Shipping & Returns — International
This policy covers all markets not listed on our other returns pages (Taiwan, Japan, Korea, UAE, …).
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.)
Taiwan — Standard. TWD 499; free standard shipping on orders over TWD 5,000. Estimated delivery: 7–14 working days.
Taiwan — Express. TWD 950 (free-shipping threshold does not apply to Express). Estimated delivery: 1–3 working days.
All other regions — Standard. USD 25; free standard shipping on orders over USD 250. Estimated delivery: generally 7–14 working days (varies by country/city).
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 returns. If you are not satisfied with your purchase, contact us at info@crystale.co or WhatsApp +852 9602 9647 within 14 days of delivery. Return the item to our Hong Kong address (provided on request) by tracked post — we refund the full item price to your original payment method within 14 days of receipt and inspection.
Return shipping. You pay the return postage for change-of-mind returns. 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.
Condition. Items must be unworn, unused and in original condition/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 for change-of-mind returns.
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.
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.
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.
Faulty, damaged or not as described — start with photos. Contact us within 14 days with clear photos or a short video via WhatsApp. We then choose the fastest fair resolution:
- Clear-cut cases: replacement shipped (or refund issued) on photo evidence alone — no return needed.
- Disputed or high-value cases: we provide a prepaid return label, inspect in Hong Kong, then replace or refund in full.
We cover all shipping costs for faulty cases. 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.
Statutory floor. Where your country's law gives you a stronger right (e.g. Taiwan/Korea 7-day cooling-off for distance sales), that right applies regardless of the above.
Disputes. In the event of any dispute, CRYSTALE reserves the right to make the final decision.