FAQ

General Information

We specialise in fabrics and accessories for dancers and entertainers. Our main clientele are Ballroom, Latin, Ice Skate and Disco dancers. We mainly sell stretch and sheer fabric, laces, haberdashery, rhinestones, tanning lotions and dancing accessories.
No we do not make costumes we only sell the fabrics, accessories and haberdasheries.  However, please contact our sales team who can  recommend dress makers in your area.
No we do not rent garments they are only for sale. To view our full range of dancewear and evening wear please come and visit us at our Boutique store in Toronto.
No we do not do alternations. However, please contact our sales team who can help recommend dressmakers and dry cleaners who can do alterations in and around the Toronto area.
Sorry we do not sell patterns.
We sell AIDA dance shoes, women and men’s models for Latin, standard and practice. We do not sell jazz, tap or ballet shoes. 
Yes we have a catalogue of our products and dancewear. You can download this straight from our website. If you would like a catalogue added to your order please request one under Notes at checkout which we will add FREE of charge for you.
We have made our website very user friendly by shopping for color. You can shop by fabric color, lace color and rhinestone color to help you decide on our wide range of products. Need some inspiration? Check out our trend pages where we keep this up to date with all the latest trends taken from the catwalk. As well as collaborating color ideas with our fabulous range of printed fabrics with our Be Inspired with Prints. If that is not enough we also have a Be Inspired with lace so you can see how the lace looks against the body with a collaboration of ideas. Found what you want? Add to your basket and when you are done browsing, follow the instructions on screen to complete your order.

We try to give you as much useful info as we can about all our products, including: a detailed description, a variety of pictures.

If there is more information you need please contact our sales team at info@crystal-clover.ca

We try our very best to make sure the product image is as close as we can get it to the actual product. However, depending on computer screens and settings the images may vary from one computer screen to another. Therefore if you have not bought a particular color of fabric from us before please request a sample by contacting our sales team. Please note that we do NOT accept returns on cut fabrics. Therefore if in doubt, please contact us for a sample so that it ensures you to receive the correct fabric.
Unfortunately not we only have the color range available that is visible on our website. However, for more information on a particular product please contact our sales team who are more than happy to help.
Unfortunately not - we do not make fabric on our premises. However, please contact our sales team who are more than happy to help and might be able to help you find an alternative.
We do not open packets of ss16 or ss20 stones as they are sold per packet, but we can sell the larger sew on Lumie stones individually.
Yes we do – in fact if you have not bought from us before or are unsure about a particular color we advise you to request for samples first before purchasing as we do not accept returns on cut fabrics. Please contact our sales team with your address details and up to 5 fabric samples to be sent to you free of charge. Any more than 5 fabrics samples we may need to charge postage. We do not send samples of rhinestones or lace motifs.
We cannot ship aerosols such as hairspray or aero tan by express post as they are classified as dangerous goods. These items can only be shipped by standard post, meaning by truck instead of by air. If you place and order using express post and include any of these items, these items will be cancelled from your order and the total cost of your order amended accordingly. If you are unsure or need more information please contact our sales team at info@crystal-clover.ca.
Yes we offer a 10% student discount. Include a picture of your valid student ID in and email with your order number to info@crystal-clover.ca and we will manually discount the total cost of your order when it is ready to be dispatched. However, discounts are exempt from products that are already reduced such as sales/clearance items and delivery charges. Crystal Clover Canada reserves the right to terminate this discount without notice.
Yes we offer discount to dressmakers who order on a regular basis. The level of discount is based on the volume of purchase. For more information and to inform us that you are a professional dress maker please contact our sales team. However discounts are exempt from products that are already reduced such as sale/clearance items and delivery charges. Crystal Clover Canada reserves the right to terminate this discount without notice.
Yes we can offer wholesale discount based on your purchase quantity and frequency of purchasing. For more information and to discuss this in depth please contact amanda@crystal-clover.ca
Our sales team speak English, French and Russian.

Placing Order

We’ll only send you email newsletters if you ask us to. We’ll never pass your details onto anyone else and you can unsubscribe whenever you like.
Just click on the ‘I have forgotten my password’ under the sign in and enter your email, we’ll send you a link to set up a new one. If you do not receive it right away, please check your junk mail folder in case it makes its way there.
If you are having trouble signing in, please check you are using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven’t accidently left Caps Lock on.
If you forget your password, you can reset it, by clicking on the forgotten password link on the sign in page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.
Yes you can contact our sales team either by telephone or by email. However it is more efficient to place an order via our website as that way we receive all your address and payment details safely and correctly.
You can browse on our website and add items to your basket without creating an account, but to then make purchases from your basket you will need to create an account by providing an email address and creating a password. Once you have created an account, shopping with us will be even easier:
  • Save your details for speedier checkout
  • Save multiple delivery addresses
  • View all previous orders from your account
  • Track any order you are waiting to have delivered
  • If you choose to subscribe to our newsletter, we’ll keep you up to date with all the latest products and news.
Once your order is complete you can no longer add items to that web order. However you can place another web order and leave a message under NOTES – ‘to add to previous order’ quoting the order reference number at checkout. We will then do our best to make sure this is added to your order and reduce the cost of the second postage cost accordingly. However you will need to inform our sales team asap about this to make sure it is done within 1 hour of your order being confirmed otherwise it might be too late. To cancel an order you will need to contact our sales team asap within 1 hour of placing the order. If you want to make changes to the order please contact our sales team to amend the order. Please be aware that if these changes make the total cost of your order more than what the original web order was worth then we will need to ask for your payment details so please have them ready as well as your order reference number.
If you have placed an order incorrectly and need more to be added or amended please contact our sales team asap quoting your name and order reference number info@crystal-clover.ca. If you need to order more please note we cannot charge your bank card more than what your web order is worth therefore we will need to take your payment details. Alternatively place another web order and inform us which order you want us to cancel asap. If you do not let us know within 1 hour of placing your order it may be too late to change your order.
Do you know what you are looking for? If so type it into the SEARCH Crystal Clover box at the top of the page and click on the magnifying glass. Or to browse what is available, select a category from the drop down menu under FABRICS, TRIMMINGS etc.
The minimum quantity for fabrics and haberdashery is 50cm.
The minimum quantity on fabrics is 50cm. However as an example if you want to order 1.75m of something but you only have a choice of 1.5m or 2m - at checkout under NOTES write the quantity of what fabric you need and we will amend the total cost of your order when it is ready to be dispatched. We cannot charge more than what your web order is worth so make the quantity higher rather than lower, otherwise your order may be cancelled and you will need to start again.
We currently do not have the facility to let you know if or when an item will be back in stock on the website. The majority of our limited edition items are not available once they are out of stock. Our regular stock such as our Basic fabric range will be back in stock but we may not have a delivery date. Please contact our sales team for more information about our out of stock items who are more than happy to help. Please also keep an eye on our website as the status updates of our products are updated daily.
We take great care in making sure our website is updated on a daily basis. If a product is no longer on our website it will mean that it is now discontinued. However please contact our sales team for more information regarding a particular product and we will do our best to try and help.
At Crystal Clover we take great pride in offering our customers top of the range products with new and exciting collections. As the bulk of our customers are dress makers, designers, dancers and entertainers; originality is crucial to making sure each garment is a success and one of a kind. Therefore our printed range is limited to please our customers and make them stand out from the crowd.
Your promo code has to be entered in the box which states ‘Promo Code’ at checkout. Once you have entered the code, click on Update. You must enter the promo code when you are checking out as it cannot be applied later. Only 1 promo code can be used per order.

Payment

We ask your bank for authorisation of your debit/credit card when you place an order with use. However your card will only be charged when we dispatch your goods to you; you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.
Yes you can use the credit note against your next order. At checkout under NOTES enter the credit note number, account name and amount. We will then manually deduct this amount from the total cost of your order when it is ready to be dispatched.
You can pay using any of the following:
Visa and mastercard credit cards
Visa debit, visa electron, maestro, sol and mastercard debit cards
Sorry we do not accept American Express / Diners / JCB cards and we do not do paypal.


As soon as we have received payment your order will be shipped. If we do not receive payment within 5 working days your order will be cancelled. If you email us a copy of proof of payment we can get your order shipped to you quicker. Please note it can up to 5 working days for the money to be transferred depending on the banks. Therefore, if you want your order to be shipped express we cannot do this unless you email us a copy of proof of payment first.
No we do not accept PayPal. We only accept either by bank card and Moneris.
We are not able to specify why card payments fail as the payment process involves both our secure payment gateway and your bank. In the first instance you should double check you have entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement. If your billing address is incorrect it will cause your payment to fail – this is a security measure banks put in place to protect your security. If all else fails please try an alternative card for payment (we do not accept American Express). For overseas customers you may need to inform your bank of this overseas transaction for them to accept this payment.

Returns and exchanges

We do not accept returns for cut fabrics. Normally we only accept returns if the order was processed incorrectly or the item is defective. In special cases, we do accept an exchange – it has to be agreed by Crystal Clover prior to your return of the goods.
Yes, if your order was processed incorrectly or the item you received is defective, we will make a full refund including return postage. If the goods were returned for exchange (subject to prior agreement), we will NOT refund the return postage and in some cases we will charge the postage for sending the replacement.
As soon as your return has been processed by our sales team, we will email you and let you know.
Prior to contacting our sales team before returning a product, you have up to 5 days to return a product that is defected or processed incorrectly.
Sorry we do not sell patterns.We do not accept returns on cut fabrics /haberdashery and opened packets of rhinestones as these items cannot be re-sold.iv>
If you have received a faulty product or incorrect item please contact our sales team asap who will be more than happy to help resolve the issue.
Prior to contacting our sales team about a return, you will be refunded by the card used to pay for your order. Please allow up to 28 days for the amount to appear on your payment card, If after this time you have not received your refund, please contact our sales team.
Whenever you send a parcel back to us make sure you obtain proof of postage. We will need this to investigate your parcel if it gets lost on its return to us.
No unfortunately we do not accept returns on cut fabrics as these cannot be resold. If you are unsure of a color please contact our sample department to request up to 5 samples sent to you free of charge.
If the packet has been opened no unfortunately we cannot accept returns as once opened they cannot be re-sold. If the packet has not been opened please contact our sales team to discuss an exchange (subject to stock availability).
No unfortunately we do not accept returns on cut fabrics as these cannot be resold. If you are unsure of a color or fabric please contact our sample department to request up to 5 samples free of charge.
No unfortunately we do not accept returns on cut fabrics as these cannot be resold. If you are unsure of the color match of fabrics please contact our sample department to request up to 5 samples free of charge.
We do our best to make sure the color of the fabric on the website is as accurate as it can be to the fabric in real life. However the color can look different from one computer screen to another depending on the computer settings. We do not take responsibility for this issue so we do not accept returns on cut fabrics. If you are unsure of the color quality please contact our sample department to request up to 5 samples sent to you free of charge.
We do not take responsibility for how the dye dyes fabric therefore we do not offer refunds for this. It is recommended you test the dye first before you go ahead and dye the full fabric/garment. We suggest to only dye fabric that is white – not colored. In most cases fabric is dyed white so even the majority of white fabrics will need to be stripped of the color first.

Duty and tax

In order to cater to customers from all Canadian provinces as well as from outside the country we have decided NOT to include taxes in our prices since the taxes vary according to our province or country of residence. However, when you are at the checkout the correct amount of taxes will be added to your order depending on which country or province you are from. Users can also choose to view tax included prices by changing their setting in the My Account page.
All Crystal Clover orders are shipped from Toronto, Canada (occasionally it could also be dispatched from our Tokyo office), so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be paid by the recipient of the parcel. If you have any questions related to customs charges, please contact your local customs office.

Order processing

If you have placed an order incorrectly and need more to be added or amended please contact our sales team asap quoting your name and order reference number info@crystal-clover.ca. If you need to order more please note we cannot charge more than what your web order is worth therefore we will need to take your payment details. Alternatively place another web order and inform us which order you want us to cancel asap. If you do not let us know within 1 hour of placing your order it may be too late to change your order.
We want all our customers to receive top quality products and we take great care to check the products before they are shipped. If you think there is a fault with an item please contact our sales team at info@crystal-clover.ca or telephone us on 647-907-5440
If you have received an incorrect item in your order, please contact our sales team and let us know exactly what is wrong with your order. Please remember to include your name and invoice number within your message as this will help us identify your orders quicker.
If an item is missing from your order please contact our sales team and let us know exactly what is missing from your order. Please remember to include your name and invoice number within your message as this will help us speed up the search for your order details.
As soon as your order is dispatched from our warehouse, you will be sent an email to confirm that is on its way. It should be delivered within the timescales shown through our time in transit system, if your order can be tracked you can check the progress by logging into your account.

Shipping and tracking

Once your order is dispatched from our warehouse, you’ll be sent an email containing a tracking number and link to our carrier’s website that will tell you the current status of your delivery. Alternatively you can track parcels through your account. If you have any questions related to tracking your order please contact our dispatch team and we’ll be happy to help info@crystal-clover.ca
If you have chosen the wrong delivery option please contact our sales team asap at info@crystal-clover.ca or by telephone quoting your name and order number. The postage cost will be more expensive to send express therefore you will need to let us know your payment details as we cannot charge more than what your order is worth on the website.
We cannot ship aerosols such as hairspray or aero tan by express post as they are classified as dangerous goods. These items can only be shipped by standard post, meaning by truck instead of by air. If you place and order using express post and include any of these items, these items will be cancelled from your order and the total cost of your order amended accordingly. If you are unsure or need more information please contact our sales team at  info@crystal-clover.ca
We currently do not offer free delivery but we plan to sometimes hold special discount event so it is worth keeping an eye on our websites for up to date details regarding these offers. You might like to join up to our newsletter to keep up to date of all our latest news, promotions and discounts. Just enter your email address in the sign up box found on our homepage and our newsletter will be delivered directly to your inbox.
If your order has not been delivered within the timescales for your location please contact us at info@crystal-clover.ca. Please remember to include your name and invoice number within your message - this will help us speed up the search for your order.
If you have tracked your parcel and think it may be lost please contact us at info@crystal-clover.ca. Please remember to include your name and invoice number within your message as this will help speed up the search for your parcel.
In most cases a signature will be required. If you are not around the carrier will leave a calling card with the details of how you can collect it or arrange for another day.
If you want the package to be left with a neighbour at checkout under customer notes please leave a message i.e. IF NOT LEAVE WITH NEIGHBOUR AT NO.4. We will then put a label on the package with your specifications for the postman to see. You can also have your order delivered to a more convenient address, perhaps a work address.
We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.
When you create an account with us you can save a multiple of delivery addresses. This is quick and easy to manage. Making it even easier the next time you shop with us.
Go to the 'address book' in 'your account' and click on the 'add delivery address' button and enter the new details. You can also add a new address when you are placing an order during the checkout process. You can change or delete any of them any time you like.
However please note we not ship to PO Box addresses as the package needs to be signed for.
We cannot send orders to a PO Box address as the package needs to be signed for by a person who is present.
The warehouse and office is closed on Bank Holidays therefore your order will be processed and shipped the next working day.
The postage cost is charged based on the weight of the package and delivery destination. FedEx is our recommended sipping partner which provides detailed tracking facility online Standard service is for destinations with Canada domestic and the US. Express service is available to all countries (subject to FedEx delivery terms and conditions).

We cannot tell you an exact cost of the postage by telephone as we need to prepare the order before giving you the final cost. However, by placing an order through our website it will tell you the total cost of the postage at checkout. The more you order the more the postage becomes worthwhile when shipping overseas.
The postage cost may seem slightly costly – especially overseas however you are paying for a great service. The many years we have worked in the retail industry we rely heavily on the couriers we use and respect our customer's tight time frame for meeting deadlines. Therefore the carriers we choose provide this service within the designated time frame. You can track your package from when it has left the warehouse to each stop until it reaches its destination.
We have great faith in our carriers and the couriers we work with provide a great service in getting packages delivered within the designated time frame both in Canada and Internationally. The majority of our customers are dress makers and professionals who have a very tight time frame and rely on a reliable service especially overseas. We can track the package from when it has left the warehouse to each stop ending at the final destination so if there is a problem with travel delays or weather conditions we can let you know.

However if you are not happy with the postage cost please contact our dispatch team who can help find an alternative solution. However we do not take responsibility for choosing a slower/cheaper option as we cannot track the package once it has left the warehouse. Therefore we cannot be held responsible if the package is delayed/lost/stolen.

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