FAQ Help Center
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popular questions
Hopefully all the questions you might have are answered here but if not, please feel free to fill out the form and we’ll get back to you as soon as we can.
Yes absolutely! All of our shoes are 100% authentic branded merchandise. We buy all our shoes from authorised retailers.
Yes absolutely! Yes, Crystalella offers a bespoke crystallisation service. Please contact us at orders@crystalella.com for more information or to submit your requirements.
We carefully apply each crystal individually by hand using a powerful industrial adhesive, ensuring a secure and durable attachment.
The crystals are designed to withstand various activities, reducing the likelihood of them falling off easily from your shoes.
However, it’s possible that with normal wear and tear, one or two crystals may eventually come off.
To address this, we include a small bag of replacement crystals with every order, ensuring you have the means to replace any lost crystals over time.
We kindly request that customers exercise due diligence in selecting the correct size when placing their order. As each shoe is customised specifically for your order, we regret to inform you that we do not offer exchanges for sizing issues.
It’s essential to refer to our size chart and carefully consider your measurements before making a purchase. Our customer support team is available to assist you with any questions or concerns regarding sizing prior to placing your order.
Please review our size chart and, if need be, reach out to us for guidance to ensure you select the appropriate size for your crystal-decorated footwear.
We appreciate your understanding and cooperation in ensuring a smooth shopping experience.
Crystalella only publishes real reviews that showcase real customer feedback on our website.
You can read about the experiences and feedback shared by other customers who have purchased their custom crystal sneakers or trainers on this page.
Crystalella understands the importance of offering promotions and discounts to our valued customers so, from time to time, we may indeed have special discounts, promotions, or limited-time offers available.
However, the availability of these promotions depends on a few different factors, such as current stock, seasonal sales, and specific marketing campaigns.
To stay updated on any ongoing promotions or discounts, we recommend keeping an eye on our website or social media platforms like Instagram where we’ll provide you with information about any upcoming promotions or discounts.
Currently, the available sizes for each shoe are listed on our website.
As we source our shoes from authorised retailers, we are limited to the sizes they have in stock.
We regularly update our website, so please check back or contact us if you are looking for a specific size or style that is not listed.
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Delivery & Shipping FAQs
Yes, we absolutely offer worldwide shipping.
We ship all our products to customers around the globe, allowing individuals from all different countries to enjoy their custom-designed crystal sneakers, accessories or bespoke items anywhere on the planet.
It may take several hours to meticulously place each crystal, one by one, onto the shoes or preferred item therefore the entire detailed process can typically takes 1-2 weeks to complete.
Fully crystallised trainers may certainly ,require up to 14 working days.
We take great pride in our craftsmanship and attention to detail at Crystalella, and our goal is to deliver exquisite crystal-embellished sneakers, trainers, accessories or bespoke items that reflect our commitment to quality and customer satisfaction.
During peak times such as Christmas, as we get extremely busy, please allow an extra few days for your order.
We do ensure all orders are out in time for Christmas so please do not worry.
Rest assured, tracking is available for all orders, allowing you to stay updated on the status of your shipment.
Please note that as each shoe is customised specifically for your order, we are unable to accept returns unless there is a manufacturer fault.
If you have any inquiries regarding sizing or styles, we encourage you to contact us prior to placing your order.
Changes to your order can only be accommodated within 24 hours of placing the order for full-priced items.
It’s important to note that orders placed with Klarna are considered final and cannot be cancelled.
Conditions for Returns:
Please be aware that buyers are responsible for covering the return postage costs.
Additionally, if the item is not returned in its original condition, the buyer will be responsible for any resulting loss in value.
Crystalella works only with reputable shipping carriers to ensure reliable and secure delivery of your order.
The specific carrier used may depend on factors such as the destination and the shipping method selected at checkout.
Yes, we offer expedited shipping options for customers who require faster delivery but there is an extra cost for this option.
Please contact us via email on orders@crytalella.com to discuss quicker shipping options.
Please fill out the accompanying form on this page and we’ll get back you as soon as we can.