Shipping & Returns — United States & Canada

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 States — Standard. USD 20; free standard shipping on orders over USD 200. Estimated delivery: 7–14 working days.

United States — Express. USD 45 (free-shipping threshold does not apply to Express). Estimated delivery: 1–4 working days.

Canada — Standard. CAD 26; free standard shipping on orders over CAD 280. Estimated delivery: 7–14 working days.

Canada — Express. CAD 60 (free-shipping threshold does not apply to Express). Estimated delivery: 1–4 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.

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 30 days of delivery. We will refund the full item price to your original payment method within 14 days of receiving and inspecting the returned item.

Please pack returns carefully — we recommend using the original packaging with cushioning material (crystals are fragile), and a trackable postal service. You pay the return postage; risk of transit remains with you until the goods reach us; we cannot refund items damaged due to inadequate packaging.

  • You arrange and pay for the return shipment yourself — please use a tracked service and package carefully. Goods travel at your risk until they reach us.
  • 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.

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 30-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. Your rights for faulty or misdescribed goods are unaffected.

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 or not as described. If your item is faulty or materially different from its description, you are entitled to a replacement or a full refund — contact us and we will make it right. 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: US — FTC Mail, Internet, or Telephone Order Merchandise Rule (state laws vary); Canada — provincial consumer protection laws (distance/remote agreement cancellation rights, typically ~7 days). Canadian customers receive the same terms below.