What courier do you use for deliveries?
We use DHL Express and UPS to send most of our orders.
How long does it take for home delivery?
We currently offer 2 types of delivery service : standard delivery in approximately 10-15 working days; Expedited delivery in 5-7 working days.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘Out of area’. There is an additional charge for these also. You can find a list of all [oversized items here] You can find a list of all
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a no reply email address. To ensure emails reach you, add the domain firstname.lastname@example.org to your safe senders list.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Why can’t I select next day delivery?
We can only offer next day on goods we have in stock at our dispatch depot.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit: https://www.dhl.com/en/express/tracking.shtml for International orders shipped via DHL. https://www.ups.com/track?loc=en_US&requester=ST/ for all orders shipped by UPS. Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Do you deliver to PO Box adresses?
No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.
Do I have to pay Customs & import charges if I live outside of the India?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.
I'm new, how do I order?
At Real Crystal we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly you need to search the items you want.
Our comprehensive catalogue system will look for desired items according to your keyword.
Use the Search or the menus to navigate to the item you need. Once you have found a desired item, just click Add to Cart button.
Once you have selected your desired items simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept the following credit cards on www.realcrystal.net, Mastercard and VISA. We also accept Paypal payments.
What currencies can I use?
We process all orders in USD. While the content of the cart is displayed in several currencies, you will checkout using USD at the most current exchange rate.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Can I use a different payment method?
Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
How can I find the desired product?
You can use the search bar on the homepage. Just right the stone name or the product you want, it will shows in the search bar.
Can I get more information on a product?
You can find the desired information on the product page in the description section. If you want more additional details or have any doubt regarding the information you can mail our support team on email@example.com
A product is not listed online so can you create custom order for me?
Yes. We offers custom orders too.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is in stock. For updates please subscribe to our newsletter.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.
Where is my order?
Most of our deliveries are sent via Dhl Express and UPS. We will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account
Where do I find the contact details?
You can find contact details in the contact page. This is located at the top right of every page on our website.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please contact us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why does my order state available, and then find out I have to wait extra days for delivery?
We sell some item we do not stock, but available to order. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).
Why am I missing an item in my delivery?
We ship from our partnered warehouses & factories located in US & India. So, please expect your items to be shipped separately (if you order more than one item).
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please Click Here.
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
What do I do if I have received a damaged item?
At Real Crystal we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to firstname.lastname@example.org. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on email@example.com