Shipping & Returns — United States & Canada

Delivery

Dispatch. We deliver within 1–5 working days after confirming your order. (US orders: under the FTC's Mail Order Rule, if no timeframe was stated, the FTC's 30-day rule applies.)

Delivery time (estimate). US & Canada: 7–14 working days standard, 1–4 working days express.

For shipping fees and free-shipping thresholds, please see our [shipping policy](/pages/shipping-policy).

Customs and duties. Any import duties or 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.

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.

  • 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.

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.

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.