Shipping & Returns — Hong Kong
Delivery
Dispatch. Orders are dispatched within 1–2 working days.
Delivery time (estimate). Hong Kong: 1–2 working days (Express).
For shipping fees and free-shipping thresholds, please see our [shipping policy](/pages/shipping-policy).
Returns
Change of mind — online orders. If you simply change your mind, contact us within 7 days of delivery. Return the item by post at your own postage cost, or bring it to our shop in person free of charge. We will refund the full item price within 14 days of receiving and inspecting the returned item.
- 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 are not eligible.
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.
In-shop purchases. Items bought in our shop are deemed to have been fully inspected at the time of purchase: no change-of-mind returns and no damage claims (confirmed with Joanna, 2026-10-12). Manufacturing defects remain covered — contact us with photos of the defect. If you need to visit the shop in person for an approved exchange or defect claim, please book an appointment in advance so our staff can prepare.
Sale items. The same Final Sale tiering as our other markets applies: items discounted by 50% or more are Final Sale — they cannot be returned or exchanged for change of mind; items discounted between 30% and 49% may be exchanged (not refunded) within 7 days of delivery, under the same conditions as full-price items (confirmed with Joanna, 2026-10-12).
Damaged on arrival (online orders). 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 arrange a replacement or refund. Damage reported after 72 hours, or assessed as wear and tear, accident or improper care, is not eligible for refund under this section.
Faulty goods. If your item has a manufacturing defect, contact us with photos — we will repair, replace or refund as appropriate. Natural variations in colour, veining and inclusions are characteristics of genuine crystal and are not faults.
Disputes. In the event of any dispute, CRYSTALE reserves the right to make the final decision.
Restringing service
The elastic cord in our bracelets naturally wears with use (typically around 6 months) — this is normal wear and tear, not a fault, and is not covered by any guarantee. We restring bracelets free of charge in our Hong Kong shop — contact us on WhatsApp to arrange a visit.
Legal basis: Hong Kong law gives no general right to change-of-mind returns; the Sale of Goods Ordinance implies that goods must be of merchantable quality and fit for their purpose.