Terms and Conditions

Customer Terms and Conditions

These terms and conditions were last updated on 16th October 2021

1. Introduction

1.1 You can place orders with Crystal Moon Tree online by using this website.

1.2 The terms and conditions in this document apply to purchases made at www.crystalmoontree.com

1.3 Throughout these Terms and Conditions, the terms “Crystal Moon Tree, we, our, us” refers to Crystal Moon Tree Ltd (Company number 13524939).

1.4 Access to the website will require user registration. The information that you provide must be accurate and complete. All Password Details are accepted and may be withdrawn at our sole discretion and are exclusive to you and non-transferable. You are responsible for maintaining the confidentiality of your Password Details to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or using your Password Details. You should take all necessary steps to ensure that your Password Details are kept confidential and secure and you should inform us immediately if you have any reason to believe that your Password Details have become known to anyone else, or is being, or is likely to be, used in an unauthorised manner.

1.5 By using the Services you are indicating your acceptance to be bound by these Terms and Conditions. They form a legal agreement between you and us and can only be amended with our consent. Any purchases you make are subject to these Terms and Conditions.

1.6 We reserve the right to change these Terms and Conditions from time to time without prior notice, provided that any such change will not affect any purchases you have made before the change is implemented. Your continued use of the Services shall signify your acceptance to be bound by the latest Terms and Conditions. Our most up to date Terms and Conditions are available at www.crystalmoontree.com

1.7 When you set up an account with Crystal Moon Tree, buy a product, enter a promotion or use our services, we will collect personal information from you. This may include your name, your address, your telephone number and your email address. We will store this information securely and we will not give it to third parties to market products or services to you. By giving us that information, you consent to Crystal Moon Tree using it to market additional Crystal Moon Tree products and services to you. You can change your marketing preferences at any time by logging onto your account at www.crystalmoontree.com (and going to the account log-in area) or by emailing us at dop@crystalmoontree.com

1. Crystal Moon Tree Ltd holds and processes your personal information in accordance with its Privacy Statement, which you can find at www.crystalmoontree.com.

2. Ordering

2.1 All orders placed by you are subject to acceptance by us and, once accepted, our duty is to supply the goods in conformance with the order. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances. We may also close your account for any reason (including the reasons detailed in clause 6.4) and we will not be liable to you or to anyone else in those circumstances.

2.2 If your order includes products which are not available from stock, we will contact you to ask how you wish to proceed.

2.3 Acceptance of your order and the formation of a contract between us will take place when we despatch the products ordered to you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with section 9 below.

2.4 You can check the status of an outstanding order at any time online at www.crystalmoontree.com.

3. Prices

3.1 All prices are in pounds (£) sterling, inclusive of UK VAT (where applicable), but exclude delivery charges.

3.2 Standard UK mainland delivery charges, where applicable, are clearly displayed when you view the products you have selected within your basket when your order is placed. Delivery charges will be added to the total amount due once you have selected a delivery service, upon which they are automatically calculated and added to your order.

3.3 Subject to sections 3.4 and 3.5, the price you pay is the price displayed on the relevant Service at the time we receive your order.

3.4 In the unlikely event that the price of a product has been incorrectly advertised, we will contact you to ask whether you wish to proceed with the order at the correct price. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. We will not be obliged to supply products at the incorrect price. Further information on pricing is available at www.crystalmoontree.com.

3.5 For products which are ordered for delivery outside of mainland UK the VAT rate and delivery charges may vary to the price displayed on the relevant Service at the time we receive your order.

4. Payment

4.1 Payment can be made by most major credit or debit cards. Further information on payment methods is available at www.crystalmoontree.com.

4.2 We cannot accept your order until you have paid for it in full.

4.3 You agree to allow Crystal Moon Tree to retain and use your credit card/debit card details for any subsequent purchases made by you when using the Services.

5. Delivery

5.1 Where delivery charges are displayed on the Service, these are standard United Kingdom delivery charges (unless otherwise specified on the Service or when ordering). We are also able to deliver to certain other locations, as well as faster delivery options. Delivery charges and timescales vary depending on the type of product ordered, the delivery service selected and the delivery address. Please see www.crystalmoontree.com or email orders@crystalmoontree.com or complete the Contact Us page on our website.

5.2 We only despatch products ordered by you once payment has been authorised.

5.3 We will deliver directly to the address specified in your order. We cannot deliver products within the same order to multiple addresses. In some cases we can deliver an order to an alternative address from your registered membership address. Such an alternative delivery address can only be provided to us when ordering online or by contacting our Customer Care team.

5.4 Title to the products you purchase passes to you on delivery by Crystal Moon Tree Ltd to the carrier for shipment to you. Risk of loss and damage of products passes to you when you receive the product.

5.5 If you choose to use the Services from outside the United Kingdom, you are responsible for complying with local laws, if and to the extent that they are applicable. We do not represent or warrant that any product we sell is appropriate for use or available in locations outside of the United Kingdom, or that it complies with any legal or regulatory requirements of such other locations.

8.7 If you order products for delivery outside the United Kingdom, they may be subject to import duties and taxes; you will be responsible for these. We have no control over such charges and cannot advise you as to what they may be, although your local customs office may be able to assist. For deliveries outside the United Kingdom, you will be regarded as the importer and it is your responsibility to comply with all laws and regulations of the country in which the products are to be delivered. Cross-border deliveries may be subject to opening and inspection by customs authorities.

6. Refunds

6.1 You have a statutory right to cancel your purchase within 10 days of receiving the products (subject to the exceptions stated below including orders paid for on the website from Live Sale claims or Story Sales) and refunds are only accepted if the items are in the same unopened and original Crystal Moon Tree packaging. You can cancel by contacting us via email orders@crystalmooontree.com or by writing to Crystal Moon Tree Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ to start the refund process. You should keep evidence of having given notice of cancellation. You must return the products to us (at your own risk and cost) within 10 days of notifying us of your cancellation via Royal Mail 48 hour tracked service and in accordance with the return instructions with your order. Shipping returned items back is the responsibility of the customer and only refunds for products will be given not for postage. If the products are unsuitable for return by post, you will be responsible for the cost of couriering them to us; if you contact us via email, we will try to provide you with an estimate of the courier cost. We will refund the full purchase price within 14 days of receiving the returned products. You must, however, take care of the products before you return them. We will only issue a refund if the items are in the original unopened packaging in a fully resaleable condition, for example they should not have been opened, used or damaged. You do not have the legal right to cancel the following items: (i) perishable products e.g. certain food products or plants/flowers; (ii) audio/video recordings, DVDs or computer software that you have removed from the sealed packaging in which they were delivered to you; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) sealed goods which are not suitable for return due to health protection or hygiene reasons that you have removed from the sealed packaging (vi) items made to your specifications or are clearly personalised (v) newspapers or periodicals.

6.2 Since Live Sale and Story Sale items are viewed in 360* real-time video format and the items seen fully on the screen you have used to view them, returns, order cancellations or exchanges are NOT accepted. This keeps the shopping experience running smooth and fair to everyone who shops our story and live sales.

6.3 We do not accept cancellations of orders, but please do contact us if you have a problem.

6.4 If you return a product to us for any reason, recommend that you get proof of posting. All items must use a 48 hour tracked service via Royal Mail and ensure your item is covered by insurance.

6.5 It is our policy to contact and work with customers whose level of returns is very high. This is to ensure that our prices are not negatively impacted by the cost to Crystal Moon Tree Ltd of dealing with an extremely high number of returns by a small minority of customers. If a customer continues to regularly return products to us, we reserve the right to close their account. If this happens the customer’s statutory rights will remain unaffected, orders accepted by us before the account has been closed will be fulfilled in accordance with these term and individual product warranties will continue to be honoured in accordance their terms.

7. Product Information

7.1 We have taken reasonable steps to display as accurately as possible the colours and other detailing of our products. However, the actual colours and detailing you see onscreen will depend on the equipment you use to view the products. We cannot guarantee that your television, mobile device or computer monitor display of any colour or other detailing will exactly reflect the colour or detailing of the product upon delivery. Crystal are natural items, so slight imperfections are entirely expected.

10.2 Any information regarding sizing of products is included as a guide only. If you are in any doubt as to the size of any product you require, we recommend that you contact us prior to placing an order.

8. Age-restricted Products

8.1 If you wish to order a product where a minimum age requirement is indicated, you must confirm that you are of the required age before you will be able to proceed with the order. We reserve the right not to supply any age-restricted product where we reasonably believe that you are below the relevant minimum age.

8.2 For certain age-restricted products only certain specified payment methods may be allowed.

9. Our liability

9.1 We will not be liable to you where performance of any of our obligations is prevented or restricted by any circumstance or cause beyond our reasonable control.

9.2 You are responsible for the use you make of the products you order. To the extent not prohibited by law, we accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

9.3 We accept liability for death or personal injury caused by our negligence and responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

9.4 Nothing in this section or elsewhere in our Terms and Conditions affects your statutory legal rights.

10. General

10.1 Crystal Moon Tree Ltd is a company registered in England. Our company number is 13524939 and our registered office address is Crystal Moon Tree Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Our VAT registration number is 388245655. Any formal legal notices should be sent to us at the address at the end of these Terms and Conditions by post or by email and confirmed by post.

10.2 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms and Conditions.

10.3 If any part of these Terms and Conditions is found to be unenforceable as a matter of law, all other parts of these Terms and Conditions shall be unaffected and shall remain in force.

10.4 You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of the Services shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

10.5 You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions or any related order for products to any third party unless agreed upon in writing by Crystal Moon Tree Ltd.

10.6 Crystal Moon Tree Ltd reserves the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of its rights or obligations under these Terms and Conditions or any related contract to any third party.

10.7 No term of any contract subject to these Terms and Conditions shall be enforceable by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person not a party to such contract.

10.8 You and we agree that English law applies to these Terms and Conditions and that any dispute between us arising out of or in connection with these Terms and Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.