FAQ - Frequently Asked Questions
shipping
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One product is a pre-order
If your order includes a product that is a pre-order, for environmental reasons the package will not leave our warehouse until all of the ordered products are in stock. If you would like a partial delivery, please contact our customer service.
Where is my package?
We will inform you about the expected delivery time of your order in the order overview and in your order confirmation email - however, this time may vary depending on the items selected and the shipping method.
Why hasn't my order been shipped yet?
Please allow us some time to prepare your order for shipping. We usually ship orders within 48 hours, but some orders may take a little longer.
Can I change when and how my package is delivered?
Yes, that's possible! Our shipping partners DHL and UPS always send you an email to notify you of your package. You can use this to specify your preferred delivery location, such as a parcel shop, or change the delivery day.
What happens if I am not there for the first delivery attempt?
If the courier doesn't find you, you can use the tracking to see whether your parcel has been left with a neighbour or at a branch, for example. In some cases, a new delivery attempt will be made.
My package should have arrived already!
Please check the tracking to see if the package has been left with a neighbor. If it has not been left with a neighbor and the shipping status has not changed for 5 days, please contact us - you can find our contact options here.
What shipping options are available?
We ship with DHL and UPS
Are there any costs for delivery and returns?
Delivery:
Our standard delivery to Germany and Austria is FREE from €100, otherwise €5.90.
You can find a complete overview here .
Return:
A return from Germany costs 5.90 €.
For a return label, send us an email to: mail@crystalframe.de
What can I do if I ordered to the wrong address?
You have already ordered, but the address is incorrect?
Cancellations and changes are only possible if your items are not in transit, please send us an email to: mail@crystalframe.de
If you wish to cancel, you must refuse acceptance. In this case, you will be refunded the purchase price (excluding shipping costs).
If you would like to make changes, please return the item and place a new order.
I received a damaged package
We are sorry if you received a damaged package.
Are the items ordered intact?
If only the package was damaged and you want to return something, you can simply use packaging of your choice for the return shipment.
Please understand that we cannot replace damaged shipping materials.
Is an item damaged or missing during shipping?
For this, a damage report must be submitted to DHL. Please send us photos of the packaging via mail@crystalframe.de and tell us your order number. We will then explain the next steps to you.
Which countries does Crystalframe deliver to?
We ship worldwide
Here you can find our respective shipping costs
Return & Refund
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claim
Is your item defective or damaged?
We're sorry. Please submit a complaint - write us an email to mail@crystalframe.de. We ask that you provide as much information as possible so that we can quickly examine your complaint.
How do I return an item?
- You write us an email to mail@crystalframe.de, specifying your order number and the items you want to return. The more information you give us, the faster and easier the return will be for you and of course for us too.
- You pack the items in the original packaging.
- You bring the packaged shipment to the nearest Packstation or DHL branch and then receive a receipt for your return.
- After receiving and inspecting the items, we will arrange for the invoice amount to be refunded as quickly as possible.
What shipping options are available?
We ship with DHL and UPS
How does the refund of my purchase amount work?
After checking the return, we will immediately refund the amount using the payment method you previously selected. For some payment providers, this process can take 10 working days. We ask for your understanding in this regard.
Can I return multiple orders together?
In principle, this is not a problem. However, we would like to ask you to contact our support team beforehand and coordinate this.
In the worst case scenario, complications can arise if you send several orders at the same time.
How can I cancel my purchase?
You can find all details about the cancellation policy in our cancellation policy
payment
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Why can't I select my preferred payment method (e.g. Klarna)?
Possible reasons why a payment method is not available
- The delivery and billing addresses do not match. If you want your order to be delivered to a DHL Packstation, this may also prevent payment by invoice in rare cases.
- The combination of name and address could not be found. This can be the case due to spelling mistakes, moves, marriage or rezoning.
- There is still an outstanding amount for another order - which sometimes simply means that a transfer has not yet been credited to our account or a return has not yet been posted.
- Like other platforms and shops, we use independent credit agencies to help us assess your creditworthiness. In some cases, their data may mean that you cannot pay by invoice for your order.
- In the case of a pre-order, purchase on account cannot unfortunately be offered due to deadlines.
- Unfortunately, we cannot offer Klarna as a payment method for our Swiss customers.
We reserve the right not to offer a payment method for some orders.
What can I do if my payment method is not available?
Check whether there are any outstanding orders and pay for them. If your delivery and billing addresses do not match, you can adjust them before completing the order.
Please understand that our customer service has no way of activating a payment option for you if it is not offered to you.
Nor can our service staff see why you cannot order using your preferred payment method. Here too, the protection of your data is our top priority.
We check every time we place an order to see which payment method we can offer. It is possible that your payment method will be available again for your next order.
If not all payment methods are offered to you, all of our other services and benefits are still available to you.
When will my return be refunded?
Your return will always be credited according to the payment method you chose when ordering.
When will I receive confirmation of my return?
Once we receive your return, we will inspect what you have sent back. Please allow us up to 10 working days to confirm your return.
This is how the purchase amount is credited depending on the payment method:
Credit card:
The credit will be returned to the credit card account we charged. You will be able to see the chargeback on your next credit card statement. The date of the chargeback may coincide with the date of payment.
PayPal:
The credit will be made to the PayPal account you use. You can decide for yourself at PayPal whether the amount will be deposited in your PayPal account or transferred back to your bank account.
Gift card:
The refund will be made as a credit on your originally selected gift card. The credit cannot be paid out in cash. If you have combined the gift voucher with another payment method, we will offset the voucher value against the items you keep. We will refund any amount paid above this amount in accordance with your other selected payment method.
Klarna invoice or immediate purchase:
We will forward your refund to Klarna, who will then refund it via your payment method.
How do I get a copy of my invoice?
You will receive your invoice in your order confirmation sent by email.
If you no longer have this email, please contact our support team. We will be happy to help you.
What payment methods are available?
We offer the following payment methods:
- Paypal
- Klarna purchase on account (not for orders from Switzerland.)
- Klarna Instant Purchase (Not for orders from Switzerland.)
- Credit card
- Apple Pay
- Google Pay
Order
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claim
Is your item defective or damaged?
We're sorry. Please submit a complaint - write us an email to mail@crystalframe.de. We ask that you provide as much information as possible so that we can quickly examine your complaint.
Change or cancel order
Changes or cancellations are possible until your order has been shipped. Please send us an email: mail@crystalframe.de
What can I do if I ordered to the wrong address?
You have already ordered, but the address is incorrect?
As long as your order has not yet been shipped, we can still make changes.
Please write us an email directly: mail@crystalframe.de
I received an item that I did not order
Did you receive the wrong item instead of the one you ordered? Or did you receive an additional item that you didn't order?
Please contact us by email: mail@crystalframe.de. Tell us your order number and the incorrect item. We will be happy to take care of it.
I received a damaged package
Are the items ordered intact?
If only the package was damaged and you want to return something, you can simply use packaging of your choice for the return shipment.
Please understand that we cannot replace damaged shipping materials.
Is an item damaged or missing during shipping?
Please contact us by email: mail@crystalframe.de. If you give us your order number, we can help you particularly quickly.
Why was my order cancelled?
We apologize if we cancel your order. Sometimes an item is already sold out but is still shown as available in the shop.
If an item is particularly popular, it may be sold out shortly before you complete your order. In very rare cases, our system cannot update this in time, so the order must be cancelled afterwards.
If the item is sold out, we are sorry.
Will the purchase amount be debited from me if I cancel?
Of course, you do not have to pay for items that have been cancelled. The amount will be refunded to you immediately.
Buy Crystalframe gift vouchers
Enter "Vouchers" in the search field and you will have the option to purchase gift vouchers. We will send the voucher as soon as we receive your payment.
Shop Crystalframe vouchers now
Can discount codes be combined with each other?
No. Our discounts cannot be combined with one another.
My customer account
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I did not receive the discount code for the newsletter registration
Thank you for confirming your email address.
Your voucher should already be on its way to your mailbox. Shipping can sometimes take some time. Please also check your junk/spam inbox and the advertising tab.
There are always problems with the delivery of emails, especially with T-Online and web.de mailboxes. Please try a different email address or contact our customer service:
How do I get a return label?
If you need a return label, send us an email to: mail@crystalframe.de
Please note: A return label costs 5.90€, in this case we will deduct the amount from your credit.
How do I change my password, email or name?
Would you like to change your name, password or email address?
Please contact us directly using the known contact options. We will be happy to help you adjust your data
Has your delivery address changed?
You can change the address in your customer account under Addresses for future orders.
Forgotten your password?
No problem! You can simply click on "Forgot password" and you will receive instructions on how to reset it via email.
How do I change my address?
Under Addresses in your customer account you can add or edit your delivery and billing addresses.
You have already ordered, but the address is incorrect?
If the order has not yet been packed, please contact us and let us know about the change. We will then try to implement it.
For this purpose we submit a request to our logistics team.
Unfortunately, we cannot guarantee that the change can still be made.
In case your order does not arrive, please contact us directly and we will be happy to send it again.
How can I delete my customer account?
If you would like to delete your customer account, please contact us directly with your request.
Please note that we cannot delete your account until
- all outstanding amounts have been settled
you have received all refunds due from us
there is no credit left in your customer account from the redemption of a gift voucher
none of your orders are in transit anymore
If any of the above requirements are not met, we will not be able to delete your account immediately. In this case, we ask you to first resolve any outstanding issues if possible. We ask for your patience with regard to pending refunds and orders in transit.