Returns and Replacements

Returns Policy

We want you to be completely satisfied with your Galway crystal purchase. If you are not happy with your order, you may return eligible items within 30 days of delivery for a full refund or exchange.

Return Conditions

To qualify for a return, items must meet the following requirements:

  • Items must be unused and in original condition
  • All original packaging and protective materials must be included
  • Crystal pieces must show no signs of handling or damage
  • All certificates of authenticity must be included
  • Proof of purchase must be provided

Non-Returnable Items

The following items cannot be returned:

  • Personalized or engraved crystal
  • Custom-made pieces
  • Crystal that has been used or displayed
  • Items purchased during clearance sales
  • Damaged items not reported within 48 hours

Return Process

To initiate a return, please follow these steps:

  1. Contact our customer service team through our website
  2. Receive return authorization and special packaging instructions
  3. Package items securely using the original protective materials
  4. Include all original documentation and certificates
  5. Ship to the address provided in your return confirmation

Return Shipping

For crystal items, we provide special return shipping instructions. Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using insured, trackable shipping for all returns.

Refund Processing

Once we receive and inspect your return:

  • Please allow 10-14 business days for processing due to careful inspection
  • Refunds will be issued to your original payment method
  • You will receive email confirmation when your refund is processed
  • Original shipping costs are non-refundable

Replacements

For damaged or defective crystal:

  • Contact us within 48 hours of delivery
  • Provide photographs of the damage or defect
  • We will arrange for a replacement piece to be crafted
  • Replacement times may vary depending on the item

Crystal Care Instructions

Before returning crystal:

  • Ensure pieces are clean and dry
  • Wrap individually in soft cloth or bubble wrap
  • Use ample padding in shipping box
  • Mark package as “Fragile”

Damaged Items

If you receive a damaged item:

  • Contact us immediately within 48 hours of delivery
  • Provide clear photographs of the damage and packaging
  • Do not discard any packaging materials
  • We will arrange insured collection and replacement

International Returns

We accept international returns but recommend:

  • Using registered and insured shipping
  • Checking local customs regulations
  • Allowing additional time for processing
  • Being aware that original shipping costs cannot be refunded

Inspection Process

All returned crystal undergoes:

  • Visual inspection for damage or wear
  • Verification of authenticity certificates
  • Checking of all component parts
  • Quality control assessment

Return Timeframe

Please allow 3-4 weeks for the complete return process:

  • 7-10 business days for return shipping and inspection
  • 5-7 business days for refund processing
  • Additional time for international returns

Questions About Returns?

For any questions regarding returns or replacements, please contact our customer service team through the contact form on our website. Please have your order number ready for faster assistance. Due to the fragile nature of our products, we appreciate your understanding of our thorough return inspection process.