FAQ
Q: How do I place an order?
A: Simply browse our website, add your desired items to the cart, and proceed to checkout. You’ll need to provide a shipping address and payment information. Once your payment is confirmed, you’ll receive an order confirmation email instantly.
Q: What payment methods do you accept?
A: We accept major credit and debit cards (Visa, Mastercard, American Express, Discover) via Stripe, as well as PayPal. All payments are processed securely with SSL encryption — we never store your full card details on our servers.
Q: Is my payment information safe?
A: Absolutely. Our entire website is SSL/TLS encrypted. Payment data is transmitted directly to our PCI-DSS compliant payment processors (Stripe and PayPal). We do not have access to your raw credit card numbers.
Q: Can I modify or cancel my order after placing it?
A: You can modify or cancel your order within 2 hours of placing it by contacting us at [email protected]. After processing begins (usually within 24 hours), orders cannot be changed or canceled. Customized items cannot be canceled once production has started.
Q: Do you offer discount codes?
A: Yes! We occasionally run promotions. Enter your discount code at checkout — the total will update automatically. Only one code can be used per order. Follow us on social media to stay updated on active promotions.
🚚 Shipping & Delivery
Q: How long does it take to process my order?
A: All orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). During peak seasons, processing may take up to 5 business days. You’ll receive a shipping confirmation email with tracking info once your order is dispatched.
Q: How long does shipping take?
A: Estimated delivery varies by destination:
- North America: 7–15 business days
- Europe: 10–20 business days
- Oceania: 10–20 business days
- Middle East: 15–30 business days
- Rest of World: 15–35 business days These are carrier estimates and exclude customs clearance time.
Q: Will I have to pay customs duties or import taxes?
A: Import duties, VAT, and customs fees are not included in our product prices or shipping costs unless explicitly stated at checkout. These charges are the buyer’s responsibility.
- EU orders under €150: If IOSS is applied at checkout, no additional VAT is due upon delivery.
- UK orders under £135: VAT is collected at checkout.
- US orders under $800: Typically duty-free (de minimis threshold). Please check your local customs regulations for specific thresholds.
Q: How can I track my order?
A: Once your order ships, you’ll receive a tracking link via email. You can also visit our [Order Tracking] page and enter your order number. Note: some economy shipping methods may offer limited tracking, which is normal for postal services.
Q: My tracking says “delivered” but I haven’t received anything. What should I do?
A: First, check with family members, neighbors, or your building’s front desk/reception. Then contact your local post office with the tracking number. If you still can’t locate it, email us at [email protected] within 7 days of the delivery status update.
Q: Do you ship to P.O. Boxes?
A: Yes, we can ship to P.O. Boxes via postal services. However, express couriers (like DHL or FedEx) require a physical street address. If you’re unsure, contact us before ordering.
↩️ Returns, Refunds & Exchanges
Q: What is your return policy?
A: We offer a hassle-free return policy:
- EU & UK: 14 days from delivery (per EU Consumer Rights Directive)
- US, Canada, Australia, NZ: 30 days from delivery
- Rest of World: 15 days from delivery Items must be unused, in original condition, and in original packaging. Customized/personalized items are non-returnable.
Q: How do I start a return?
A: Email [email protected] with your order number and reason for return. We’ll issue a Return Merchandise Authorization (RMA) and provide the return address. Do not return items without an RMA, as they may be refused.
Q: Who pays for return shipping?
A: If the item is defective, damaged, or incorrect (our fault), we cover return shipping costs. For change-of-mind returns, the customer pays return shipping. Original shipping fees are non-refundable (except where required by law).
Q: When will I receive my refund?
A: Once we receive and inspect your return (5–7 business days), refunds are processed to your original payment method within 5–10 business days, depending on your bank or card issuer.
Q: Can I exchange an item?
A: We offer exchanges for defective, damaged, or incorrect items only. For size, color, or style changes, please place a new order and return the original for a refund.
Q: What if my item arrives damaged?
A: We pack every crystal with extreme care, but accidents happen. Report damage within 48 hours of delivery with clear photos of the packaging and item. We’ll cover all costs and send a replacement or full refund immediately — no restocking fees, no hassle.
💎 Product Information & Customization
Q: Are your crystals natural or synthetic?
A: We specialize in both natural crystals and high-quality synthetic/custom crystal products. Each product page clearly specifies the material. Natural crystals may have natural inclusions, color variations, or internal fractures — these are not defects but part of their unique beauty.
Q: Will the product look exactly like the photo?
A: We strive for 100% accuracy. However, for natural crystal products, slight variations in color, pattern, and clarity are normal due to the unique nature of each stone. For customized crystal balls (laser-engraved designs), the preview image we provide before production will closely match the final result.
Q: How do I care for my crystal products?
A:
- Clean with a soft, dry microfiber cloth
- Avoid harsh chemicals, ultrasonic cleaners, or prolonged direct sunlight (some crystals fade)
- Store separately to prevent scratches
- For engraved crystal balls, handle with clean hands to avoid fingerprints on the engraving surface
Q: Can I request a fully custom design for a crystal ball?
A: Yes! We offer custom laser engraving for crystal balls. Email us at [email protected] with your design concept (logo, photo, text, or artwork), and we’ll provide a quote and a digital preview before production begins. Custom orders typically require 5–7 additional business days for production.
Q: What file formats do you accept for custom designs?
A: We accept JPG, PNG, PDF, AI, EPS, and SVG files. Higher resolution (300 DPI or above) produces the best engraving results. If you only have a rough sketch or idea, our design team can help bring it to life.
Q: Are your crystal balls fragile during shipping?
A: Crystal is inherently delicate. We use professional-grade protective packaging: double-layer bubble wrap, custom foam inserts, and reinforced outer cartons labeled “FRAGILE.” Despite this, if damage occurs in transit, report it within 48 hours and we’ll make it right.
👤 Account & Privacy
Q: Do I need to create an account to order?
A: No, you can check out as a guest. However, creating an account lets you track orders, save addresses, view order history, and earn loyalty points for faster checkout next time.
Q: How is my personal data used?
A: We only use your data to fulfill orders, provide customer support, and (with your explicit opt-in) send marketing emails. We never sell your data to third parties. Full details are in our [Privacy Policy].
Q: How do I unsubscribe from marketing emails?
A: Every marketing email includes an “Unsubscribe” link at the bottom. Click it and you’ll be removed immediately. Transactional emails (order confirmations, shipping updates) cannot be unsubscribed from as they are essential to your purchase.
Q: I forgot my password. How do I reset it?
A: Click “Forgot Password” on the login page, enter your email address, and we’ll send you a secure reset link within minutes. The link expires after 24 hours for security.
📞 Still Need Help?
Can’t find the answer you’re looking for?
📧 Email us: [email protected]
🕘 Response time: Within 24–48 business hours (Monday–Friday)
📍 Address: No. 1, Zhonghua North Road, Donghai County, Lianyungang City, Jiangsu Province, China