Shipping & Returns — International
This policy covers all markets not listed on our other returns pages (Taiwan, Japan, Korea, UAE, …).
Delivery
Dispatch. We deliver within 1–5 working days after confirming your order.
Delivery time (estimate). Taiwan: 4–7 working days standard, 1–3 working days express; other regions: generally 7–14 working days.
For shipping fees and free-shipping thresholds, please see our [shipping policy](/pages/shipping-policy).
Customs and duties. Import duties, taxes or handling fees charged on arrival are your responsibility unless stated otherwise at checkout.
Oversized orders. Orders over 2 kg or involving large display pieces may incur additional shipping charges — we will contact you before dispatch, and you may cancel free of charge if you do not accept them.
Delivery promise. If your order has not arrived within 30 days of dispatch and tracking shows no movement for 14 days, contact us — we re-ship or refund, no return needed.
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 use a tracked service and package carefully — items travel at your risk until they reach us.
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.
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.
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.