FAQs

-Where does Crystalize get their Swarovski®crystals products from ?

 

We  purchase directly from Swarovski®. We are able to supply you with the entire range from Swarovski, every crystal design, shape, size and colour. 

 

-Do I receive a Swarovski certificate from Crystalize with my purchase ?

 

Unfortunately due to the Swarovski Reseller Policy, we are unable to provide Swarovski Certificates with your purchase of Swarovski Crystals. Should you want to apply for the certificate, we will gladly send you the necessary information to obtain it.

 

-Can I return a product purchased from you ?

 

RETURNS & REFUNDS

We want you to be 100% satisfied with your order. If you have ordered something that is not suitable you can return the item for a full refund as long as the follow the conditions are met:

• Goods must be returned to Crysatlize within 30 days of receipt of the order.
• Goods must be returned in perfect and unused condition. In the case of wholesale boxes that are sent sealed from Swarovski, these items must be returned unopened with seal intact. If opened the return will not be accepted.
• It is your responsibility that we receive the goods back at our office in perfect condition, so we recommend you pack them carefully and use recorded / tracked delivery.
• Postage and Packing charges are only refundable for faulty goods, damage to goods on delivery, errors in description or other circumstances at our discretion;
• Please note that bespoke, made to order and special production products are non-refundable;
• Please not that earrings are non returnable for hygiene reasons.

MISSING ITEMS

Please notify us by email or telephone of any issues with the contents of your order within 7 days of receiving your goods. All of our orders are picked and then double checked by a second member of staff to ensure that the contents is accurate, but mistakes can still happen.

If you can provide us with the information below this will enable us to deal with the error as quickly as possible:

• your name
• your address
• order date
• order number
• marketplace the purchase was made
• if you would like the faulty / missing items to be dispatched or a refund. 

If we are unable to dispatch the order items to you immediately, you will be contacted to see if you are willing to wait for the item to come back into stock or if you would prefer a refund.

 

-I purchased a product but am not sure how to use/apply it ?

 

Please email or call us and we will be happy to send you the relative information as to how to use/apply your product.

 

-How long does it take to get a product that’s not in stock ?

 

Usually 1-2 weeks

 

-I need my dress/garment customised, can Crystalize do it ?

 

Please email us with picture of the garment and details as to what you would like done, please note this process can take up to 6 weeks