Shipping & Returns — European Union
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.)
European Union — Standard. €22; free standard shipping on orders over €220. 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 right of withdrawal. You have the right to withdraw from this purchase within 14 days of receiving your goods, without giving any reason. To exercise this right, contact us at info@crystale.co or WhatsApp +852 9602 9647 before the 14-day period expires — a simple statement that you wish to withdraw is enough.
Refund. If you withdraw, we will refund the full amount you paid (including standard delivery costs) within 14 days of receiving your withdrawal notice, using the same payment method. We may withhold the refund until we have received the returned goods.
Return shipping. Unless the goods are faulty, return shipping costs are paid by you. 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 of goods. Please handle goods only as you would in a shop, and return items with tags attached. If returned goods show handling beyond what is necessary to check them (e.g. tags removed or signs of wear), we may deduct for diminished value.
Exceptions. The right of withdrawal does not apply to goods made to your specifications or clearly personalised (e.g. rings resized to a specified size at your request, custom orders).
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 — 2-year legal guarantee. Independently of the above, goods must conform to their description for 2 years from delivery. If your item is faulty, contact us with your order number and photos of the problem and we will repair or replace it — we cover all return shipping for faulty-goods claims. If neither is possible within a reasonable time, you are entitled to a proportionate price reduction or refund. 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.
Model withdrawal form
To exercise your 14-day right of withdrawal, you may complete and return our model withdrawal form (PDF) to info@crystale.co or WhatsApp +852 9602 9647 before the 14-day period expires. Using this form is optional — any other clear statement of your decision to withdraw is equally valid.
Legal basis: EU Consumer Rights Directive 2011/83/EU, Sale of Goods Directive 2019/771.