Returns Policy

Return Period

Our return policy allows for returns within 30 days from the date of delivery. After this period, we cannot offer refunds or exchanges.

For your protection and to maintain the integrity of our products, we can only accept returns for items that are:

• In their original, unworn condition
• Include all original packaging and documentation
• Accompanied by the original proof of purchase

Non-Returnable Items

For hygiene and personal safety reasons, certain items cannot be returned:

• Custom-made or personalized jewelry pieces
• Items worn, damaged, or altered after delivery
• Special order items
• Items marked as final sale
• Crystal care products once opened

Important Note: For custom orders and personalized items, if your order is still within 24 hours of placement, please contact us at ask@crystellea.com for possible modifications. Additional design and production fees may apply.

Return Process

1. Contact our customer service team at ask@crystellea.com to initiate your return
2. Include your order number and reason for return
3. Wait for our return authorization and shipping instructions
4. Package your item securely with all original materials
5. Ship to the provided return address (not the shipping origin address)

Please Note: The return shipping address will be provided in the return authorization email and may differ from the original shipping address.

Refund Process

Once we receive your return:

• We will inspect the item within 2-3 business days
• You will receive an email confirming the status of your return
• If approved, your refund will be processed to your original payment method
• Refunds typically appear in your account within 5-10 business days, depending on your bank

Important: Shipping costs are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Exchanges

We offer exchanges for items within the 30-day return period. To request an exchange:

• Contact us at ask@crystellea.com with your order number
• Specify the item you wish to exchange and your preferred replacement
• Wait for our exchange authorization before shipping your item
• Additional shipping charges may apply for exchanges

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

• Contact us immediately at +1 204 505 8832 or ask@crystellea.com
• Provide photos of the damage or incorrect item
• Include your order number and detailed description of the issue
• We will cover return shipping costs for damaged or incorrect items
• A replacement will be shipped once we receive the returned item

Contact Information

For any questions about returns or exchanges, please contact us:

• Email: ask@crystellea.com
• Phone: +1 204 505 8832
• Address: 561 Agnes St, Winnipeg, MB R3E 0A4, Canada