Frequently Asked Questions
My Account
I've got an account but can't remember my password/my password is not recognised. What do I do next?
We don't store your password anywhere on our system, so if you've really forgotten yours, simply go to the My Account log-in page and click on the 'Forgotten Your Password?' link. You will automatically be sent a new random password, which you can of course change as soon as you want to something more personal and memorable. Otherwise, call us on +44(0)1254 351366 and we can create a new one for you over the phone.
Using an Offer Code
I've got an offer code but the website won't accept it. What do I do next?
It's quite possible then that the offer code has expired. However, if you are having problems with the offer code on the website, please call us on +44(0)1254 351366 and we'll sort it out for you.
Please note that only one offer code or promotional voucher can be used per order and may not be used in conjunction with any other promotional offer.
Loyalty Points.
What is the value of my points?
Each point is worth .01p. Therefore an order for say £50 is worth 50p. There will be promotions throughout the year of double points or even triple points.
Can I use these points in retail shop?
The loyalty points are only available on the Crisalis Collectors Club website and cannot be used outside this website. < /p>
Placing Your Order
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How do I place an order?
You can place an order by telephone, online, fax or mail order using our paper order form. Click here for full details.
What is the correct price I have to pay for the product?
When you order online, the price is automatically selected as the computer software detects the correct price for your country.
I ordered an item but my basket is empty. Why is this?
This will be because the cookies on your computer are blocked. Please adjust your settings to ‘’Accept All Cookies’’
Delivery
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How is my order delivered?
The delivery options for your order are dependent upon the size, weight & value of the order and where you live. When shopping online, you will be given a range of options from which to choose. When ordering via telephone, our Customer Support Team will outline the best option for you. For full details on our delivery services, including our Premium Delivery (1st Class) services, click here.
What if some of the items ordered are not in stock - when is my parcel sent?
Parcels are only sent out once ALL the items are in stock (this only applies for orders outside the UK). If you do require the items which are in stock then you will need to pay for an extra delivery charge. You can do this by emailing customer support authorising us to do so or by calling us on +44(0)1254 351366.
Can I arrange a specific date for delivery of my order?
Yes you can, but you need to call us before you place your order. Simply call our Customer Support Team on +44 (0)1254 351366.
My country is not listed in the website checkout - what countries do you deliver to?
Much as we'd like to, there are certain countries we do not deliver to yet, as the delivery charges are simply too high or the delivery service is unreliable or unavailable. We are constantly reviewing these charges and adding new countries to our list, so please click here to see if your country has been added.
Can the website give us an estimated date of arrival ETA on out of stock items?
We will specify on the page when the item is likely to be back in stock.
Tracking Your Order
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How can I track my order?
Please allow 5 working days (10 working days for International Customers) before contacting us. If you would like further information please contact us.
I haven't received my order - what happens next?
If you have not received your order please contact Customer Support on +44(0)1254 351366 and we will investigate immediately.
Returning Items
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My goods are faulty - how do I return an item?
Our apologies if you have received an item that is damaged or faulty. The simplest thing to do is contact Customer Support on +44(0)1254 351366 who will advise you on the best way to return an item and (depending where you are) will issue you with a returns label for the damaged item. It would be advantageous to keep the original packaging just in case it is required. FAULTY or DAMAGED GOODS have to be returned within 30 days. As soon as we receive it, we will either refund your card or replace the item as requested by you.
I've had a change of heart and no longer want my stuff - how do I return an unwanted item?
We understand that there are times when you receive items and decide that you no longer want them. In this instance, UNWANTED GOODS have to be returned within 30 days UNOPENED. As soon as we receive it, we will refund your card. Please note however, that delivery charges for unwanted items will not be refunded nor will Crisalis Collectors Club pay delivery costs for the return of unwanted items.
I've received the wrong item - what do I do next?
If we have inadvertently sent you the wrong item, our apologies for any inconvenience this may cause. Please call our Customer Support Team on +44(0)1254 351366 regarding the return of the wrong item and despatch of the correct one. Alternatively you can email us at orders@crisalis.co.uk
Our Prices
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I've found an item cheaper on another site - do you price match?
We aim to be competitive and offer the best prices - and service - wherever possible. If there is a considerable price difference we'd welcome your feedback. We cannot always price match but click here for full details of our Pricing Policy.
