Refund policy

Because every Crystalized in Time keepsake is custom-made with your photo, we can't accept returns of personalized items for change of mind. Light bases and display stands aren't personalized, so they can be returned or exchanged (see below). And if any order arrives damaged, defective or incorrect, we'll make it right.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If anything is wrong, contact us at help@crystalizedintime.com within 14 days of delivery and include photos of the item and its packaging.

In most cases we'll send a replacement at no cost to you. If a replacement isn't possible, we'll issue a refund.

Because you approve your design before engraving, we can't replace items for issues visible in the approved proof, such as photo quality or spelling.

Light bases and display stands

Changed your mind, or need a different size? Unused light bases and display stands can be returned or exchanged within 14 days of delivery.

  • Items must be unused and in their original packaging, with the USB cable and all accessories included.
  • Return shipping is the customer's responsibility, and original shipping charges aren't refundable.
  • Prefer a different base? We're happy to exchange it for one that better fits your crystal. You'll pay or receive any difference in price.
  • Damaged or defective bases are covered under the section above, at no cost to you.

Personalized crystals, ornaments, keychains and jewelry can't be returned for change of mind.

How returns work

  1. Email us with your order number and photos of the issue.
  2. We'll review your request and reply with next steps.
  3. If we need the item back, we'll send you return instructions. For damaged, defective or incorrect items, we'll include a prepaid return shipping label.

Items sent back without an approved return request will not be accepted.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card company may need a few extra days to post it.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at help@crystalizedintime.com.

Gift cards

Gift cards can't be returned or refunded.

Questions?

We're always happy to help. Reach us anytime at help@crystalizedintime.com.