How Can We Help?

Find answers to the questions we hear most often—from natural materials and personalization to shipping, returns, and jewelry care.

About Our Materials

Natural materials are at the heart of every Crystine piece. Here are a few things worth knowing before you choose your jewelry.

  • Yes. All gemstones, minerals, crystals, and freshwater pearls used in Crystine jewelry are carefully selected natural materials. Because they are formed by nature, every stone and pearl has its own unique color, texture, shape, and character. These natural variations are part of what makes every piece one of a kind.
  • Every Crystine piece is made with natural materials, so no two pieces are ever exactly alike. The overall design will remain the same, but slight variations in color, pattern, texture, pearl shape, and gemstone appearance are completely natural and expected.
  • No. Freshwater pearls may display subtle growth marks or tiny surface textures, while natural gemstones can contain unique inclusions, color variations, or internal patterns formed over time. These are natural characteristics—not defects—and are part of the beauty of genuine natural materials.
  • Natural gemstones generally retain their color under normal wear. Sterling silver may naturally develop a soft patina over time, and prolonged exposure to water, perfumes, household chemicals, or excessive sunlight may affect the appearance of certain natural materials. With proper care, your jewelry can be enjoyed for many years.
  • To keep our jewelry more accessible and avoid unnecessary production time and costs, Crystine pieces are not supplied with gemstone identification certificates by default. If you would like an individual gemstone identification certificate for your piece, we're happy to help arrange professional third-party testing before shipment. Please note that additional inspection fees and processing time will apply. Feel free to contact us before placing your order for more information.

Orders & Personalization

Everything you need to know about placing an order and adding a personal touch to your jewelry.

  • Yes. Many Crystine pieces support personalization, including bracelet sizing and laser engraving on selected designs.
  • Laser engraving is available only on selected pieces featuring a Crystine S925 sterling silver logo tag. If you're unsure whether a design supports engraving, we're always happy to help before you place your order.
  • Most personalization services are available at no additional charge. If your request requires additional materials or more extensive customization, we'll always confirm any additional cost with you before production begins. There are never any unexpected charges.
  • Absolutely. If you'd like to adjust gemstone colors or discuss another simple customization idea, feel free to contact us before placing your order. Every request is carefully reviewed based on the design, materials, and craftsmanship involved.
  • Yes. We'll carefully confirm all engraving details with you before production begins to help ensure everything is exactly as requested.

Shipping & Delivery

Helpful information about shipping, delivery, and tracking your order.

  • We currently ship within the United States. As Crystine continues to grow, we look forward to expanding to additional regions in the future.
  • We offer free standard shipping on all U.S. orders over $50 USD. Shipping costs for smaller orders are calculated automatically at checkout.
  • Every Crystine piece is carefully prepared before shipment. Orders that include personalization may require additional processing time. We'll always confirm the estimated production timeline before your order begins, so you'll know exactly what to expect.
  • Once your order has shipped, you'll receive a shipping confirmation email containing your tracking number and tracking link.
  • Orders shipped within the United States generally do not incur additional customs duties. As we expand to international shipping in the future, any applicable duties or taxes will be explained during checkout.

Returns & Exchanges

  • Eligible items may be returned within our return window provided they are unused, in their original condition, and meet the requirements outlined in our Returns & Refund Policy.
  • Because personalized pieces are created specifically for you, they cannot be returned or exchanged unless there is a quality issue or production error.
  • Please contact us as soon as possible after receiving your order. Include clear photos of both the item and its packaging, and we'll work with you to resolve the issue promptly.
  • Simply contact our customer support team, and we'll guide you through the return process step by step.

Jewelry Care

  • Yes. Crystine jewelry is thoughtfully designed for everyday wear. To help preserve its beauty, we recommend avoiding prolonged exposure to water, perfumes, lotions, and household chemicals.
  • We recommend removing your jewelry before showering, swimming, exercising, or sleeping. Keeping your jewelry dry will help preserve both natural materials and sterling silver.
  • Store your jewelry in a clean, dry place away from direct sunlight and humidity. Keeping each piece separately will also help prevent scratches and tangling.
  • Yes. S925 sterling silver naturally develops a soft patina over time. Regular gentle cleaning with a silver polishing cloth will help maintain its shine.
  • Natural gemstones are durable but should still be treated with care. Avoid dropping your jewelry onto hard surfaces or exposing it to harsh chemicals, as this may affect the appearance of certain natural stones.

Still Need Help?

  • If you can't find the information you're looking for, we're always happy to help. Whether you have a question about our jewelry, your order, personalization, or anything else, simply get in touch and we'll do our best to assist you.