FAQS
🚚 Shipping & Delivery
How long will it take for my order to ship?
Orders are dispatched within 5 business days. During busy holiday seasons, processing may take slightly longer.
How long does delivery take?
- Most Asian countries: 5–8 business days
- Most European and North American countries: 7–12 business days
- Some countries (e.g. Israel, Mexico) may require up to 4 weeks. We recommend contacting us before ordering if you're in a remote region.
How much does shipping cost?
We offer free worldwide shipping on all orders, with no minimum order requirement.
What carriers do you use?
We ship via DHL, FedEx, UPS, TNT, China Post, USPS, Royal Mail, Canada Post, SF Express, 4PX, and others, depending on package weight and destination.
💎 About Our Crystals
Are your crystals real?
We carry both natural and synthetic/man-made crystals. Where applicable, the product title or description will clearly indicate whether the item is natural or synthetic. If you have questions about a specific product, please contact us before purchasing.
Why does my crystal look slightly different from the photos?
All natural crystals are unique products of nature. Each piece may have slight variations in color, pattern, inclusions, or natural cracks — these are not defects, but part of what makes each crystal one-of-a-kind.
Can crystals cure diseases?
For legal reasons, we cannot guarantee that any crystal can cure or treat any disease or medical condition. Crystals are sold for decorative and personal enjoyment purposes only.
💰 Pricing & Currency
What currency are prices listed in?
All prices are listed in USD and are retail prices. For wholesale inquiries, please contact us directly.
Do you offer wholesale?
Yes! Please contact us at 1809100398@qq.com for wholesale pricing.
Do you accept coupon codes?
Coupon codes must be entered at checkout before placing your order. They cannot be applied to orders that have already been placed.
📦 Orders & Tracking
I entered the wrong shipping address. What do I do?
Please contact us immediately at 1809100398@qq.com. We ship quickly, so there is only a small window to make corrections. If the package is shipped to the wrong address, the buyer is responsible for any additional postage costs. AliceCrystals is not liable for lost packages due to incorrect address information provided by the customer.
My package says delivered but I haven't received it.
Please check that the address on your order is correct, and check with household members. Occasionally packages are marked as delivered while still in transit. If the issue persists, please contact your local carrier directly. For further assistance, reach out to us at 1809100398@qq.com.
Lost or stolen packages
Once a package has been scanned and accepted by the carrier, we cannot be held responsible for loss or theft. If your package is missing, please contact your carrier and reach out to us at 1809100398@qq.com with your order number.
🔄 Returns & Refunds
What is your return policy?
Please refer to our Refund Policy for full details. In summary:
- EU customers: 14-day return window
- All other customers: 7-day return window
- Items must be unused and in original packaging
- Return shipping is covered by us for quality issues; otherwise paid by the customer
Do I need to film an unboxing video?
We strongly recommend filming an unboxing video when you receive your order. This helps us resolve any issues quickly and efficiently in the event of damage or missing items.
🌍 Customs & Taxes
Am I responsible for customs and import taxes?
Yes. Buyers are responsible for any customs and import taxes applicable in their country. We are not responsible for delays caused by customs.
📬 Contact Us
For any further questions, please contact us:
📧 1809100398@qq.com
💬 WhatsApp: +86 198 5131 5147
We will do our best to get back to you within 24 hours.
By purchasing from our store, you confirm that you have read and agreed to all our store policies.