Shipping & Exchanges

What is the shipping fee to other countries other than United States?

US domestic shipping is all free. International economic shipping price for a normal prom dress is listed as below:

 * Express shipping rate will be automatically calculated based on the shipping services that individual customer selects. Process / production time is typically 3-10 days depending on products. Custom order will take 1-3 more weeks. 

** We offer free return for US domestic customers. For customers in other country, returns need to be processed by mail that paid by customers. Express shipping fee will not be refunded for any returns. Contact us if you have any questions. For international orders outside US, return window is 30-day (from return start to package arrival), buyer pays return shipping with tracking.

*** We are not holding responsible for any issues arising from the carrier’s side after confirmed delivery, especially when all shipment information was correctly provided.

Does Crystellara provide refunds or exchanges services?

Thanks to all customers for trusting and choosing Crystellara. We want you to be completely satisfied with your online purchase. Should you need to return an item, please review the complete details of our Online Merchandise Return Policy below to determine if any special conditions apply. For your happy smile, we are very willing to solve any of your problems and issues.

 

General Return Policy:

No 1. If you are not satisfied with any of our products, please contact us by email within 3 days after receipt of the parcel, after approval of return, packages can be mailed back but need to receive within 14 days after 1st delivery. For express orders (orders with express shipping or marked as expedited), return requests must be submitted within 48 hours of delivery, as these products are intended for immediate use (e.g., weddings, events, or gifts). After 48 hours, return or refund requests for express orders will not be accepted.

Important: Custom-size and color dresses (including wedding, bridesmaid, or prom styles) are non-returnable and non-refundable once production begins, as each piece is made individually to the buyer’s specifications.
Returns are only accepted if the item received is confirmed to have a manufacturing defect, an incorrect color code (different from the one ordered), or a major quality issue verified by our quality control team.
Please note that minor differences in color tone, lighting appearance, fabric texture, or small handmade details are not considered defects, as each dress is handcrafted and may vary slightly from screen display.

No 2. For orders classified as "High Fraudulent Risk" by Shopify due to suspicious billing address, different ordering person name and name on  card, etc., we will contact you after order has been finished before shipping out to ask for checking identity by phone call, message or email. If we didn't receive any response, we will cancel your order within 4 weeks after your order is placed without shipping out the finished products. 

No 3. We accept online merchandise returns via mail only. We will send you return address or return label once your return is confirmed to be started. Total return span is 30 days after order package arrives.

No 4. Returned merchandise must be in new condition. If you are returning a product listed below, please check to make sure your return meets the conditions described.

1. Must be in original condition - unworn, unwashed, unaltered, undamaged, clean and free of lint and hair - and must have the tags intact and attached.
2. If the product is defective, please provide a detailed explanation in the return package (see additional notes below).

No 5. If the reason for returning the dress is not because of any quality issue, the customer will need to bear the cost of mailing back the dress;

Return Eligibility

To qualify for a return, items must meet all of the following conditions:

• Unworn, unwashed, unaltered, and undamaged

• Free of odors, stains, lint, and hair

• All original tags must be attached

• Packaged in original condition

Items that do not meet these requirements will be rejected and returned at the customer’s expense.

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Non-Returnable Items

The following items cannot be returned:

• Special/custom orders, including personalized products, as clearly noted at checkout

• Final sale or clearance items

Note: If a custom or special order is delayed beyond the promised timeframe, customers may cancel before the item ships and receive a full refund.