Welcome to Crystalinea Customer Service! We’re here to help answer your questions and make your shopping experience as smooth as possible. Below you’ll find answers to common questions regarding orders, shipping, payments, and more.
If you don’t find what you’re looking for, feel free to reach out to us at admin@crystalinea.com.
1. Order Information
How do I place an order?
Placing an order at Crystalinea is easy! Browse our collections, select the product you want, and click “Add to Cart.” When you’re ready to checkout, click on the cart icon at the top right of the page, then follow the checkout steps to complete your order.
Can I cancel or modify my order?
If you wish to cancel or modify your order, please contact us at admin@crystalinea.com within 24 hours of placing the order. Once an order has been processed or shipped, we may not be able to make changes or cancellations.
What should I do if I don’t receive an order confirmation?
After placing your order, you should receive an email confirmation within a few minutes. If you do not receive it, please check your spam or junk folder. If it’s still missing, contact us at admin@crystalinea.com for assistance.
How can I track my order?
Once your order is shipped, we will send you an email with a tracking number and link. You can use this link to track your order directly on the courier’s website. If you have any issues tracking your package, please reach out to us at admin@crystalinea.com.
2. Shipping Information
Where do you ship to?
We offer worldwide shipping! No matter where you are, we strive to deliver your order safely to your doorstep. Please note that shipping times and costs may vary depending on your location.
How long will my order take to arrive?
We process all orders within 2 business days. Shipping times vary depending on your location and the warehouse from which the item is shipped. If the product is out of stock at a nearby warehouse, it will be shipped from our warehouse in China.
Estimated delivery times are as follows:
- USA: 10-20 business days
- Europe: 15-25 business days
- Asia: 7-15 business days
- Rest of the world: 20-30 business days
Please note that unforeseen circumstances (such as customs delays or pandemics) may affect shipping times. You will be provided with a tracking number to monitor your shipment.
How much does shipping cost?
Shipping costs are calculated at checkout and depend on the destination and the weight of the package. Occasionally, we offer free shipping promotions, so be sure to check for any offers.
What should I do if my package is delayed or lost?
If your package has not arrived within the estimated delivery time, please contact us at admin@crystalinea.com. We will investigate the issue and work with the shipping carrier to locate your package or arrange a replacement if necessary.
3. Payments
What payment methods do you accept?
We accept the following payment methods:
- Credit cards: Visa, MasterCard, American Express
- PayPal
All payments are processed securely through our third-party payment gateways. We do not store your credit card details on our servers.
Are my payment details secure?
Yes, your payment details are securely encrypted and processed through trusted third-party payment processors such as PayPal. We use SSL (Secure Socket Layer) encryption to ensure that your payment and personal information is safe.
Why was my payment declined?
If your payment was declined, there may be several reasons, such as incorrect card details, insufficient funds, or bank security restrictions. Please double-check your information and try again. If the issue persists, contact your bank or use an alternative payment method like PayPal.
4. Returns and Refunds
What is your return policy?
We only accept returns for products with quality defects or if the item was damaged during shipping. Due to the natural characteristics of crystals and stones, we do not accept returns for minor imperfections like inclusions, slight color variations, or changes in size (within 1-5mm). These natural features are expected and add to the uniqueness of each item.
How do I return an item?
To return an item due to a defect or shipping damage, please contact us at admin@crystalinea.com within 48 hours of receiving the product. You will need to provide:
- Your order number
- A description of the defect or damage
- At least two clear photos showing the issue
Once your return is approved, we will provide instructions on how to ship the item back to us. The item must be in its original packaging and in unused condition.
Who pays for return shipping?
The customer is responsible for return shipping costs unless the return is due to an error on our part, such as sending the wrong product or a defective item. In such cases, we will cover the return shipping fees.
When will I receive my refund?
Refunds will be processed within 3 business days after we receive and inspect the returned item. Refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take additional time for the refund to be reflected in your account.
5. Product Information
Are your crystals and stones natural?
Yes, all our crystals and stones are natural and ethically sourced. Due to their natural formation process, each stone may have unique features such as inclusions, slight color variations, or minor surface irregularities, which are not considered defects.
What should I do if my crystal has inclusions or surface marks?
Natural inclusions, cracks, and slight color variations are part of the crystal’s formation and are what make each piece unique. These features do not affect the healing properties of the crystals and are not considered defects.
How do I care for my crystals?
To care for your crystals:
- Avoid prolonged exposure to direct sunlight, which may cause color fading in certain stones.
- Clean your crystals with a soft cloth and, if necessary, rinse with water. Be sure to dry them completely.
- Store your crystals in a dry, safe place to prevent damage.
6. General Inquiries
Do you offer gift wrapping?
Currently, we do not offer gift wrapping services. However, our products come carefully packaged in a protective box to ensure they arrive in excellent condition.
Do you offer bulk or wholesale pricing?
Yes, we do offer wholesale pricing for bulk orders. Please contact us at admin@crystalinea.com for more information about our bulk pricing options.
How do I contact customer support?
You can contact our customer support team by email at admin@crystalinea.com. We strive to respond to all inquiries within 24 hours. Please note that we currently do not offer live chat support, but we are working on adding this feature soon.
7. Safety Information
Are your products safe for children?
Please be aware that small crystals and stones may pose a choking hazard and should be kept out of reach of young children. Additionally, some crystals have sharp edges, so handle them with care. Always supervise children when handling any small items.
We hope this FAQ has answered your questions. If you need further assistance, don’t hesitate to get in touch with us at admin@crystalinea.com. We are happy to help!