Shipping & Returns — Hong Kong
Delivery
Dispatch. Orders are generally dispatched within 1–5 working days of order confirmation. Dispatch may take longer if items need to be restocked, or if items held at different stores need to be consolidated before shipping. (If you need your bracelet or ring resized, please note it in the order remarks.)
Hong Kong — Express. HKD 50; free express shipping on orders over HKD 800. Estimated delivery: 1 working day.
Macau — Standard. HKD 45; free standard shipping on orders over HKD 800. Estimated delivery: 2–3 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 — 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 (appointment required). We will refund the full item price within 14 days of receiving and inspecting the returned item.
Please pack postal 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.
In-store returns require advance booking so we can notify store staff to prepare; please state your return reason when booking.
- 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. 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.
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.; damage from wear and tear, accidents or improper care is likewise 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: 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.