Return & Refund Policy

14-Day Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn and unused
  • In its original packaging with all tags attached
  • Accompanied by a receipt or proof of purchase

Due to the natural origin of our materials (crystals, gemstones, pearls, and S925 sterling silver):

  • Slight variations in color, texture, and natural inclusions are unique characteristics of genuine natural stones and are not considered defects.
  • Natural tarnishing or oxidation of S925 sterling silver over time is a normal chemical reaction and is not a quality defect. Proper storage and occasional gentle cleaning can help maintain its shine.

How to Start a Return

To start a return, please contact us at info@shopcrystine.com with your order number and the reason for return.

⚠️ IMPORTANT: Do not send your return directly to any address printed on a shipping label or package. We will provide you with the correct return address after your return request is approved.

If your return is accepted, we will provide you with a return shipping label and the correct return address.
Items sent back to us without first requesting a return, or sent to an unauthorized address, will not be accepted and may not be refunded.

You can always contact us with any return questions at info@shopcrystine.com.

Damages and Issues

Please inspect your order immediately upon reception and contact us within 7 days if:

  • The item is defective or damaged
  • You received the wrong item
  • The item is missing

Please provide clear photos of the product and packaging so we can resolve the issue as quickly as possible.

Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized orders (e.g., custom-sized bracelets or engraved jewelry)
  • Final sale items (as clearly marked on the product page)
  • Gift cards
  • Items damaged due to improper use (e.g., exposure to water, chemicals, perfume, or physical impact)

For hygiene reasons, earrings (for pierced ears) are non-returnable unless defective or unopened in original sealed packaging.
Natural tarnishing or oxidation of S925 silver is not considered damage or a defect, as explained above.

Sale Items

Unfortunately, we cannot accept returns on sale items or discounted promotional items unless they arrive damaged or defective.

Exchanges

The fastest way to get what you want is:

  1. Return the original item (following the return process above)
  2. Once your return is accepted, place a separate order for the new item

Due to the unique natural variations in each stone, we do not offer direct exchanges.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Your item must be unused, in original condition and packaging, with all tags attached. You will need to provide proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection.

If approved:

  • A refund will be automatically issued to your original payment method
  • Please allow up to 10 business days for the refund to appear (banks and credit card companies may take additional time)

💡 Please note that original shipping charges are non-refundable. If you receive a refund, the cost of the initial shipping will be deducted from your refund (unless the return is due to a defect or error on our part).

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at info@shopcrystine.com.

Return Shipping Costs & Customs

Return shipping costs are the customer's responsibility unless the item is defective or incorrect.
We recommend using a trackable shipping service for returns. We are not responsible for lost or untracked return packages.

🌍 For international returns: The customer is responsible for any customs duties, import taxes, or brokerage fees incurred during the return process. We recommend marking the package as "Returned Goods" to avoid unnecessary charges.

Return Address & Authorization

Before sending any item back, you must contact us to receive the approved return address. Returns sent to warehouse addresses, supplier labels, or third-party addresses without prior authorization will be refused. We are not liable for lost returns sent to unapproved locations.

Once your return request is accepted, we will provide you the exact return address and any shipping instructions.

✉️ For all return and refund questions, please reach out to:
info@shopcrystine.com

This policy applies to all purchases made at shopcrystine.com. Last updated: May 2026