FAQs
Frequently Asked Questions
Find quick answers to common questions about Nova Crystals orders, natural crystal jewelry, bracelet sizing, shipping, returns, gifting, and product care.
If you can’t find what you’re looking for, please contact our customer support team at support@nova-crystals.com.
About Nova Crystals
Q: Is Nova Crystals a real company?
A: Yes. Nova Crystals is operated by NOVA CRYSTALS LIMITED, a UK-registered company.
We serve customers in the United States and provide customer support via email for order updates, shipping, returns, and product inquiries.
Q:How can I contact customer service?
A: You can reach us at support@nova-crystals.com.
To help us assist you faster, please include your order number and the email used at checkout.
Q:Do you offer phone support?
A: Currently, we provide customer support via email only.
This allows us to keep clear records of your order and respond more accurately.
Materials & Quality
Q:Are your crystals real?
A: Yes. We use genuine natural crystals and stones in all of our jewelry.
We do not use plastic or imitation crystal beads.
Q:Will my item look exactly like the photo?
A: Each piece is slightly unique.
Because natural crystals vary, small differences in color, texture, pattern, and internal structure are normal and make every piece one of a kind.
Q:Are natural variations considered defects?
A: No. Natural variations are a normal characteristic of genuine crystals and are not considered defects.
Q: Are metal parts real silver?
A: Some designs may include sterling silver, while others may use alloy, gold-tone, or decorative metal accents.
Please refer to each product page for specific material details.
Sizing & Fit
Q: How do I choose the right bracelet size?
A: Please refer to the size options listed on each product page.
If you need help, feel free to contact us at support@nova-crystals.com before placing your order.
Q: Are your bracelets stretchy?
A: Yes. Most of our crystal bracelets are made with durable stretch cord for a comfortable fit.
Q: What if my bracelet doesn’t fit?
A: Please contact our support team. We can assist with sizing guidance, exchanges, or other available solutions depending on your order.
Shipping & Delivery (USA)
Q: Do you ship to the United States?
A: Yes. We currently ship only to the United States.
Q: How long does delivery take?
A: Estimated delivery time is:
- United States: 7–12 business days (after processing)
Please note that delivery times are estimates and may vary due to carrier delays, weather conditions, or peak periods.
Q: How long is order processing?
A: Orders are typically processed within 1–3 business days before shipment.
Q: Do you provide tracking?
A: Yes. Every order includes a tracking number, which will be emailed to you once your order has shipped.
Tracking updates may take up to 48 hours to appear.
Q: My tracking hasn’t updated. What should I do?
A: If your tracking has not updated within 5 business days, please contact us and we will investigate for you.
Gifting
Q: Is packaging gift-ready?
A: Yes. Many of our orders are prepared in gift-ready packaging, making them suitable for gifting.
Q: Do you include invoices or prices in the package?
A: No. We do not include pricing information inside the package.
Q: Can I include a gift message?
A: If you would like to include a note, please contact us after placing your order and we will do our best to assist.
Returns & Refunds
Q: What is your return policy?
A: We accept returns for damaged or defective items within 7 days of delivery.
Please contact us before returning any item so we can provide instructions.
Q: Do you accept returns for change of mind?
A: We do not accept returns or exchanges for non-quality reasons such as change of mind or personal preference.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is damaged or incorrect.
Q: How long do refunds take?
A: Approved refunds are processed within 5–7 business days after inspection and are returned to your original payment method.
Q: What if I receive a damaged item?
A: Please contact us within 7 days of delivery with your order number and clear photos of the issue. We will arrange a replacement or refund where applicable.
Care Instructions
Q: How should I care for my crystal jewelry?
A: To maintain your jewelry:
- Avoid water, perfume, and chemicals
- Store in a dry place or jewelry pouch
- Clean gently with a soft cloth
- Avoid strong pulling or impact
Q: Can crystal bracelets break?
A: Like all natural stone jewelry, crystal bracelets should be handled with care. Avoid overstretching or strong impact to ensure long-lasting use.