Can I return my item(s)?
We offer a 30-day returns policy. Please contact us within 30 days of receiving your item(s) with your order number, a brief explanation of why you are returning the goods. Please note we cannot refund or exchange earrings due to hygiene reasons. This policy is there for the protection and health of our customers. Please read our product description carefully before purchasing. Custom-made items are also not refundable. However, we are able to refund such items if it is faulty or damaged upon arrival. We do not refund shipping fees for returns.
Can I exchange my items?
We offer a 30-day exchange policy. Please contact us within 30 days of receiving your item(s) with your order number and the colour/size you would like to exchange for. We will then give you an appropriate shipping address. We do not refund shipping fees for exchanges.
How do I post my return/exchange?
Please contact us and we will provide you with a returns form. Keep your proof of postage when you send the parcel in case it gets lost in transit. We recommend you choose a tracked service.
Note for international customers: Please mark the parcel as 'returned goods' with a value of £0 otherwise we are unable to accept the parcel.
Parcels will be processed between 1-5 working days of receiving the return/exchange. Please email us if you have not received a notification after the processing time with proof of postage to ensure a swift exchange or refund.
Wear & tear / Metal allergy & sensitivity.
Here at Krystal Haus we take our products very seriously. We test all our items to ensure that our materials to ensure longevity. That being said, all plated jewellery including sterling silver will tarnish overtime. To extend the life of the jewellery, it's definitely best to give them occasional breaks and to keep them away from any moisture; this includes sweat, lotion, sunblock and perfumes. Please do not wear your jewellery in the shower or when washing your hands. It is very important to keep your jewellery away from chemicals / hand creams. Place them in their box to prevent oxidisation. All fashion jewellery will experience normal wear and tear over time. Before purchasing, please read Jewellery Care for more information.
IMPORTANT: If you have highly sensitive skin, we advise caution to wearing any kind of metals on their skin for prolonged periods. If you are aware that you have sensitive skin and are prone to reactions or have had green skin tarnishing before we advise you not to purchase fashion jewellery and we take no responsibility or liability for any reactions that may take place; It is the responsibility of the customer to ensure all precautions are taken as we are unable to know each individual's allergies and sensitivities.
All gold plated rings will have traces of copper as this contributes to the colour (Yellow Gold and Rose Gold). Some of our jewellery are copper based. The metal composition will be stated in the product page, please read it carefully before purchasing.
If your hands are high in acidity, you may experience some oxidisation (slight greening). This could also be due to the chemicals present in handcreams which can react with your jewellery. This is common with even the finest jewellery. If this is the case for you, you may wish to go for our Sterling Silver or Solid Gold jewellery. Alternatively, you can prevent oxidisation by adding a layer of clear nail varnish or polymer coating inside the ring. Please read our Jewellery Care guide for more information.
If you have any questions regarding any of our materials please contact us before purchasing and we would love to help.
Will KH jewellery turn my finger green?
This entirely depends on each individual. Please read our Jewellery Care guide to find out why your fingers could turn green and what you can do to prevent it.
How do I contact Krystal Haus?
Please email us at firstname.lastname@example.org. A customer service rep will contact you within 48 working hours.