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    FAQ

    ORDERS 

     

    Can I cancel my order?

    Changed your mind? Don’t worry, if your order hasn’t been processed/shipped we can cancel it for you.

    Send an email at info@crystalsharmony.com and request the cancellation providing your order info.

    Note: when we receive an order we usually process it as soon as possible, therefore orders can be cancelled only within 12 hours of purchase. After that it is impossible for us to cancel it.

    If you wish to cancel your order after it has been processed/shipped follow the instructions in our Return Policy.

     

    Can I change my order?

    Yes, absolutely, but you need to be quick and send us an email at info@crystalsharmony.com as soon as you can. We would gladly change your order if it has not already been processed/shipped. 

    If your packages have already been processed/shipped you cannot make any changes.

    *Be sure to check your shipping address. We can not be held responsible for products lost or shipped to the wrong address due to input error.

     

    What should I do if I’ve received the wrong product?

    In the unlikely event you received the wrong product you need to contact us at info@crystalsharmony.com as soon as you can and explain the situation.

    To resolve the problem quickly and efficiently make sure to write ALL the following information:

    • Order number
    • Complete name of the product you ordered and did NOT receive
    • A clear photograph of the product you have instead received*
    • (If you can find it, the name of the wrong product you received)

    With all the above info, our Customer Support Team will quickly assist you and resolve the inconvenience. 

    *We will not be able to help you without a photo of the wrong product(s).

    Note: our return/exchange policy timeframe is 14 days. After that we will not be able to assist you.

     

    Why is one of my products missing?

    We always try to ship complete orders but, sometimes, some products can be processed faster than others due to the fact that we have multiple warehouses.

    Don't panic! All your products are on their way to you and you will get them as soon as possible. 

    For more information about your order check your shipping confirmation email.

     

    Delivery

     

    Shipping Information

    COVID-19 UPDATE 

    All orders typically ship within 24 to 48 hours. We strive to offer exceptionally fast shipping because we believe great customer service comes before everything else.

    However, due to local restrictions caused by COVID19 we are currently down to half staff.

    We are strictly following ECDC, WHO and other public health organizations guidelines, and taking recommended precautions in terms of team member and customer health and safety. 

    The increased health efforts in our offices, warehouses, and shipping departments may affect our domestic and international deliveries. 

    We apologize if your order experiences a delay, we're doing everything on our end to ensure you get your packages as soon as possible.

    Thank you for your understanding.

      

    What are the shipping times?

    Country

    Delivery time

    United States & Canada

    5-7 business days

    United Kingdom

    10-20 business days

    Rest of Europe

    10-20 business days

    Australia & New Zealand

    10-20 business days

    Rest of the World

    10-25 business days

     

    We work directly with designers, artisans, and suppliers from all over the world. Our inventory gets constantly updated with the latest styles to keep providing you with the most beautiful handmade products. We truly appreciate your patience and your loyalty.

     

    Order processing

    All orders are processed and shipped within 24 to 48 hours. 

    We always try to provide the fastest service possible and inform you and assist you during the entire process. 

    We apologize in advance if your order experiences a delay: the exceptional times we are living due to COVID19 have imposed local restrictions and we had to reduce our staff. 

    We assure you we are still doing our best to deliver your packages right at your doorstep in the shortest time possible.

     

    What are the shipping costs?

    The shipping cost in 4.95 USD

    Free Shipping on orders over 50 USD+

     

    Return Policy

     

    What are the return conditions?

    Even if the majority of our customers love our products, we understand you may not feel the same.

    Don’t worry, we guarantee a hassle-free return process within 14 days after receiving your package.

    No questions asked.

    Make sure the product is unused and with the original packaging and labels otherwise we won’t accept it.

    When you return an order, always keep your tracking number and receipts so we will be able to further help you in case anything happens.

    The returning costs are not covered by us, therefore you can choose your favorite method. However, we recommend using a traceable and insured method of shipment.

     

    What are the steps to follow to return a product?

    Before returning any product send an email to our customer service at info@crystalsharmony.com. 

    Our team will quickly assist you and guide you through the process and the further steps of your return.

     

    Received a faulty product?

    We carefully package all our products but in the unlikely case you received a faulty or damaged item send an email to our Customer Service at info@crystalsharmony.com

    Our team will assist you and get a further investigation case opened to solve the situation.

    In case you received:

    • a damaged product
    • the wrong product
    • the wrong size
    • or an item is missing

    We have amazing news for you! We will immediately send you a new product (depending on availability). If the product is no longer available we will get you a refund.

    Note: assistance is granted only within the 14-days return/exchange policy timeframe and you must provide a photo of the wrong/damaged product. Outside the timeframe and without a photo we will not be able to assist you.

     

    Where is my refund?

    After we’ve received your return, it takes up to 10 business days to process your refund.

    Make sure to always check your email because we will constantly keep you updated about the return process.

    Depending on your bank or credit card issuer, it can take up to 7 days to receive the money in your account.

     

    Products

     

    How do you wear a wrap bracelet?

    1- Grasp the clasp of the bracelet between your thumb and index finger.

    2- With the other hand wrap your bracelet around your wrist 3 or 5 times (depending on the model you chose).

    3- Insert the clasp into the appropriate loop for your wrist size. All our wrap bracelets have different holes to choose the right length for you.

    4- Sit back and enjoy the compliments on your new bracelet!

     

    Why does my stone look different from the picture?

    Our gemstones are 100% real and natural and this means their color, design, and shape can slightly differ from the picture.

    This characteristic is evidence of their authenticity and uniqueness and means you now possess a truly personal piece, as unique as you are!

    If you think there is something wrong with your stone don’t hesitate and contact us sending an email to info@crystalsharmony.com

    Remember to always state your order number, the complete name of the product and a picture clearly showing the cause of your concern. Our team will be happy to help you!

    HANDMADE ARTWORK

    FREE SHIPPING ON ORDERS OVER 50 USD+

    MORE THAN 40000 SATISFIED CUSTOMERS

    MONEY BACK GUARANTEE