Shipping & Returns — United Kingdom
Delivery
Dispatch. We deliver within 1–5 working days after confirming your order.
Delivery time (estimate). UK: 7–11 working days standard, 2–4 working days express.
For shipping fees and free-shipping thresholds, please see our [shipping policy](/pages/shipping-policy).
Customs and duties. Any import duties, VAT 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.
Returns
14-day cancellation right. You may cancel your order within 14 days of receiving your goods, without giving any reason. Contact info@crystale.co or WhatsApp +852 9602 9647 before the period expires.
Refund. We will refund everything you paid (including standard delivery) within 14 days of receiving your cancellation notice. We may wait until the goods are returned.
Return shipping. Unless the goods are faulty, you pay the cost of returning them. Use a tracked service and package carefully — the goods remain your responsibility until received by us.
Exceptions. The cancellation right does not apply to goods personalised at your request (e.g. rings resized to a specified size, custom orders).
Condition of goods. Please return items with tags attached and in their original condition. If goods show use beyond what is necessary to inspect them (e.g. tags removed or signs of wear), we may deduct an amount for diminished value.
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. If goods are faulty: within 30 days of delivery you may reject them for a full refund. After 30 days (up to 6 years), you may ask for repair or replacement; if that fails, you are entitled to a refund (which may be reduced to reflect use). We cover all return shipping for faulty-goods claims. 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.
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: Consumer Contracts Regulations 2013, Consumer Rights Act 2015.