Frequently Asked Questions (FAQ)
Last Updated: 18/04/2025
Welcome to the Crystiel FAQ section. Here, you’ll find answers to common questions about our products, shipping, returns, payments, and more. If you have additional queries, feel free to contact us at support@crystiel.com.
What products does Crystiel offer?
We specialize in premium-quality shoes for all occasions. Our collection includes stylish heels, casual sneakers, formal shoes, sandals, and more, ensuring that you find the perfect footwear for every season and occasion.
How long will it take to receive my order?
Delivery times vary depending on your location and the shipping method you choose:
Standard Shipping (Domestic): 7–12 business days
Expedited Shipping: 3–5 business days
International Shipping: 10–20 business days
Orders are processed within 1–3 business days. You’ll receive a tracking number once your order has shipped, so you can easily monitor its progress.
What payment methods do you accept?
We accept the following payment methods:
Visa (Credit & Debit)
MasterCard (Credit & Debit)
American Express
PayPal
Apple Pay
Google Pay
All payments are securely processed through PCI-compliant gateways to ensure your information is protected.
Can I cancel my order?
You can cancel your order as long as it has not been shipped. If you wish to cancel, please contact us at support@crystiel.com immediately with your order details. Once your order is dispatched, cancellations are no longer possible. However, you can initiate a return after receiving the product by following our Return & Refund Policy.
What is your return & refund policy?
We accept returns within 30 days from the delivery date for unused and undamaged products in their original packaging. Unfortunately, items that are personalized or marked as Final Sale are not eligible for returns.
Refunds will be processed within 10 business days once the returned item passes our inspection. For more details, please refer to our Return & Refund Policy.
What if I order the wrong product?
If you accidentally order the wrong product, contact us immediately at support@crystiel.com or call +1 (210) 279-3127. If the order hasn’t been shipped, we will correct the order for you.
If the order has already been dispatched, you can return the product within 30 days of delivery. The product must be unused, in its original packaging, and meet our Return Policy. Please note that you will be responsible for return shipping costs unless the mistake was made by Crystiel.
What if my order arrives damaged?
If your order arrives damaged, please inspect the package immediately. If the damage is visible, reject the delivery and notify the courier. If you notice damage after opening the package, contact us within 48 hours at support@crystiel.com.
Provide your order number, a description of the damage, and photos of both the product and packaging. Depending on the situation, we will either offer a replacement, a refund, or store credit. We will also provide a prepaid shipping label to return the damaged item if necessary.
How do I track my order?
Once your order has shipped, you will receive an email with a tracking number. Use this number to monitor the status of your shipment through the courier’s website. If you encounter any issues, feel free to reach out to our customer support team for assistance.
What should I do if I entered the wrong shipping address?
If you realize that you’ve entered an incorrect shipping address, contact us immediately at support@crystiel.com. If the order has not yet been dispatched, we will update the address for you.
For orders already in transit, we may not be able to change the address. If the package is returned to us, you will be responsible for the cost of re-shipping the item.
How do I contact customer support?
Our customer support team is available to assist you with any inquiries or concerns. You can reach us through:
Email: support@crystiel.com
Phone: +1 (210) 279-3127
Live Chat: Available 24/7 on our website
Contact Information
Business Name: Crystiel
Chat Support: 24/7
Business Hours: 9:00 AM to 4:00 PM (Monday to Friday)
Business Contact: +1 (210) 279-3127
Business Mail: support@crystiel.com
Business Address: 3204 Fallen Stone, Schertz TX 78154, United States