Store FAQ

Last updated: 2026-07-16

Find quick answers below. For full details, read the relevant policy or help page.

Orders

When will my order be processed?

Ready-to-wear and non-DIY items are processed within 1 business day after payment is accepted. DIY and custom items usually need 3 to 7 business days before dispatch.

Can I change my order?

Contact support as soon as possible. We can review a change request only before dispatch, and changes are not promised once fulfillment has started.

What currency do you use?

Prices are shown in GBP unless checkout displays another currency for your region.

Shipping

Do you ship to my address?

Enter your delivery address at checkout. You can place the order when checkout offers a shipping method for that address.

Why is no shipping method available?

Carrier service, postcode rules, legal restrictions, export restrictions, or temporary safety suspensions may prevent shipment to an address.

Will I get tracking?

When tracking is available, we send a tracking link after dispatch. The first carrier scan may take a few days to appear.

What if my parcel looks lost?

Contact support if the parcel is past the estimated delivery date and tracking has had no update for a long time. We will ask the carrier to investigate.

Duties and taxes

Will checkout collect all taxes and import charges?

Checkout shows any seller-collected VAT, GST, sales tax, or similar product tax before payment. Import VAT, duties, customs, brokerage, clearance, or carrier fees may be billed to the recipient later.

Where can I check tax rates?

Read the Duties & Taxes Guide for UK, EU, Canada, Australia, US, and other destination references. Checkout and the destination authority determine the final amount.

Returns and refunds

Can I return a ready-to-wear item?

You may request a ready-to-wear return within 7 days of delivery if the item is unworn, unused, and in original condition. Contact support before sending it back.

Can I return a DIY or custom item?

DIY and custom items are not returnable for change of mind. Contact support if the item arrives damaged, wrong, or different from the order details.

Do you offer exchanges?

We do not offer direct exchanges. Return the eligible item first, then place a new order.

When will I get my refund?

After the returned item passes inspection, we refund within 5 business days to the original payment method. Your bank or card provider may need more time to post it.

Sizing and care

What size can I choose for a DIY bracelet?

The DIY editor supports bracelet lengths from 13 to 28 cm, or 130 to 280 mm.

Can ready-to-wear bracelets be resized?

No. Ready-to-wear bracelets cannot be resized unless the product page clearly says otherwise.

How should I care for my bracelet?

Wipe it with a soft, dry cloth. Keep it away from perfume, harsh cleaners, long exposure to water, sharp objects, and heavy pressure.

Contact

How do I contact support?

Use the store contact page or email support@thecrystaledits.com. Include your order number when your message is about an order.

Can I message outside support hours?

Yes. You can send a message at any time. Support is staffed on weekdays from 10am to 5pm, and replies are not instant at every hour.