Shipping Policy

Customs and Import Taxes:

Buyers are responsible for any customs and import taxes that may apply. Crystal Hearts will not be liable for any delays caused by customs clearance.


Orders are usually dispatched within 3-5 business days upon receipt of 'Close Box' confirmation from the buyer. Alternatively, Crystal Hearts will automatically ship all fully paid orders (including shipping fees) marked as 'Open Boxes' after 30 days from the date of the last order.

Kindly refer to below latest shipping rates:



<insert shipping fee schedule>


Please ensure your shipping address is correct, as we cannot redirect orders once items have been dispatched.

The buyer will be responsible for making any necessary arrangements regarding special or personalized delivery requests.

Crystal Hearts will not be liable for any damage, delay, loss, or theft once the package has been collected, dropped off, and handed over to courier or shipping company.

Order Tracking:

Please understand that due to the volume of orders our small team handles, we may be unable to closely assist in monitoring your package. Kindly refer to the tracking number or link that will be sent out via email or direct message once your order has been shipped for your own tracking.

Damaged or Missing Items:

Our team ensures that every item in your order has been carefully wrapped and packed to mitigate any risk of damages or losses.

However, in the unlikely event that you receive a damaged item or are missing an item, kindly notify us within 24 hours of delivery receipt so our team can immediately notify the shipping company or insurance provider.

Please retain the box, including all packaging materials and the damaged item, to assist with the claim process. Do send us an email with the following photos, necessary for submitting a claim:

  • Photo of the box showing all labels attached
  • Photo showing any notable damage to the box
  • Photo of the damaged item prior to unwrapping
  • Photo of the damaged item
  • Photo of all the contents inside the box (especially for missing items)

Kindly note that Crystal Hearts does not have any control nor liability over the claim process and its outcome.

Insurance Payout:

Once the insurance claim has been approved, Crystal Hearts will facilitate the reimbursement process, transferring the approved amount to the buyer within 7-10 business days upon receipt of credit from the insurer or shipping company. Any applicable transfer fees will be deducted from the reimbursed amount.