Shipping & Returns — Singapore & Malaysia
Delivery
Dispatch. Orders are dispatched within 1–5 working days of order confirmation. (If you need your bracelet or ring resized, please note it in the order remarks.)
Singapore — Standard. SGD 17; free standard shipping on orders over SGD 180. Estimated delivery: 7–14 working days.
Singapore — Express. SGD 25 (free-shipping threshold does not apply to Express). Estimated delivery: 1–3 working days.
Malaysia — Standard. MYR 49; free standard shipping on orders over MYR 500. Estimated delivery: 7–14 working days.
Oversized orders. Orders over 2kg or containing large items may incur additional shipping fees — we will contact you to arrange this. If you do not accept the additional fee, you may cancel the order free of charge.
Delivery times may be affected by public holidays, when couriers run limited services. All delivery times are estimates based on past orders, for reference only.
Returns
Change of mind. If you simply change your mind, contact us at info@crystale.co or WhatsApp +852 9602 9647 within 14 days of delivery and we will refund the full item price to your original payment method within 14 days of receiving and inspecting the returned item. You arrange and pay for the return shipment yourself. Please pack returns carefully — we recommend using the original packaging with cushioning material (crystals are fragile), and a trackable postal service; goods travel at your risk until they reach us; we cannot refund items damaged due to inadequate packaging. Items must be unworn, unused and in their original condition and packaging. Tags must still be attached and intact, with no signs of use — otherwise the refund will not be accepted. Personalised items (rings resized to a specified size at your request, custom orders) are not eligible.
Sale items. Items discounted by 50% or more are sold as Final Sale — they cannot be returned or exchanged for change of mind. Items discounted between 30% and 49% may be exchanged (not refunded) within the 14-day window, under the same conditions as full-price items. The applicable tier is the discount shown at the time of purchase; Final Sale items are clearly marked on the product page before checkout. These terms do not limit your statutory rights for faulty goods.
Gifts. If you received your item as a gift, you may exchange it within the same return window — please provide the order number when contacting us. Refunds are only issued to the original purchaser.
Damaged on arrival. If your item arrives damaged, contact us within 72 hours of delivery with photos of the item and its packaging. Where the damage is assessed as having occurred in transit or before delivery, we will provide a return label and issue a refund once the item is received and inspected. Damage reported after 72 hours, or assessed as wear and tear, accident or improper care, is not eligible for refund under this section. These terms do not limit your statutory rights for faulty goods.
Faulty goods — your statutory rights. If your item is faulty or materially different from its description, you are entitled to a remedy under applicable consumer law:
- Singapore: under the Lemon Law, defects found within 6 months of delivery are presumed to have existed at delivery. We will repair or replace within a reasonable time; if that is not possible, we will offer a price reduction or a refund.
- Malaysia: under the Consumer Protection Act 1999, goods carry implied guarantees — including acceptable quality and fitness for purpose — that cannot be excluded. We will repair, replace or refund as appropriate.
We cover all return shipping for faulty-goods claims. Please inspect your goods on arrival and report any problem promptly. Natural variations in colour, veining and inclusions are characteristics of genuine crystal and are not faults; damage from wear and tear, accidents or improper care is not covered. Examples of wear and tear include bracelet elastic cords wearing with use (lifespan depends on wearing habits — typically around 6 months, but as short as around 2 months with frequent water exposure or contact with chemicals) and rings or metal components darkening or fading over time (especially with heavy perspiration or contact with chemicals or perfume — this is normal). Please avoid prolonged contact with perspiration, chemicals and perfume, and refer to the care guide on our product pages. We restring bracelets free of charge in our Hong Kong shop — contact us on WhatsApp to arrange a visit.
Nothing in this policy limits those rights. To make a claim, contact us with your order number and a description (photos help) of the problem.
Disputes. In the event of any dispute, CRYSTALE reserves the right to make the final decision.
Legal basis: Singapore Consumer Protection (Fair Trading) Act — Lemon Law (defects found within 6 months of delivery are presumed to have existed at delivery); Malaysia Consumer Protection Act 1999 — implied guarantees (acceptable quality, fitness for purpose) cannot be excluded. Neither market gives a statutory right to change-of-mind returns.