Frequently Asked Questions

When will my items be shipped?

We request 3-5 days for shipping.  We ship as soon as possible. We are excited to prepare, package, and ship your items.

Shipping times are calculated with business days, which are Monday-Thursday, not including holidays.  If you haven’t received your package within 4 weeks of ordering, please contact support@chulelcrystals.com.

Where are my items shipping from?

All items will be shipped from Washington state.

How will my items be shipped?

Items are shipped out by USPS. 

Do you ship internationally?

Not at this time.

Can I make a change to, or cancel, my order?

Once an order has been submitted, we cannot make any changes. We are not able to change any part of your order. We are not able to cancel an order once it has been placed. Be sure to double and triple-check your items, quantities, and shipping info before hitting submit.

How is the shipping cost calculated for my order?

Shipping is based on the weight of the package. There is a flat rate of $9.99, if you order $200 or more.

What if my package is returned to the seller as undeliverable?

Any packages returned to the sellers that are labeled by the shipping carrier as undeliverable will be refunded when returned to the seller. Refunds will be issued to the payment method used for that specific order unless the package is returned after the package is 25 days old. Packages older than 25 days will be refunded as store credit.

 Why isn't my order going through?

First, make sure that all of the items that are in your cart are still available on the site. If an item that is in your cart has already sold out or has been removed from the site, the order will not process. You can hit remove to delete those unavailable items from your cart.

If you are receiving an AVS error when trying to check out, that means that the billing information, or CVV number on the back of your card, that you have entered in during check out does not match the billing address that your bank or cardholder has on file for that card.

Be sure to use an up-to-date browser when looking at the site, like Google Chrome.

Can I return my order?

If you don't love your purchase please contact us within 3 days of the item(s) arriving to you. Mail the piece(s) back to us - within 14 days of receiving the item. The item should be in the same condition in which it was sent - including no scents (perfume, cologne) and we will gladly refund you. The buyer pays for the return shipping. Once the piece has arrived back to us, we will gladly refund you for the full amount of the piece minus the original shipping fee.  Please contact us at support@chulelcrystals.com with your order number and the item you would like to return.

What do I do if the item I received is damaged or defective?

If your product arrives damaged or defective, please contact us as soon as possible so we can resolve the problem quickly. We ask that your send your order number, and a picture of the issue. This will help with quality control, and prevent the same situation in the future. As with returns, please contact us within 7 days of the purchase of your order.