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When am I going to receive my order?
Order dispatched in 24 hours (excluding weekends and public holidays).
Delivery times depend on your location and the shipping option selected at checkout.
Within the U.S.:
- Standard Shipping: 3 to 5 business days (free)
- Premium Express: 2 to 3 business days
International:
- Free International Shipping: 4 to 21 business days
Timeframes are estimates and expressed in business days. Tracking details will be provided once your order is shipped.
How can I exchange or return an item?
If you’d like to request an exchange, please contact our Customer Service team. We’ll help confirm the correct crystal size or photo version and guide you through the process. The return terms are the same as listed below.
In the case of a return, you have 30 days to exercise your right to return the product. Our refund policy states that return shipping is free of charge. The product must be returned in perfect condition, without damage to the crystal or packaging. A return label will be sent to you by email after contacting Customer Service.
Once we receive your return, we will either ship a new crystal to the original delivery address or issue a refund using the same payment method used in your original order — unless you request another option.
What if I uploaded the wrong photo?
If your order hasn’t gone into production yet (usually within 1–3 hours), we can fix it. Contact us immediately to make changes.
What kind of photo works best for a 3D crystal?
We recommend high-resolution photos with clear faces and good lighting. Solo or duo portraits (pets or people) work best. Group shots may appear less detailed in 3D.