Shipping & Returns — European Union
Delivery
Dispatch. We deliver within 1–5 working days after confirming your order.
Delivery time (estimate). EU destinations: generally 7–14 working days.
For shipping fees and free-shipping thresholds, please see our [shipping policy](/pages/shipping-policy).
Customs and duties. Import VAT, duties or handling fees imposed by your country are your responsibility unless stated otherwise at checkout. Delays caused by customs clearance are outside our control.
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.
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 package items carefully — we recommend a tracked service, as the goods are your responsibility until they reach us.
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.
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.
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.
Legal basis: EU Consumer Rights Directive 2011/83/EU, Sale of Goods Directive 2019/771.