasses aren't sitting on a shelf waiting - they're being crafted specifically for you. Good things take a little time, especially when they're meant to be savored. Once your order ships, you will receive a tracking number so you can follow its journey to your door.
Packaging: Your glasses are carefully placed in a gift box and then secured inside a sturdy shipping box to ensure they arrive safely and ready to impress.
Until then, feel free to start thinking about the conversations your glasses might inspire. Cheers! Carnal Crystal
How do I know if my order has been received or dispatched?
- You will receive an order entry email from us once we have received your order and a further email once the order has been dispatched. The second email will also contain a tracking number link, so that you can monitor the progress of your consignment.
My product arrived broken, what should I do?
- Your order is glass. We understand. If your order arrives and an item is broken or all of it, please follow these steps. 1) Contact us through an email Team@CarnalCrystal.com or through the Contact Form . 2) Include your order number, order date, the best way to contact you and a photo of the broken item in the original packaging, within one week of the delivery date. A member of our customer service team will contact you directly after a detailed check. We will then send you a replacement for the broken items free of charge. We are that confident that your order will arrive safely.
Where is my order?
- As soon as your order has been picked up by our shipping agent, a tracking number will be sent to you. You will be able to track your order from start to finish. So will we. We have a 100% guarantee that your order will be delivered to you. If it becomes lost, we will find it. Your order is insured with our shipment agent and will arrive one way or another.
I would like to send my order to a different address than my own/ to a different country. What should I do?
- If you want to send your order to a different country, type in the address. Please be aware that our terms and conditions as well as the pricing and shipping setting will be adopted to the delivery country. If you need further assistance please contact our lovely customer service people at Team@CarnalCrystal.com
What are your delivery lead-times?
Orders are processed within 7 business days of receiving your order. You will receive a notification of where you are in the production process. We guarantee that you will receive your order within 30 days. Yes, its long but worth it. We are trying to be sustainable and won't waste materials producing your order. Your order is custom engraved, by hand, by a group of lovely naked women. Okay, maybe not totally naked but who reads these things anyways?
RETURNS
We do not accept returns. We will replace glassware that was broken during its shipment to you. We are eminently aware that your order is glassware and may experience some shipping stress, so if an item breaks we will replace it for you. The glassware is insured with our shipping handler. If your order does not arrive safely intact, take a photo of the shipping box, the glasses in their gift box, send an email with the photos to us within one week of the shipping arrival date, and we will ship you a replacement of your glassware. We guarantee free replacement on all broken glass that occurs during shipping. We are that confident that your order will arrive safely.
How do I know if my order has been received or dispatched?
You will receive an order entry email from us once we have received your order and a further email once the order has been dispatched. The second email will also contain a tracking number link, so that you can monitor the progress of your consignment.
How do I cancel my order?
To cancel your order please write an email to Team@CarnalCrystal.com including the order number, order date and reason.
How can I re-check my order details?
Before completing your order, please make sure that you have entered the correct delivery address. If you do need to change anything in your order, make sure you remember to click edit before completing your order. It is not possible to change your order details after the order has been placed.
CUSTOM ORDERS
We welcome your ideas and encourage you to contact us if you are interested in a product or service that is not currently stocked in our webstore, please contact our customer service at Team@CarnalCrystal.com . Please be aware that there may be a set minimum order quantities for a special order item and the cost of your custom order will vary according to the details of your request.
PAYMENTS
Which payment methods are available?
Payments are accepted via credit card. Accepted credit cards are Visa, American Express and Mastercard.
We are sure that your account data is safer in an online shopping environment like ours than in regular stores. As far as we are aware no one has ever intercepted an encrypted credit transaction or penetrated a secure server and deciphered an account number. All of our transactions are conducted through Moneris .
Why is my preferred payment method not available?
Some situations can influence the payment methods' availability. For instance, if the delivery address and billing address do not match because of typos, changes of address, family name ...
However, please understand that we also consider that some payment methods may involve higher costs or risks. Like other platforms and shops, we use independent credit bureaus in order to have secure transactions and we reserve the right to decline a payment method for some orders (you can find more details in our Terms and Conditions.
Our Customer Care Team has no way of changing the payment methods offered to you at checkout and to keep your data private, we are unable to find out exactly why a payment method is not being offered.
If your favorite payment method is unavailable, we’re sorry in advance. You will still be able to use all of our other services and can select one of the other options, which are all free.
Is it safe to order on your website?
Yes, your information is secure on our website. We take extra steps to keep your financial information private and safe. All transactions occur in a secure area of our site so that you can buy online with confidence. We use industry-standard encryption technologies when transferring and receiving information to process your orders.
SSL: We use 128-bit SSL security encryption in our checkout process. This encrypts the personal information you provide us, ensuring that it is safe and not accessible by any third parties. However, the most important protection is your password, so please make sure you never give it out to others. CARNAL CRYSTAL also has a privacy policy and complies with statutory requirements. Your data is used solely for the processing of your order and to continue to improve our services.
Under no circumstances will your personal information be disclosed to third parties without your consent. For more details, please refer to the Terms & Conditions.
Will I be charged sales tax?
It is required by law to charge state and local sales tax for orders shipped to states where we conduct business. Therefore all of our online orders will include sales tax where such taxes are imposed by that destination state.
