Shipping & Returns

Custom-Made Products (Important Notice)

Every crystal we create is custom-made based on your photo and text. Because each piece is uniquely produced and cannot be resold, custom-made products are generally not eligible for return, exchange, or cancellation due to change of mind once production has started.

This follows Article 17(3) of the Korea Electronic Commerce Act, which allows restrictions on returns for goods produced according to a customer’s individual specifications.

That said, we always want you to be happy with your crystal. If you are unsatisfied for any reason, please reach out to us — while we cannot guarantee returns or remakes in every case, we will always review your situation and do our best to help where reasonably possible.

Defective, Damaged, or Incorrect Products

If your crystal arrives broken, defective, or materially different from the order details:

  • We will replace it at no cost, including shipping.

  • Please notify us within 7 days of receiving your order and include a photo of the issue.

A product is considered defective or incorrect if:

  • it arrives broken

  • it contains engraving errors not caused by the uploaded photo

  • it does not match the specifications shown at the time of order

These cases are fully covered under Korean consumer protection laws.

Exceptional Cases

Although custom items are normally not returnable, we understand that sometimes things don’t turn out as expected.

If you contact us about an issue that does not fall under defect or damage, we may — at our discretion — offer:

  • a remake

  • a discounted replacement

  • or another reasonable solution

Approval of such exceptions is not guaranteed, but we will always review your situation in good faith.

This gives you flexibility without creating a legally enforceable promise.

Cases Where Returns Cannot Be Accepted

In accordance with consumer law, we cannot accept returns when:

  1. The request is due to change-of-mind on a custom-made item

  2. The issue originates from the customer’s photo (e.g., blur, low resolution, cropping)

  3. The product was damaged through use after delivery

  4. The product is missing parts due to customer handling

  5. The request is made outside the allowed notification period

Accidental Damage After Delivery

If your crystal is damaged after delivery (e.g., dropped), this is not covered under consumer protection laws.
However, we offer discounted remake options once you provide a photo of the damaged product. We want to help soften the sting of unexpected accidents.

Refund & Processing Timeline

If a return or refund is approved:

  • Refunds are issued within 3 business days of receiving the returned product or confirming eligibility.

  • Refunds are processed to the original payment method.

Return Shipping Costs

  • For defective or incorrect items: We cover all return shipping costs.

  • For any other cases approved as exceptions: Return shipping requirements will be explained individually.

Production & Shipping

Orders typically ship within 2–3 business days, excluding weekends and holidays, from our facility in Seoul, Korea.

Incorrect Shipping Address

If needed, you may correct your shipping address from your order status page before your order ships. Once shipped, the address cannot be changed.

Contact Information

If you have any concerns, questions, or issues, please contact us through our Contact Us page.
We respond promptly in accordance with Korean consumer protection guidelines and always aim to provide a fair and friendly resolution.