Returns & Support

We want every customer to receive the correct product in acceptable condition. You may request an eligible return within 30 calendar days of delivery. Email support@evashucrystals.com before sending anything back so we can review the request and provide the correct instructions.

Return eligibility

For a standard change-of-mind return, the item must be unused, unworn, unaltered, complete and in its original product packaging. Any included chain, pouch, accessory, certificate or component must also be returned with proof of purchase.

Damage, wrong item or missing item

Report damage, a materially defective item, an incorrect item or a missing component within 7 calendar days of delivery. Include your order number and clear photographs of the item, outer parcel, shipping label, inner packaging and all contents received. Keeping the packaging helps us review transit damage and carrier responsibility.

After verification, we may offer a replacement, missing-item shipment, repair where suitable, store credit or refund. We may not require an international return when the evidence is sufficient and return shipping would be disproportionate. Reasonable approved return costs for a verified wrong, damaged or materially defective item are covered or reimbursed where required or expressly agreed.

Natural variation

Colour variation, inclusions, banding, minor surface texture, transparency differences and small handmade variations can occur in natural crystal products. These characteristics are not normally defects when the item materially matches the listing and remains suitable for normal use.

Change-of-mind returns

Approved change-of-mind returns are normally sent back at the customer’s cost using a trackable service. Original shipping charges, import duties, taxes, brokerage and carrier fees are generally non-refundable unless required by applicable law.

Items that cannot normally be returned

• Personalised, custom-made, engraved or size-altered products.
• Gift cards or other non-returnable digital value.
• Items clearly marked final sale before purchase, where legally permitted.
• Products that have been worn, used, altered, damaged after delivery or returned incomplete.
• Parcels sent without prior return approval or to an unconfirmed address.

Return process

1. Email support@evashucrystals.com within 30 calendar days of delivery.
2. Provide the order information, reason and requested photographs.
3. Wait for written return or resolution instructions before shipping.
4. If a return is approved, pack the item securely and use a trackable service.
5. Keep the shipping receipt until the case is complete.
6. After receipt, we inspect the returned item and confirm the outcome.

Refund timing

Once a return has been received, inspected and approved, we process the refund to the original payment method within 5 business days. Your bank, card network or payment provider may require additional time before the credit appears. Any permitted deduction will be explained before the case is closed.

Order cancellation

Cancellation requests should be made before dispatch. Once an order is packed, fulfilled, personalised or handed to the carrier, cancellation may no longer be possible and the request may need to follow the return process after delivery.

Your legal rights

This page does not limit any consumer guarantee, cancellation right, refund right or other remedy that cannot lawfully be excluded in your country or region.

For help, email support@evashucrystals.com or use the contact page. Delivery information is available under Shipping & Delivery.