FAQ

ORDERS

When your order has been dispatched from our fulfilment centre, you will receive an email with the tracking number and a link to track your parcel.

Once your order has been dispatched, you will not be able to cancel it. If you have purchased the incorrect item, you may choose to return it for a Store Credit or Refund. 

Please track your order online; Auspost may leave parcels in a secure location or deliver it to your nearest post office for collection. Please email us with your order number if you require further assistance.

Please keep in mind that we cannot give refunds for orders that are in route. In accordance with our Terms and Conditions, customers may be expected to wait up to 30 days for orders to arrive before receiving a resolution.

Please contact one of our friendly customer service team together with your order number.

Krystal Couture sells all of their jewellery in their own brand packaging, which is either a soft velvet pouch, an eco-friendly aluminium tin jar, or cardboard cartons.

Please contact us with your order number and a visual image or video of the problem you’ve encountered.

We generally ship within two business days, with the exception of busy periods, when it may be delayed by up to two days.

Most orders are dispatched from NSW.

NSW deliveries:
Express Post:
– Most items are arriving within 1 business day. Some items may take 2 business days to arrive.

Parcel Post:
– Most items are arriving within 2 business days. Some items may take 4 business days to arrive.

Interstate deliveries:
Express Post:
– Most items are arriving within 2 business days. Some items may take 3 business days to arrive.

Parcel Post:
– Most items are arriving within 4 business days. Some items may take 7 business days to arrive.

Deliveries due today and tomorrow may be delayed by 1-2 days due to weather conditions impacting air services. This affects Express Post and Premium Post deliveries to Melbourne, Sydney, Brisbane, Adelaide and Far North Queensland.

For more info, please check updates from Australia Post:

https://auspost.com.au/service-updates/current-updates

International deliveries take up to 3 to 20 business days depending on location.

SHIPPING

We offer free shipping within Australia and flat rate $10 with free shipping on purchase $99 or above for anywhere in the world.

RETURNS & EXCHANGES

30 DAYS MONEY BACK GUARANTEE

If you are not satisfied with your purchase for whatever reason, you have up to 30 days to return it to us for a refund or store credit.

Please note the conditions for returns:

1. All return shipping charges must be paid by the customer.   
2. Items returned without authorisation will not be accepted.
3. The time frame for return & exchange must not exceed 30 days from when the original order was placed.
4. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
5. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
6. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
7. Due to reasons pertaining to hygiene, earrings cannot be returned.

Any breakage, damage or gradual degradation of the jewellery due to normal wear, is not covered by this guarantee.

Once you’ve read and agreed to the return policy, please contact us via hello@krystalcouture.com.au with your order number in the subject for reference.

EXPERT ADVICE

Follow our guide and take care of your jewellery with confidence.

– Avoid spraying on perfume directly on your jewellery.
– We recommend removing your jewellery before stepping in to the shower.
– Lotions & creams may contain acidic ingredients that react with your pieces.
– Store your jewellery pieces in a cool, dry place in a box or pouch.
– Avoid swimming with your pieces as chlorine & sea water will react with the metals.
– Remove your pieces before going to bed to avoid any accidents that may cause damage to the
– Fine fashion jewellery is often packaged in separate plastic bags to protect them from scratching during transit.