How Do I Update My Shipping Information?

If you entered an incorrect shipping address or your details have changed, please contact info@crystaltearsclo.com immediately and include your order number along with the correct address.

If your order has already been shipped, you will need to contact the shipping carrier directly to request an address update. If a parcel fails to deliver due to an incomplete or incorrect address, we are unable to reship the package or issue a refund.

All purchases are final. Exceptions may be made at our discretion. Please note that pre-order items are final sale.

For any additional questions or concerns, email info@crystaltearsclo.com.

What Is the Difference Between Pre-Order and Premade Items?

Pre-order items require approximately 3–4 weeks for production before they are shipped. If an item is a pre-order, this will be clearly stated in the product description.

Premade items are ready-to-ship products and are typically dispatched within 3–5 business days. This information will also be outlined in each product description.

Can I Change an Item or Size After Placing My Order?

If you would like to request an item or size change, please email info@crystaltearsclo.com with your order number and the requested change as soon as possible.

If the item is sold out or currently in production, we may not be able to make adjustments. All sales are final, and changes are not guaranteed.

When Will I Receive My Order?

Delivery timeframes depend on the specific product release.

Please review the product description carefully, as each item includes an estimated production and shipping timeline. Some items may be pre-order, meaning production can take around 4 weeks before shipment.

What Should I Do If My Tracking Shows a Delay?

If your tracking information indicates a delay, please contact us at info@crystaltearsclo.com, and we will do our best to assist you.

Which Countries Do You Ship To?

We ship to most countries. However, certain destinations may occasionally be unavailable due to global shipping restrictions.

Please note that Crystal Tears is not responsible for paying duties, taxes, customs fees, or VAT charges.

Do I Need to Pay Customs or VAT Fees for International Orders?

For international shipments, customers are responsible for any customs duties, VAT, or import taxes required by their country. These fees vary by location and cannot be calculated in advance.

By placing an order, you acknowledge and agree to pay any applicable customs or VAT charges. We recommend including a phone number at checkout in case the postal service needs to contact you regarding your shipment.

What If I Ordered the Wrong Size?

If the wrong size was selected and the order has already shipped, changes cannot be made at that stage. Once you receive the item, you may submit a refund request according to our return and refund policy.

Can I Exchange an Item?

To request an exchange, email info@crystaltearsclo.com with your order number and the item and/or size you wish to change. If the item is sold out or still in production, we may not be able to accommodate the request. Exchanges are not guaranteed.

What Happens If My Package Is Lost or Stolen?

Crystal Tears is not liable for packages that are lost or stolen after they have been shipped and are in transit. Customers are encouraged to ensure that their delivery address is secure.

If your parcel is lost or stolen, please file a claim directly with the shipping carrier.

What Should I Do If I Receive the Wrong or a Damaged Item?

If you receive a damaged or incorrect item, you must report it within 3 days of delivery. Please email info@crystaltearsclo.com and include clear photos of the item and your packing slip.

We are not responsible for normal wear and tear. Issues must be reported before the item is worn or used.

What If an Item From My Order Was Out of Stock?

If your order contains multiple items and one or more products are unavailable, we will issue a refund for the out-of-stock item(s) and ship the remaining items in your order.

How Do Refunds Work?

For any refund-related questions, please contact info@crystaltearsclo.com.

Refunds may take up to 10 business days to appear on your statement, depending on your bank or financial institution. If more than 10 business days have passed since your refund was processed, please contact your bank or credit card provider to check the status.

If you have done so and still have not received your refund, email info@crystaltearsclo.com for further assistance.

Why Might My Refund Amount Differ Due to Exchange Rates?

All orders and refunds are processed in US dollars. Any price differences caused by exchange rate fluctuations between the time of purchase and the time of refund are not the responsibility of Crystal Tears.

Can I Apply a Discount Code After Placing My Order?

The total paid at checkout is final and non-negotiable. Discount codes and sitewide promotions must be applied during checkout and cannot be added afterward.

Retroactive discounts will not be applied to orders that are already processed. Promotions are only valid between their specified start and end dates. We are not responsible for discount codes that were not entered at checkout.