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Frequently Asked Questions

 

Every effort is made to enable you to have a pleasant shopping experience. Enclosed is general information on customer service and our policies. Should you have other questions, please

 
Table of contents
How can I place an order?
If I have a style/item number, but I can't find the product on your web site can you still order if for me?
Do you have a safe shopping guarantee?
How can I pay for these products?
How do you use my personal information?
How about duties and tax?
Do I need to register every time I visit crystalgallery.com?
How soon do I get the products I ordered?
How much does the shipping cost?
May I send the products to a different address other than mine?
Can I track the products to see where they are?
May I return the products if I am not satisfied?
What do I have to do if the products I receive are damaged?
Do you offer any volume discounts?
If the shopper keys in their card details at home or in the office, surely they are not encrypted until after they arrive at the Comtrust system?
How do I take care of lead crystal products?
Do you repair crystal products that have been bought elsewhere?
How can I contact you?
 
 
How can I place an order on the site?

Select one of our categories from the product link down with images or from the combo box which is located on the bottom of the bar. The products in that sub category will appear. Click the button for the product that you wish to buy. The product will be placed in the shopping cart and you can continue shopping. If you want to remove a product from the shopping cart, then click on remove product from the shopping cart.

 
  
If I have a style/item number, but I can't find the product on your web site can you still order if for me?
If a product is not listed on our website it does not mean that we cannot produce one. So if you are looking for something special, please visit our request catalog page and fill up the necessary details which you want and we will try to do our best to get the products you need.

  
Do you have a safe shopping guarantee?
Our Safe Shopping Guarantee protects you while you shop at crystalgallery.com, so that you never have to worry about credit card safety. We guarantee that every transaction you make at crystalgallery.com will be safe. You pay nothing if unauthorized charges are made to your card as a result of shopping at crystalgallery.com.
  
How can I pay for these products?
We offer you two options for payment; you may either pay for the products online with the help of our payment processing partner at Comtrust.ae OR you may also pay offline by sending your personal information and financial data on a fax to us (+971-04-333-1-660). We accept Master Card and Visa.
  
How do you use my personal information?
In general we can say that personally identifiable information is not given out to unaffiliated third parties except for the case when you give us your consent. For a more precise answer please check our
  
How about duties and taxes?
The customers pay the duties and taxes wherever applicable. However we give an indicative price.
  
Do I need to register every time I visit cystalgallery.com?
No, it is not necessary for you to register every time but you have to remember your user ID and password.
  
How soon do I get the products?
In spite of orders being processed immediately there might be a delay due to shipping and handling. It could also be that we may not have the product/s in stock and we might need additional time to manufacture the same. In such an event we would email the approximate time to be taken for production and shipping.
  
How much does the shipping cost?
The shipping cost depends on the weight, volume and the location. After you have selected the quantities, products and checked out you can see the exact shipping and insurance cost.
  
May I send the products to a different address than mine?
Yes, you can ship to a different address which is different from your billing address. However, the billing address must be the same as the address on your credit card, so our card processor will recognize the cardholder as valid.
  
Can I track the products to see where they are?
Yes, an e-mail will be sent to you with your courier service tracking number. To track your order, go to this particular link and enter your tracking number in the space provided.
  
May I return the products if I am not satisfied?
With our 8-Day Return Policy we guarantee your satisfaction. If within 8 days from the time you receive the goods, you are not satisfied with your purchase; we will replace the item or provide full credit for the full merchandise amount less any shipping charges and a 15% restocking fee.
  
What do I have to do if the products I receive are damaged?
Although every effort is made to carefully pack the goods, occasionally, they could be damaged in transit. Upon receipt of your merchandise, you must carefully examine its condition, should you find a damaged or broken piece, you must call the local courier service office immediately. Do not throw away the products or the packaging, as well as the proof of delivery; should you do so, we will not be able to replace the goods. You are entitled to return the products. For further details please check the return policy, please refer to our terms and conditions.
   
Do you offer any volume discounts?
Yes we do. For volume discounts on items, please
 
  
How do I care for crystal products?
Crystal is essentially a high quality form of glass, produced with lead oxide. Lead content maximizes light refraction, brilliance and sharp faceting in crystal. Created from the world's finest 24% full-lead crystal, Crystal Gallery’s products are made of numerous individual prisms, each meticulously cut and polished by skilled artisans and stuck with industrial special adhesives.

Caring for general crystal products: You have invested your money, time and even emotion to find beautiful crystal products to complement your workplace or home. It is better to be safe than sorry so we would like to share recommendations to ensure that this investment is well protected. Dust actually can be an abrasive and scratch the crystal. To maintain the beauty of crystal, please clean with a soft dry cloth or micro-fiber cloth. If necessary, use a small amount of glass cleaner on the cloth and wipe gently. Crystal products should be washed by hand with warm water and a small amount of mild detergent. You can use a baby bottle brush for delicate corners. Washing them in a dishwasher is not recommended; it could crack the crystal. When washing by hand, use a soft sponge or cloth, warm water and a mild detergent. Place a rubber mat in the sink is recommended so that it can prevent accidental slipping and breaking. Do not use steel, wool or harsh abrasives, as this could damage the pattern. Crystal products are not recommended to be heated in a microwave oven. Sudden changes in temperature can cause the crystal to crack which is also the reason candles should not be allowed to burn completely down in crystal candle stands. Crystal products can only withstand repetitive shocks to a certain extent, so please ensure they are not packed with other materials like metal or wood.

Caring for barware and tableware: It is recommended that the products should be hand washed, please follow the general instructions for crystal products as mentioned earlier. For flutes and other types of crystal glasses, please do not keep them upside down as it can add stress to the delicate rim. Leave them standing up to dry. If products like decanters have a ‘foggy’ appearance after being sealed for long, it is recommended that 1 tablespoon of table salt and 2 tablespoons of vinegar can be added, shake the decanter well and then rinse well with lukewarm water. You can twist an absorbent kitchen towel or tissue into the decanter and leave it overnight. Never leave wine for more than a day or two in the decanter.

Caring for decorative pieces: Please follow the instructions as mentioned earlier. Using anti-static detergents help to prevent the piece from gathering dust.

Caring for flower vases: Hard water, due to its chemical composition can damage the crystal and leave a water line on the upper part of the vase, so it is recommended to use mineral water instead. If the vase is bulky or heavy, we recommend that the vase should not be filled completely with water but add mineral water or ice cubes as and when required.

Caring for jewellery: To maintain jewellery in its pristine condition, please ensure that the product is wrapped in tissue or satin if possible, so that it avoids contact with other jewellery products. Also it is recommended that jewellery should be stored away from products like perfumes, detergents, wax or any chemical substance that can cause discolouration.

Displaying crystal collection: Crystal should be stored away from direct sunlight because it could cause slight damage by weakening the industrial special adhesives that hold it together. It is advisable to display crystal in a halogen-lit display wooden cabinet. We also recommend that crystal products with coloured bases should be displayed below eye-level to achieve maximum color refraction.

It is worth taking these precautions so that your chosen products retain their sparkle. Your crystal collection makes great keepsakes and can be handed over from generation to generation.

   
If the shopper keys in their card details at home or in the office, surely they are not encrypted until after they arrive at the Comtrust system?
When the shopper fills in the payment form and clicks the submit button, their details are not sent straight away. What actually happens is that a secure link is set up between the shopper's browser and Comtrust (the payment gateway) and an encryption code is requested and received, which then wraps the order and transaction details before leaving the shoppers premises using industry standard SSL, Comtrust unique encryption systems.
  
Do you repair crystal products that have been bought elsewhere?
Yes we do, but it depends on the product and what needs to be done. We can remove scratches, replace chipped corners and polish the crystal product but we will need to see the product directly. To know more, please
  
How can I contact you?
You are welcome to contact us:
Telephone: +971 04 3331660
Fax: +971 04 3331990
Mail: Crystal Gallery L.L.C.
P.O.Box : 487
Dubai, United Arab Emirates.
 
 
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