Refund policy

COVID-19 Update

In order to protect our employees and our customers from any additional risk, we are currently not accepting returns of any merchandise until further notice. 

 

Return Time Frame

We accept returns/exchange requests within 15 days of delivery. Missing items, wrong items, or defects MUST be reported within 5 days of delivery.

Condition

A. If You Simply Changed Mind...

You may return an item if you no longer want/need it for any reasons, as long as it is within the return period and meet the following conditions:

The item(s) must remain new, unworn/unused condition, no missing parts, and with original packaging/tags (if any). If an item has an attached tag stating "Not Returnable If Removed/Altered", please try on the item with the tag still attached. Removal of the tag indicates that you are satisfied with the item after it is fully inspected, and going to use/wear it. We do not credit or exchange for an item that is returned without the original tag still attached, or the original tag has been altered.

For refund of approved returns, we will issue you an immediate refund of the value of your returned goods minus a 15% re-stocking fee upon receiving the returned item(s). The shipping related fee (shipping, insurance, signature confirmation) will not be returned. We do not pay for the return shipping cost.

A 20%-35% restocking fee will be applied to any items that show signs of wear or use but can be reconditioned, including residue of hair spray or other hair products, make-up products, food/drinks, or missing rhinestones (up to 3).

No returns for item that has missing parts or blemishes, damages from wearing/use, and cannot be repaired or reconditioned. If an item in such condition is returned, no refund will be made, and photographs will be taken as proofs.

B. Unclaimed/Refused Package Returns

If a package is refused due to an address problem, we will try to contact the customer to confirm the address, and we may ship it out one more time with the ground shipping method at our cost. If a customer chooses to cancel, we will issue a refund less shipping-related cost (actual cost or shipping fee paid for the order, whichever is higher), and a 10% restocking fee.

If a package is returned to us by the carrier as unclaimed - mostly due to the customer was unavailable for signature at the time of delivery, and didn't schedule re-delivery or pick-up within a certain time frame: per the customer's request, we can ship the package out one more time with ground shipping. However, we can only ship to the same address, and if the package required a signature, it would still require one on delivery the second time. The customer may choose to cancel this order. We will issue a refund less shipping-related cost (actual cost or shipping fee paid for the order, whichever is higher), and a 10% restocking fee.

C. Price Match

We do NOT price match - neither with other merchants nor with other marketplaces that Crystalmood sells at, including sales and promotions. If the reason for return is a price difference, the return is processed according to section A above. 

D. Damaged/Defective Items

All items are carefully inspected and wrapped with utmost care to ensure safe delivery. If you found the item is damaged during shipping, you may request for refund or replacement. Please submit a ticket to describe the damage. One or more photos of the damaged items are highly recommended - it can speed up the return process greatly. If we require the item to be sent back, we highly recommend that you choose shipping options that allow you to track the package (such as delivery confirmation). We will NOT be responsible for the lost shipment of returned items and will NOT process for your refund/replacement until we receive the return.

The followings are not considered defects:
- Color, grain, or pattern variation of natural material
- Small flaws, blemishes on the natural material that does not compromise the function and overall appearance
- Minor marks on handmade products

Damage caused by improper use will not be accepted for return/replacement. Please read the item description before purchase about what material the item is made of and how it should be used/cared for. For example, use some hair sticks to form updos as tools, instead of as decoration while we have instructed not to do so; make wood combs crack due to expose them to temperature/moisture change.

E. Exchange

For the exchange request regarding product defects, we will exchange for you with the same product only. If the item is no longer in stock, you may request a direct refund. Exchange requests made to products without defects are considered return and re-purchase. We will process your refund according to our return policy.

Wrong Item

If you have received an item that is different than what you ordered, please contact us and let us know what you have received in error. If you do not know the name or SKU of the item you received, you can send a photo. We will send you a prepaid shipping label with tracking via email to send the wrong item back, and ship the correct item once the tracking shows that the return has entered the mail stream. If the item is no longer in stock, we will process the refund for you once upon receiving the return. We cannot ship the replacement if the wrong item is not sent back.

If you are unable to print labels, please let us know in your ticket. We will give you instructions on how to return the item. For returns sent back with your own label, we will ship the replacement upon receiving the return.

If you need the replacement fast, we can send you a code that you may use to purchase the item immediately at the same cost you paid before, and with free shipping. We will ship your re-order, and give you a full refund of the returned item upon its arrival.

Return Shipping

The customer will be responsible for shipping their items back to us for refund or exchange, even for defective or damaged products, because we do not manufacture the products. However, we will replace the item and ship the replacement to you at no charge. We will NOT be responsible for the lost shipment of returned items. And if the returned item is damaged during shipping, we will NOT exchange or refund and email you the photo of the damaged item as proof. It's highly recommended that you insure your package or choose shipping options that allow you to track the package. Please contact us first about returns so that we can expect your returned items.

If you received the wrong item(s), we will send you pre-paid shipping label if we require the item(s) to be sent back.

Lost Packages & Missing Items

Although packages usually arrive within USPS estimated transition time, we noticed there were certainly some delays that occurred occasionally in the past. We are sorry if it occurred but we do not have control over those situations.

If you believe your package is lost, you may contact us for a refund. Please note: for domestic packages, there is a 20-day waiting period after the shipping date before you may file a refund request for "non-delivery" orders. Your shipping cost will be refunded if the online tracking indicates that the package has not been delivered 20 days after the shipping.

If, according to the online tracking status, the package has been delivered, we will not be responsible if you claim you haven't received the package or someone else might have taken your box.

If one or more items are missing from a domestic order (package itself is intact), we will ship the missing items at our cost, if they are available. For out-of-stock items, we will issue a refund. 

Refund Amount

If any of the items involved in the promotions were returned, the discount previously applied to the order will be subtracted from the return credit.

If your order was over $50 and shipped via free shipping, but the actual order total is less than $50 after the return, the standard $4.99 shipping charge will be deducted from the refund as well.

Shipping charges can only be refunded if the package is lost.

How To Return

To return an item, first, contact us and provide us with the order# and include the following:
- The item(s) you'd like to return;
- The reason for the return of each item (if not all the same)
We will then reply with instructions about your return and start the process.