Shipping & Returns — United Kingdom
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.)
United Kingdom — Standard. £15; free standard shipping on orders over £120. Estimated delivery: 7–14 working days.
United Kingdom — Express. £35 (free-shipping threshold does not apply to Express). Estimated delivery: 2–4 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.
Customs and duties. Any customs duties or import taxes are the customer’s responsibility.
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
14-day cancellation right. You may cancel your order within 14 days of receiving your goods, without giving any reason. Contact info@crystale.co or WhatsApp +852 9602 9647 before the period expires.
Refund. We will refund everything you paid (including standard delivery) within 14 days of receiving your cancellation notice. We may wait until the goods are returned.
Return shipping. Unless the goods are faulty, you pay the cost of returning them. Please pack returns carefully — we recommend using the original packaging with cushioning material (crystals are fragile), and a trackable postal service. Risk of transit remains with you until the goods reach us; we cannot refund items damaged due to inadequate packaging.
Exceptions. The cancellation right does not apply to goods personalised at your request (e.g. rings resized to a specified size, custom orders).
Condition of goods. Please return items with tags attached and in their original condition. If goods show use beyond what is necessary to inspect them (e.g. tags removed or signs of wear), we may deduct an amount for diminished value.
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.
Faulty goods. If goods are faulty: within 30 days of delivery you may reject them for a full refund. After 30 days (up to 6 years), you may ask for repair or replacement; if that fails, you are entitled to a refund (which may be reduced to reflect use). 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.
Disputes. In the event of any dispute, CRYSTALE reserves the right to make the final decision.
Legal basis: Consumer Contracts Regulations 2013, Consumer Rights Act 2015.