Refund policy
We want you to love your Crystal Waters merch. Please review the policy below before placing your order.
Most items in the Crystal Waters shop are produced on demand, which means each item is made specifically after your order is placed. Because of this, we are unable to accept returns or exchanges for buyer’s remorse, incorrect size selection, or change-of-mind purchases.
Please double-check product details, size charts, shipping information, and your order confirmation before completing your purchase.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, misprinted, or you receive the wrong item, please contact us as soon as possible at shop@iamcrystalwaters.com.
To help us resolve the issue quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos of the item, packaging, and any visible damage or defect
Please inspect your order upon delivery and contact us within 7 days of receiving your item for damaged, defective, misprinted, or incorrect items. This helps us review the issue with our fulfillment partners and make it right.
If your claim is approved, we may offer a replacement, store credit, or refund depending on the issue.
Returns
Because our merch is made to order, we generally do not accept standard returns. Items sent back without first contacting us will not be accepted.
If an exception is approved, the item must be in the same condition that you received it: unworn, unused, with tags if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.
To request assistance, contact us at shop@iamcrystalwaters.com.
Please do not send items back to the manufacturer, fulfillment partner, or any return address unless we provide specific instructions.
Exchanges
We are not able to guarantee exchanges for size, color, or style changes once an order has been produced. If you ordered the wrong size or item, the fastest way to get what you want is to place a new order.
If the wrong item was sent due to a fulfillment error, please contact us at shop@iamcrystalwaters.com and we’ll help resolve it.
Order Changes & Cancellations
Because items are made to order, we may not be able to change or cancel an order once it has entered production. Please contact us immediately at shop@iamcrystalwaters.com if you notice an issue with your order.
Lost Packages
If your package appears to be lost in transit, please contact us at shop@iamcrystalwaters.com with your order number and tracking information. We’ll review the issue and work with our fulfillment and shipping partners where possible.
Sale Items & Gift Cards
Sale items, limited-edition items, and gift cards are final sale and cannot be returned or refunded unless they arrive damaged, defective, or incorrect.
European Union 14-Day Cooling-Off Period
If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification, subject to applicable law.
As above, the item must be in the same condition that you received it: unworn, unused, with tags if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
If a refund is approved, we’ll notify you after reviewing your request. Approved refunds will be issued to your original payment method.
Please remember it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at shop@iamcrystalwaters.com.