FAQ

THE MOST COMMON QUESTIONS

Ordering

Is there a minimum order?


No, there is no minimum order required.




When will my order ship?


Sterling Silver orders will be shipped out in 1 working day after payment is received. Shipping takes 4 to 6 working days to the U.S. via USPS and 7 to 10 working days via E Express. Gold orders will be shipped out in 7 to 10 working days after payment is received. Shipping takes 4 to 6 working days to the U.S. Shipping takes 7 to 10 working days to the following countries: Canada, United Kingdom, Australia, New Zealand, France, Germany, Netherlands, Switzerland, Spain, Russia, Norway, Sweden, Denmark, Israel, Japan, South Korea, Macao, Brazil, Vietnam, Cambodia, Thailand, Malaysia, Singapore, Philippines, Indonesia and Taiwan. Shipping to all other countries can take 2 weeks to 1 month to arrive.




What are your shipping charges?






Returns + Exchange

What is your return policy?


We are happy to replace a defective item or refund your purchase price within 30 days from the date of your order. Please email us at blackcrystaljewels@gmail.com to get a Return Authorization Number. Claims for missing merchandise must be made within 10 days. Merchandise returned without an RA number will not be processed. Please note: However, you will be responsible for paying for the cost of return shipping. Contact us and let us know that you need to return or exchange a product and we will give you the address to ship to. We will send the new product to you once we receive the one you returned.




If I haven't received my order or my order arrives damaged what should I do?


This rarely happens, but if it does, send back your damaged product to us along with your refund or exchange request to blackcrystaljewels@gmail.com. Once we receive the damaged product, we will either give you a refund or just exchange your product, you decide. Customer satisfaction is our number one priority and if there are any quality issues with a product, please contact us before leaving a negative review and we will solve it ASAP! COVID-19 Update - due to the current pandemic transit times are taking longer than normal and are not guaranteed. Depending on your location, USPS services can take several weeks to arrive and FedEx has until end of business day to deliver. Please contact as soon as possible if your order arrives damaged by the carrier.





Product Care + Material

Does sterling silver tarnish?


Yes, sterling silver does tarnish. This is a natural reaction the metal has with chemicals in the air. Frequent light polishing with a polishing cloth designed for sterling silver will help minimize tarnish. Items plated with karat gold, rhodium, or ruthenium (gunmetal) are extremely tarnish resistant.




How do I take care of my jewelry?


Gold Filled/Sterling Silver
A little love goes a long way! When not wearing your jewelry, be sure to store it in the pouch it came in. This helps prevent scratching and maintain colour for gold filled and silver pieces. Remove your jewelry when applying scents, lotions and sprays.

14K Gold
TLC is always needed, even for 14K - to keep their beauty and patina as long as possible, scrub lightly with a fresh toothbrush and warm water. Make sure to rinse away any excess residue! You can also buff your 14K pieces gently using a jewelry cleaning cloth or the pouch sent with each purchase.

Milestone Collection (Engagement rings and Wedding bands)
Precious metals and diamonds require care and attention to extend their lifetime. Although made for everyday wear, rings need routine care. We recommend the rings be cleaned and inspected every 6-12 months (through your local jeweler). Make sure the prongs are properly maintained in order to prevent the loss of stones.




Can I order a custom piece?


Custom Design
We're not able to accommodate custom design at the moment but we encourage you to join our newsletter - we launch new products weekly so you'll definitely find something you love!

Custom Sizing
The sizes shown on each product page are the only ones we're able to offer at this time.





Engraving

Do you offer engraving services?


Yes! Engraving is offered on a nice range of items.




Can I send back my piece for an engraving?


Once the order is shipped, we are unable to have them returned for an engraving.





Payments

What payment methods do you accept?


PayPal (All major credit cards are accepted through PayPal) Payments are captured and processed through PayPal.




How is refund processed?


Upon receiving your returned item at our warehouse, it will take up to 8-13 business days for the returns team to process and send you a return confirmation email.
Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund on your bank account!




Will I be charged duties, taxes and any other fees?


DUTIES AND TAXES United States and Canada
Duties are included. Taxes are applied at check-out according to the state/province of the shipping address. Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Black Crystal does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.