Frequently Asked Questions
We’re always happy to answer any questions you might have about Chystara! We’ve shared the answers to all of our frequently asked questions below but if your question isn’t answered here, please feel free to contact us using the email provided below.
About Jewelry
How do I care for my jewellery?
All jewellery is delicate, so please handle it with care.
Store your jewellery in the gift box and zip lock bag it arrives in. This will protect it against damage, moisture and UV rays (which can affect certain crystals).
To keep your jewellery looking its best please do not get your jewellery wet if you have a transparent or translucent crystal. Avoid wearing with creams and perfumes and always take off before showering. Jewellery can be cleaned by gently polishing with a dry cloth.
Jewellery care instructions are also included in the box.
Can I get my jewellery wet?
Yes, your jewelry can get wet and and it won’t ruin it. However, we do recommend removing before swimming and showering. Because Soap residue, dirt, and water may accumulate in the crevices between the crystals and metal wiring—this may be visible if you have transparent or semi-transparent crystals.After contact with water, please gently polish your jewelry with the included silver-cleaning cloth to remove any natural tarnish that may form on the metal.
Are your bracelets adjustable?
Yes，Most of our bracelets are designed with adjustable elastic cords. Specific information can also be found on the product’s description page.
Why does the crystal I received look different from the product photos?
All crystals/gemstones we use are naturally formed, making each piece unique. However, we guarantee that the stones in your bracelet will be of the same quality as those shown in the product photos.
Does a flaw in the bracelet count as a quality issue?
We meticulously inspect every piece before shipment. Please refer to our Crystal Characteristics Guide – the minor flaws shown there are natural traits of genuine crystals, not quality defects. These imperfections actually verify the authenticity of our natural crystals. If you’re a perfectionist, we kindly advise thoughtful consideration before ordering.
Is your bracelets hypoallergenic?
Yes, crystals and stones generally do not cause allergies. The metal accessories we use (such as 18k gold plating, sterling silver, stainless steel, and copper,etc) are all hypoallergenic. If you have specific allergens, you can check the metal material description on the product page to avoid them.
What metals do you make your designs in?
The metals used in our designs include 18k gold plating, sterling silver, stainless steel, and copper, among others. For specific details, please refer to each product’s description page, where the metal composition of every jewelry piece is clearly stated.
Can you tell me about the different metals?
- 18K Gold Plating: Hypoallergenic. An advanced plating technique creates a fade-resistant gold layer that retains its brilliance with proper care. The thickened 18K gold coating is bonded to the base metal for long-lasting wear. Avoid prolonged water exposure and harsh chemicals to maintain optimal color.
- Sterling Silver: Hypoallergenic. Classic 92.5% pure silver alloyed with copper for durability. Naturally tarnish-resistant and easy to polish back to shine. May develop a patina over time; store away from humidity.
- Thai / Zang Silver: Skin-friendly. Handcrafted silver with intentional oxidation for rustic charm. The darkened finish is permanent and requires no polishing. Color may transfer slightly when new; this stabilizes after initial wears.
- Stainless Steel: Hypoallergenic. Surgical-grade steel that never tarnishes or reacts with water. Ideal for active lifestyles. Limited design flexibility due to hardness.
- Copper: Natural antimicrobial. Warm-toned metal that develops a unique patina over time. May temporarily tint skin (harmless); polish regularly to maintain shine.
Are your crystals ethically sourced?
Environment and ethics are also important to us too and we do our best to ask questions from our suppliers before working with them. There is currently no international certification scheme when it comes to crystal mining however (like there is with diamonds) so we can’t tell you that they are ethically sourced as there is no way of knowing for sure. The truth is no one can truely claim their crystals are ethically sourced unless they mine their own crystals from their own mines. If you do wish to buy from a store that claims to have ethically sourced crystals please ensure that they are able to provide you with the evidence of this and have had their claims verified by a third party who has audited all stages of the mining and labour process, otherwise you can’t guarantee their claims are true. We are currently working towards doing this with our own suppliers.
Is your jewellery suitable for children/babies?
We do not recommend using any of our jewellery for small children or babies as our designs are made using small parts.
Custom Requests
Can you make me a custom piece?
We sincerely apologize that, although our bracelets are handcrafted, custom designs are currently unavailable. However, please feel free to contact us if you’re interested in bulk orders—we’d be happy to discuss further!
Can you make the bracelet perfect size for me?
Yes, If your favorite bracelet isn’t available in your size, we’d be happy to customize it for you! Please note: enlarging the bracelet may incur additional costs, while size reductions are free of charge. Any removed extra beads/components will be included in your package.
Shipping
Do you offer free shipping?
Yes! We currently offer free shipping to selected countries.
Click to view the list and detailed terms↗.
Discount is automatically applied at checkout.
How long will my item take to ship?
All orders are sent out within 1-2 business days.Please check our shipping information page for the most accurate shipping times.
How do I track my order?
All parcels are tracked. You’ll receive tracking information via email once your order has dispatched. You can also track your order in order tracking page↗.
Will I get charged customs and import taxes?
Our prices include normal taxes and import fees. Sometimes, governments add new taxes or import fees suddenly. If this happens, we may:
Ask you to pay extra, OR
Cancel your order and refund all money
You are responsible for paying any actual fees required by your country. We promise to clearly explain any changes before asking for payment.
How is my order packaged?
Each piece will be individually packaged in a reusable Chrystara-branded jewelry box or pouch, complete with care instructions. The item is then secured in recycled paper padding, and the entire package is sealed in a waterproof shipping bag to protect against harsh weather conditions.
Returns & exchanges
What is the return policy?
You can view the returns policy here↗.
How do I make a return?
If you’d like to make a return please use our returns portal↗ to make a return request. You’ll just need your email address and order number.
If I return my jewellery will I get a refund back to my card or store credit?
Once your return request is approved, your refund will be issued to the original payment method. Store credit refunds may be added as an optional option in the future.
Do you offer exchanges for a different size/gemstone?
Yes we do! Please visit our returns portal↗ to make a exchange request.We always recommend taking accurate measurements before purchasing to avoid unnecessary return shipping costs.