FAQs
What payment methods do you accept?
At present, we accept payments exclusively through PayPal. However, we are actively working on integrating additional payment methods, including various credit and debit cards. These options will be available soon. Thank you for your patience and understanding.
Are these real natural crystals?
✅ Yes, all of our products are made from natural materials and are certified by third-party laboratories. We never sell man-made items, imitations, or any products that violate proper treatment standards.
We also guarantee authenticity — if a crystal is found to be fake, we will compensate double.
Every review on our website is genuine, and our crystals enjoy a repeat purchase rate of 60%. You are welcome to ask our returning customers about their experience and the authenticity of our crystals.
Our loyal customers stand by us.
What are your shipping rules?
We provide worldwide free shipping on all orders over $79 to ensure that our customers don't have to worry about extra fees when purchasing items.
How can I track my order?
Please track your order on this website: https://t.17track.net/ or within our shop web.
Once your order has been shipped, you will receive a tracking number via email which you can use on the site to monitor your order's journey to you.
When will my package be delivered?
Orders ready within 2 business days
United States:
- Standard Shipping: 6-13 business days
- Premium Shipping: 5-8 business days
- Free shipping on orders over $79.
Australia:
- Standard Shipping: 6-14 business days
United Kingdom:
- Standard Shipping: 7-10 calendar days
- Premium Shipping: 5-7 business days
Other Countries:
Shipping costs will be calculated at the checkout page.
You can refer to our Shipping Policy for more details.
What if my item arrives damaged?
If the issue is caused by our handling error, we will provide a free replacement or offer compensation of up to 100%, depending on the severity.
Please contact us for assistance within 30 days of receiving your item at info@vellcrystal.com.
We will respond with a satisfactory reply within 24 hours.
Can I return or exchange an item?
We offer a 30-day return policy for items that are unused and in their original condition.
If you are not satisfied with your purchase, please contact us at info@vellcrystal.com to start the return process.
Unfortunately, we cannot offer exchanges at this time.
How can I contact customer service?
Our customer service team is available to assist you with any questions or concerns you may have.
You can reach us via email at info@vellcrystal.com, Our operating hours are Monday-Friday, 9am-5pm，Beijing Time。
Why does my product look slightly different from the pictures on your website?
Crystal Variation: While we do our best to accurately represent our crystals in images, please keep in mind that each crystal is unique, and there may be some variation in color, shape, and size.
This is a natural occurrence with any gemstone product and is not considered a flaw.
We believe that this adds to the beauty and uniqueness of our crystals, making each piece a one-of-a-kind work of nature's art.