Shipping Policy

Terms and Conditions:

Shipping Address:

Please ensure your shipping address is accurate, as we cannot redirect orders once dispatched.

Buyers are responsible for making any necessary arrangements regarding special or personalized delivery requests.

Customs and Import Taxes (International Orders):

Buyers are responsible for any customs and import taxes that may apply.

*Crystal Hearts is not liable for delays caused by customs clearance.

Shipping Schedule and Delivery:

Orders are typically dispatched within 3-5 business days after we receive your 'Close Box' confirmation.

For orders classified as 'Open Boxes,' we will automatically ship fully paid orders to the registered shipping address after 30 days from the last order date.

Crystal Hearts is not liable for damage, delays, loss, or theft once the package has been handed over to the courier.

Shipping Rates:

Kindly refer to below latest shipping rates:

 

 

<insert shipping fee schedule>

 

 

Please note that the rates stated above are subject to change without prior notice.

We strive to keep our shipping costs as transparent and fair as possible, and we appreciate your understanding as we occasionally update our rates to reflect changes in shipping providers and operational costs.

Order Tracking:

Please understand that due to the volume of orders our small team handles, we may not be able to provide real-time tracking assistance.

Once your order has shipped, you’ll receive a tracking number or link via email or direct message. Please use this to track your package on our tracking page: https://crystalheartssg.com/apps/aftership. 

Damaged or Missing Items:

We take great care in wrapping and packing your items. However, if you receive a damaged or missing item, please notify us at crystalheartssg@gmail.com within 24 hours of delivery so our team can promptly inform the shipping company or insurance provider.

To assist with the claims process, please retain the box, all packaging materials, and the damaged item and include the following photos on your email to us:

  • Box showing all labels
  • Any notable damage to the box
  • Damaged item (before and after unwrapping)
  • Contents inside the box (especially for missing items)

Please note that Crystal Hearts has no control over the claims process or its outcome. Thank you for your understanding!

Insurance Payout:

Once an insurance claim is approved, we’ll facilitate reimbursement within 7-10 business days after receiving credit from the insurer. Any applicable transfer fees will be deducted from the reimbursed amount.

Shipping of Returns/Exchanges:

For approved returns or exchanges, customers are responsible for the shipping costs associated with returning items, unless the return is due to a defect or error on our part. Please note that original shipping fees are non-refundable.