Returns & Exchanges
We want you to be completely happy with your crystal purchase. If you're not satisfied, we're here to help make it right.
Our Return Policy
At Crystal Nana, we stand behind the quality of our crystals and jewelry. We accept returns within 30 days of purchase for most items.
Your item must be unused, in the same condition you received it, and in the original packaging. A receipt or proof of purchase is required.
Non-Returnable Items
Some items cannot be returned for hygiene and customization reasons:
- Gift cards - All sales are final
- Customized engraved products - Cannot be returned once ordered
- Clearance/Sale items - Final sale, non-refundable
- Earrings - For hygiene reasons, unless defective
How to Initiate a Return
Contact Us
Email us at support@crystalnana.com with your order number and reason for return.
Receive Return Instructions
We'll provide you with a return shipping label and detailed instructions within 24-48 hours.
Ship Your Item
Pack your item securely in its original packaging and ship it back to us using the provided label.
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 business days to your original payment method.
Refund Policy
Approved Refunds
Once your return is received and inspected, we'll email you about the approval. If approved, your refund will be processed and applied to your original payment method within 5-7 business days.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account first
- Contact your credit card company - it may take a few days to appear
- Check with your bank
If you've done all this and still haven't received your refund, email us at support@crystalnana.com.
Sale Items
Only regular-priced items can be refunded. Sale items are final sale and cannot be refunded unless defective.
Exchanges
Defective or Damaged Items
We replace items that are defective or damaged. If you receive a damaged item, please contact us within 48 hours with photos of the damage. We'll send a replacement right away!
Size or Style Exchange
Want to exchange for a different size, color, or style? Contact us at support@crystalnana.com. We'll help you return the original item and place a new order.
Customized Items
Need to change the lettering on a customized item? Contact us within 2 hours of placing your order. Once production begins, changes cannot be made.
Gift Returns
If the item was marked as a gift:
You'll receive a gift credit for the return value. Once we receive the returned item, we'll mail you a gift certificate.
If the item wasn't marked as a gift:
We'll refund the gift giver, and they'll be notified about your return.
Return Shipping
- Customer Responsibility: You are responsible for return shipping costs unless the item is defective or we sent the wrong item.
- Non-Refundable Shipping: Original shipping costs are non-refundable.
- Trackable Shipping: For items over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returns without tracking.
- Damaged in Transit: If your return is damaged in transit, we cannot process a refund. Please package items carefully!
Important Notes
- Each crystal is unique! Natural variations in color, pattern, and size are normal and not considered defects.
- Please inspect your items upon arrival and report any issues within 48 hours.
- Returns sent without prior authorization may be refused or delayed.
- We reserve the right to refuse returns that don't meet our policy requirements.
Frequently Asked Questions
Can I return crystal jewelry I've worn?
No, items must be unused and in original condition. We recommend trying on jewelry carefully without removing tags.
What if my crystal breaks after I receive it?
Crystals are natural and can be fragile. Breakage from drops or improper handling is not covered. However, if your crystal arrived cracked or broken, please contact us immediately with photos.
How long does the refund process take?
Once we receive your return, inspection takes 1-2 business days. Refunds are processed within 5-7 business days after approval. Your bank may take additional time to post the refund.
Can I exchange for a different product?
Yes! The easiest way is to return your item for a refund and place a new order for the product you want. Contact us and we'll help you through the process.
Need Help With a Return?
Our friendly customer support team is here to assist you with any return or exchange questions.
📧 Email: support@crystalnana.com
We typically respond within 24 hours