Return Policy

Last Updated: 18/04/2025

At Crystiel, we are committed to providing high-quality footwear that you’ll love. However, if you are not satisfied with your purchase, our Return and Refund Policy ensures a straightforward and hassle-free process. Please review the details below to understand how returns and refunds are handled.

Quick Overview

Returns: Customers can return eligible products within 30 days of delivery.

Eligibility for Returns

To be eligible for a return, the product must be in its original condition, unused, and in its original packaging with all accessories, tags, and other items included.
Customized or personalized shoes are not eligible for returns unless they arrive damaged or defective. Items marked as “Final Sale” are also non-returnable.

Returns must be initiated within 30 days of the delivery date. Beyond this timeframe, returns will not be accepted unless exceptional circumstances are approved by our team.

To initiate a return, contact us at support@crystiel.com with your order number and reason for the return. We will provide a Return Authorization Number (RAN) and detailed instructions.

Unauthorized returns without an RAN will not be processed and may be sent back to the customer at their expense.

Customers are responsible for the safe return of the product. We recommend using a trackable shipping service to ensure the package reaches us.

Return Label Options

If your return is accepted, we will provide one of the following return label options:

Included in the Package: A physical return label included in your original parcel.

Downloadable PDF: A return label emailed to you for convenient printing and shipping.

Important Note: Items sent back without first requesting a return will not be accepted. Contact us at support@crystiel.com for any return-related questions. We usually respond within 24–48 hours.

Non-Returnable Items

Some items are not eligible for returns under any circumstances:

Gift cards or promotional vouchers.

Customized or personalized shoes.

Items purchased during flash sales or marked as “Final Sale.”

Products damaged due to misuse, improper handling, or normal wear and tear are also non-returnable. Please review product descriptions, dimensions, and images before making a purchase.

Process for Returning Items

Email support@crystiel.com with your order details and photos of the item, if necessary.

Upon approval, a Return Authorization Number (RAN) and return address will be provided. Include this number in the return package to avoid processing delays.

Once the returned item is received, it will undergo inspection to ensure it meets the return criteria. This process typically takes 3-5 business days.

If approved, you will receive an email notification, and the next steps (refund or exchange) will be initiated.

Items that do not meet return criteria will not be refunded, and you will be contacted regarding further options.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, notify us within 48 hours of delivery at support@crystiel.com with a description and photos of the issue.

For damaged or incorrect items, Crystiel will cover the cost of return shipping and provide a replacement or refund based on your preference.

Do not attempt to repair or alter a damaged item, as this will void eligibility for returns or replacements.

Customers are encouraged to inspect the package upon delivery and report any visible damage to the courier immediately.

Exchanges

If you’d like to exchange an item, you must return the original product first by following the return steps mentioned above. Once your return is received and approved, you will be notified. You can then place a new order for the replacement item. The availability of the replacement product depends on stock levels at the time of your new order.

Refund Policy

At Crystiel, we aim to provide the best footwear experience, and we want you to be completely satisfied with your purchase. If for any reason you’re not, our refund process ensures that you are taken care of. Please read below to understand how our refund system works.

Quick Overview

Refunds: Refunds are processed within 10 business days after the returned item passes inspection.

Conditions for Refunds

Refunds are processed only for items returned in compliance with our Return Policy. Items must be in their original, unused condition and pass the inspection process.

Refunds will be issued to the original payment method used during checkout.

Shipping charges are non-refundable unless the return is due to a Crystiel error, such as sending an incorrect or defective product.

Refund amounts for bundled or discounted items will be adjusted based on the promotion applied.

Refund Timelines

Refunds are processed within 10 business days after the returned item has been inspected and approved.

If you do not receive your refund within this timeframe, please contact your bank or credit card provider for further assistance.

You will receive an email confirmation once your refund has been successfully processed.

Non-Refundable Situations

Items rejected during the return inspection due to non-compliance with our Return Policy are not eligible for refunds.

The following items are non-refundable:

Products marked as “Final Sale” or customized items.

Orders canceled after the item has been shipped are not eligible for full refunds. In such cases, only the product cost (excluding shipping fees) will be refunded.

Refunds for Damaged or Defective Items

Refunds for damaged or defective items will include the cost of the item and the original shipping charges.

Customers must report the issue within 48 hours of delivery with supporting photos and a detailed explanation of the damage.

You may choose between a replacement or a refund for defective items. Refunds will be processed once the item is returned to us.

Refunds will not apply to damages caused by improper use or handling by the customer.

Contact Information

Business Name: Crystiel

Chat Support: 24/7

Business Hours: 9:00 AM to 4:00 PM (Monday to Friday)

Business Contact: +1 (210) 279-3127

Business Mail: support@crystiel.com

Business Address: 3204 Fallen Stone, Schertz TX 78154, United States