FAQ
-Will I receive the exact same item as shown in the photos?
Since every crystal piece is unique, the product images are for reference only. The item you receive may vary slightly in color, shape, size, or patterns.
-Do you offer free shipping?
Yes, we offer free shipping on most standard orders as part of our commitment to providing a better shopping experience. However, additional shipping charges may apply to remote areas, heavier orders, or special shipping requirements. Thank you for your understanding.
-How long does shipping take?
Delivery times vary depending on the destination, shipping method, and order weight. Most orders arrive within 7–20 business days. For heavier orders, sea shipping may be used, which can result in longer delivery times. Customs clearance and unexpected shipping delays may also affect the delivery time.
-Are taxes and customs duties included?
We offer tax-inclusive shipping to most destinations. However, some countries or regions may not be covered by our tax-inclusive shipping service. In such cases, any applicable taxes, customs duties, or import fees are the customer's responsibility.
-Do you offer wholesale orders?
Yes. We offer separate wholesale pricing for business customers, different from our retail prices. Wholesale orders are available from 10 kg per order. Please contact us for wholesale pricing and product availability.
After‑Sales
Are the crystals exactly the same as the photos?
-Each natural crystal is unique in texture, color, inclusion and carving details. You will receive a similar piece, yet slight differences from the product photos should be expected. We do not support picking specific individual items. All goods are shipped at random.
What should I do if my parcel is lost / missing in transit?
-If tracking information shows the package is lost or never delivered, please reach out to our customer service with your order number. We will check logistics status with the shipping carrier for you. After confirmation of loss, we will arrange a reshipment or issue a refund according to the actual situation.
My order arrived with damaged packaging, is my item broken?
-Outer packaging crush, dent or tearing may happen during rough courier handling. Please open the package carefully and inspect your crystal.
‑ If the crystal remains intact：no further action is needed.
‑ If the crystal is cracked or chipped：please contact us promptly.
My crystal arrived damaged/broken, how can I get support?
-Each crystal is carefully wrapped and securely packaged with protective materials to minimize the risk of damage during transit.
If your item arrives damaged, please contact us within 48 hours after receiving your parcel. Kindly provide clear photos including: damaged crystal product, full shipping box, complete outer packaging and shipping label.
We will review the situation and provide an appropriate solution such as partial refund, replacement or other remedies. Claims without complete supporting photos cannot be processed.
I received fewer items than I ordered (quantity shortage).
-Please check all inner packaging materials thoroughly, small carvings may be hidden inside bubble wraps. If items are truly missing, send us your order number plus unboxing full‑process photos or videos. We will verify and supplement missing goods or make corresponding compensation.
Can I return or exchange the goods simply because I do not like the color or style?
-Our crystals are natural hand‑carved products. Due to inherent natural variations, returns or exchanges for subjective reasons such as disliking color, pattern or slight size deviation are not accepted. Please read the product description carefully before placing an order.
How long will customer service take to reply me?
-We generally reply to messages within 24‑48 working hours, excluding weekends and public holidays.