Last updated: October 26, 2026
At CrysLuna, we want every order to arrive safely and as described. This Delivery & Returns Policy explains our shipping, delivery, return, refund, and exchange procedures.
By placing an order with CrysLuna, you agree to the terms described below.
1. Order Processing
Orders are normally processed within 1–3 business days after payment has been successfully received.
Orders are not normally processed, shipped, or delivered on weekends or Chinese public holidays.
During periods of high order volume, holidays, promotions, or circumstances beyond our reasonable control, processing may take longer. If a significant delay occurs, we will make reasonable efforts to notify you.
Once your order has been shipped, you may receive a shipping confirmation email containing tracking information when tracking is available.
2. Shipping
Orders are dispatched from our fulfillment facilities located in Guangdong, China. At this time, we only ship orders to addresses within the United States. Free standard shipping is available to all US states including Alaska and Hawaii. Deliveries to Alaska and Hawaii typically take an additional week. We do not ship to PO boxes, military APO/FPO addresses, or US territories. We plan to add more regions in the future.
Standard shipping is free for all orders. UPS and DHL expedited shipping are available as paid upgrade options at checkout.
Delivery estimates are provided by the applicable carrier and are not guaranteed. Actual delivery times may vary due to:
- Carrier delays;
- Weather conditions;
- Customs processing;
- Holidays;
- Transportation disruptions;
- Incorrect or incomplete shipping information;
- International import procedures; or
- Other circumstances outside our reasonable control.
CrysLuna is not responsible for carrier delays that occur after an order has been shipped.
3. Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully review your shipping information before completing your purchase.
If you discover that you have entered an incorrect shipping address, contact us as soon as possible at info@crysluna.com.
We will make reasonable efforts to correct an address before the order is shipped. However, we cannot guarantee that an address can be changed after an order has been processed or shipped.
If an order is returned to us because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply to resend the order.
4. Customs, Duties, and Taxes
For shipments delivered to the United States, CrysLuna will cover applicable customs duties, import taxes and any remote area surcharges charged by the carrier.
United States state sales or use taxes are not included. It is the buyer’s responsibility to self-report and remit any applicable state sales or use tax directly to their state tax authority.
Customs processing may also cause additional delivery delays.
5. Delivery Problems and Lost Packages
Risk of loss or damage remains with CrysLuna until the parcel is successfully delivered to the shipping address you provided. If tracking information indicates that an order has been delivered but you cannot locate the package, please first check with household members, neighbors, building management, or the carrier for additional delivery information.
If you still cannot locate the package, please contact us at info@crysluna.com as soon as reasonably possible.
If a package is lost or appears to be missing while in transit, we will work with the applicable shipping carrier to investigate the issue.
The resolution of a lost or missing package may depend on the carrier's investigation, tracking information, and applicable shipping protections.
6. Damaged or Incorrect Items
Please inspect your order promptly after delivery.
If an item arrives damaged, defective, or materially different from what you ordered, please contact us at info@crysluna.com within 7 calendar days of delivery.
Please include:
- Your order number;
- A description of the problem;
- Clear photographs or a short video showing the shipping label, outer packaging, and damaged item or discrepancy.
An unboxing video is very helpful, but not required.
We may request additional information or photographs to help us evaluate the issue.
If the issue is confirmed to be our responsibility, we may provide an appropriate remedy, which may include a replacement, refund, or other resolution.
Do not return a damaged, defective, or incorrect item unless we have provided return instructions.
7. Returns
We accept eligible returns requested within 30 calendar days of delivery.
To be eligible for a return, an item must generally:
- Be unused and in its original condition;
- Be returned with its original packaging and accessories, where applicable; and
- Be in a condition suitable for resale.
All returned goods will be inspected by our team upon receipt. We reserve the right to refuse a return if the item shows signs of impact damage, dropping, scratches, glue repair, alteration, excessive wear, or missing original packaging. These are considered buyer‑caused damage and are not eligible for refund or exchange.
Certain items may not be eligible for return where permitted by applicable law, including items that have been personalized, customized, or altered at the customer's request (final sale).
If you are unsure whether an item qualifies for a return, please contact us before sending it back.
8. How to Request a Return
To request a return, contact us at:
info@crysluna.com
Please provide:
- Your order number;
- The item you wish to return;
- The reason for the return; and
- Any other information reasonably necessary to process your request.
We will provide return instructions if your request is approved. Return address details will be provided to you after your return request is approved.
Please do not send merchandise back to us without first contacting us and receiving return instructions.
9. Return Shipping Costs
Unless an item is defective, damaged upon arrival, incorrect, or otherwise subject to a remedy required by applicable law, the customer is generally responsible for return shipping costs.
For approved returns caused by an error on our part or a confirmed defective or damaged item, CrysLuna will cover return shipping and provide a prepaid return label after verification.
Original shipping charges are generally non‑refundable unless otherwise required by applicable law or the return is due to an error on our part.
10. Refunds
Once an approved return has been received and inspected, we will determine whether the item meets the applicable return requirements.
If the return is approved, the refund will generally be issued to the original payment method.
Please allow reasonable processing time for the refund to appear in your account. The time required may vary depending on your payment provider or financial institution.
If a returned item does not meet the applicable return conditions, we may deny the return or refund, subject to applicable law.
11. Exchanges
We do not generally offer direct exchanges.
If you would like a different item, size, style, or product, you may return the eligible item in accordance with this policy and place a new order.
If an item is defective, damaged, or incorrectly shipped, we may provide a replacement or other appropriate remedy at our discretion and as required by applicable law.
12. Natural Variations in Gemstones and Handmade Products
Many CrysLuna products may contain natural gemstones, crystals, minerals, or handmade components.
Because natural materials vary, individual items may differ slightly in:
- Color;
- Pattern;
- Shape;
- Texture;
- Size;
- Clarity;
- Inclusions; or
- Other natural characteristics.
Minor variations that are consistent with the natural characteristics of gemstones, crystals, minerals, or handmade products are not considered defects.
Product photographs are intended to provide a general representation of the product. The actual item may vary slightly from the photographs due to natural variation, lighting, photography, and screen settings.
13. Products with Decorative or Symbolic Descriptions
Some CrysLuna products may be described in connection with traditional, cultural, spiritual, symbolic, decorative, or aesthetic meanings.
Such descriptions are provided for informational, cultural, or decorative purposes only.
CrysLuna does not make medical, therapeutic, diagnostic, or guaranteed outcome claims regarding the products we sell.
Our products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
14. Order Cancellation
If you need to cancel an order, please contact us at info@crysluna.com as soon as possible after placing the order.
We will make reasonable efforts to cancel an order before it enters processing or shipping.
Once an order has been shipped, it generally cannot be canceled and may instead be subject to the return procedures described in this policy.
15. Refunds Required by Law
Nothing in this policy is intended to limit or exclude any consumer rights, warranties, remedies, or protections that cannot legally be waived under applicable law.
Where applicable law provides consumers with rights or remedies greater than those described in this policy, those legal rights will apply.
16. Contact Us
If you have questions regarding delivery, returns, refunds, damaged items, or an existing order, please contact us:
CrysLuna
Email: info@crysluna.com
Website: https://crysluna.com
Please include your order number whenever contacting us about an existing order so that we can assist you more efficiently.