FAQs – Crytale Jewelry

Shipping

We offer fast and reliable shipping options to ensure your order.

Learn More

Returns & Refunds

Shop confidently with our clear, simple, and hassle-free returns policy.

Learn More

Secure Payment

Safe, secure, and trusted payment methods for your peace of mind.

Learn More

Warranty

Quality assured with our reliable limited warranty on select products.

Learn More

Track Order

Stay updated on your order's journey from our warehouse to your door.

Learn More

Frequently Asked Questions

Payments

Is your site safe and secure?

Absolutely. Our site uses SSL encryption to ensure all your browsing and shopping data remains private and secure.

What payment methods do you accept?

We accept most major payment methods worldwide. You can choose your preferred option based on your country.

What should I do if my payment doesn’t work?

We’re sorry for the trouble!

First, make sure your shipping and billing details are correct. If that doesn’t help, contact your bank. If the problem continues, just send us a message and we’ll help.

I was charged multiple times – what should I do?

Sorry about that! Sometimes banks put a temporary hold on your card, which can show up as a duplicate charge. The extra amount usually clears up on its own within a few days.

If you still don’t see the refund in your account after a few days, just get in touch and we’ll help you sort it out right away.

Shipping

Where does my Crytale jewelry ship from?

Each piece is handcrafted in India with love and careful artisanal detail, then shipped from Hong Kong for fast, smooth global delivery.

How long will it take for my jewelry to arrive?

It typically takes 9–19 business days, depending on where you’re located.

Please keep in mind that this doesn’t include any delays from shipping carriers due to weather, customs, or busy holidays.

Where in the world does your jewelry ship to?

We offer international shipping to most countries around the world. No matter where you are, we’re committed to delivering your jewelry safely and reliably.

How much does shipping cost?

We are happy to offer the most competitive rates while still ensuring fast and trouble-free deliveries.

ENJOY FREE WORLDWIDE SHIPPING ON ALL ORDERS $200+

For orders under $200, it's as little as:

l United States: $5.90

l International: $10

Will I have to pay for international taxes and duties?

Good news! All our product prices are now inclusive of taxes and duties worldwide. That means no surprise fees upon delivery, everything is already taken care of at checkout.

You’ll only see the shipping cost added at checkout, and the final price you pay is the complete and total cost of your order.

Please note that taxes, duties, and shipping costs are non-refundable.

Do you ship on weekends or bank holidays?

All orders ship Monday – Friday, excluding weekends and official bank holidays.

We recommend you order soon, so you get your jewelry in time.

Can I track my jewelry in the mail?

Absolutely! Once your order ships, you can track it through your online order.

Tracking updates may take up to 5 business days to show up—this is totally normal, as your package is waiting to be scanned by the carrier.

Need help? Just message us and we’ll gladly track it for you!

My order shows up as delivered, but I haven’t received it. What should I do?

In rare cases, packages may show as "delivered" before you receive it.

This often happens when the carrier marks it early or hides it safely to avoid theft or damage. Please check around your door and ask your family or neighbors.

If you still can’t find it, contact your carrier with your tracking number, or reach out to us and we’ll help.

Please note we can’t reship or refund orders marked as delivered that remain missing.

My tracking link doesn't show updates?

Tracking updates may take up to 5 business days to show up—this is totally normal, as your package is waiting to be scanned by the carrier.

Need help? Just message us and we’ll gladly track it for you!

What is combined shipping?

When you add two or more items with different delivery times to your cart, we’ll ship everything together in one package.

Please note: Your order will arrive based on the longest delivery time. This helps lower our carbon footprint and supports our eco-friendly brand values.

Returns & Exchanges

Can I return my jewelry?

Yes — we want you to love your Crytale jewelry. If you’re not fully satisfied, we’re happy to help.

How do I return or exchange my jewelry?

You have 60 days from delivery to return or exchange your order through our easy online return portal.

Please note that exchanges are not available for international orders, and return shipping costs are your responsibility.

When will I receive my refund?

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping) within 7 working days.

Please note that for all countries taxes, duties and shipping costs are non-refundable.

Can I order multiple pieces to try at home?

We strongly advise against ordering multiple pieces only to return some of them.

Each item is made just for you to reduce waste and uphold our climate-positive values. Unnecessary returns harm our sustainability efforts.

Please shop thoughtfully. We’re here to help with sizing, styling, or any questions to find your ideal piece.

Warranty

Do you offer a warranty?

Yes, all of our jewelry comes with a two-year warranty for your peace of mind.

We want you to wear and enjoy your pieces with total confidence.

What is covered under the warranty?

Our warranty covers any material or workmanship defects on your jewelry.

It does NOT cover:

Accidental or physical damage
Normal wear and tear (scratches, bent rings, broken chains)
Lost pieces or stones
Damage from water, perfume, makeup, sweat or chemicals
Improper storage or use
Third-party repairs or modifications
Natural imperfections in gemstones

Follow our care guide to keep your Crytale jewelry looking beautiful.

How do I make a warranty claim?

Just get in touch with our team and include your order number, and we’ll help you with your warranty claim right away.

Materials

Do you use real gemstones?

Yes, always. Every gemstone we use is 100% authentic and regularly tested by the Gemological Institute of America (GIA).

Each one is hand‑selected for its natural beauty, so you can wear it with joy and confidence.

Where do your gemstones come from?

At Crytale, every gemstone is a natural, one-of-a-kind gift from the earth. We’re fully transparent about our sourcing, so you always know exactly where your stone comes from.

Here are some of the origins of our most-loved stones:

Amethyst - Brazil

Amazonite - USA

Black Onyx - Brazil

Carnelian - India

Citrine - Brazil

Garnet - Mozambique

Green Agate - Brazil

Lapis Lazuli - Afghanistan

Labradorite - Madagascar

Moonstone - India

Moss Agate - India

Opal - Ethiopia

Peridot - China

Rose Quartz - Brazil

Do you source gemstones ethically?

Yes. We only work with suppliers certified by the Responsible Jewellery Council (RJC) to make sure every gemstone is sourced responsibly, with respect for both people and the planet.

What materials do you use?

We craft our jewelry with premium brass and 925 sterling silver, with a strong commitment to green and eco-friendly practices.

Both are durable and gentle on sensitive skin, and our brass is recyclable to help protect the planet.

All pieces are finished with 0.35mm platinum plating, plus 18K gold, silver and rose gold plating for long-lasting, soft shine.

Do you use recycled metals for your jewelry?

Yes, we do! We’re committed to caring for our planet by making better use of its resources.

For our premium brass and 925 sterling silver pieces, we actively prioritize recycled metals to support eco-friendly, sustainable jewelry making.

What kind of packaging does Crytale jewelry come in?

Most of our pieces arrive in our signature soft pink box, crafted with care to double as a jewelry keeper so your precious gems always have a cozy, stylish home.

To keep things sustainable, some of our jewelry sets are packaged together, so we can cut down on unnecessary waste and do our small part to care for the planet.