Here at CrystalTears we strive to process and ship all orders within 3 working days. However, please note that items marked as pre-order or those experiencing high demand may require additional handling time. Any specific dispatch timeframes will be outlined on the relevant product pages.

Updates

After your order has been sent out, you’ll receive a shipping confirmation email that includes your tracking details. If you don’t see this email in your main inbox, we recommend checking your spam or junk folder.

Estimated delivery for international tracked orders is typically between 5–15 working days. Please keep in mind that this timeframe is an estimate only.

Delays can occasionally occur due to customs checks, local postal processing, or other circumstances beyond our control. For this reason, delivery times are not guaranteed.

For orders, you may be required to pay additional customs duties, taxes, or import fees before your parcel can be released.

If your order includes any pre-order items, dispatch will take longer than standard processing times. The expected dispatch timeframe for pre-order products is clearly listed on each product page.

As external factors such as customs or carrier delays may impact transit times, we are unable to provide refunds for shipping costs due to delayed or missed estimated delivery windows.

Proof of Delivery

We offer worldwide shipping, and every order includes tracking. Once your parcel has been delivered, the tracking link provided in your shipping confirmation email will show confirmation from the courier.

Address Accuracy

Please double-check your shipping details before placing your order. We begin preparing orders quickly, so changes are not always possible after checkout.

If you realise you’ve entered the wrong address, contact info@crystaltearsclo.com as soon as possible with the subject line “ADDRESS UPDATE REQUEST” and include the correct details in your message. While we’ll always try our best to help, we can’t guarantee amendments once processing has started.

We are not liable for parcels that are lost or delayed due to incorrect information provided at checkout.

Problems With Your Delivery

If there is an issue with your shipment, you must notify us within 30 days of placing your order. This allows us enough time to investigate with the courier. Unfortunately, we’re unable to assist with delivery concerns raised after this timeframe.

Returned Shipments

Parcels may be sent back to us if delivery attempts fail, the address is inaccurate, or the package is not claimed. Return transit times can be lengthy and are handled entirely by the courier service.

Once a returned package arrives back with us, a refund will be processed automatically, excluding the original shipping charge. If your order received complimentary shipping, our outbound postage cost will be deducted from the refund.

If any returned item is no longer available, we’ll contact you to arrange reshipment. A new shipping fee will apply. Returned items will only be stored for up to 30 days while awaiting customer confirmation.

If you are aware that your parcel is being returned, please email info@crystaltearsclo.com promptly so we can monitor the situation.

Customs Charges

International shipments may be subject to import taxes, customs duties, or handling fees depending on your country’s regulations. These costs are set by local authorities and are the responsibility of the customer.

We cannot accept responsibility for parcels that are lost, rejected, or delayed due to unpaid customs charges.

Faulty or Damaged Items

If you for any reason receive an item that appears defective or damaged, please get in touch immediately after delivery so we can review the matter and resolve it appropriately. We’re unable to take responsibility for issues reported after the product has been worn or used.

Get in Touch

For any questions regarding shipping or policies, please contact us at info@crystaltearsclo.com.

Should you have any difficulty locating your tracking information, feel free to reach out to us at info@crystaltearsclo.com. Our team will respond within 72 hours on business days and will gladly assist you.