FAQ

You can track your package directly through the delivery tracking link provided in your order confirmation email.

If you do not receive or cannot find your tracking number in the confirmation email, you can access it anytime in the “Orders” section of your customer account.

Shipping is free on orders over $30.

For orders under $30, shipping costs are:

- $2.99 to the USA, Canada and United Kingdom.

It takes 0 to 3 business days to process your order. We make every effort to ensure that your order arrives as soon as possible.On average, your order will be delivered within:

• 7 to 12 working days for the USA and Canada.
• 7 to 12 working days for European countries.
• 7 to 18 working days for the rest of the world.

We ship your orders from different international warehouses (United States, China, and Europe). Since HugCore is an international company, our inventory is distributed across multiple fulfillment centers worldwide to ensure faster delivery. This means that orders containing multiple items may be shipped separately, so you might receive one item before the next.

No worries if you don’t receive all your products in one package; the other items are also on their way. However, if you do not receive all your purchases within 20 business days, please contact us so we can check your shipment.

If you have not received your order, first check the tracking link.

If the tracking shows that your order has been delivered, it is possible that the carrier has placed the package in the mailbox.

If you still have not received your package, please contact us at contact@cross-pendant.com, we will be happy to help.

After placing an order, you will automatically receive a confirmation email.

Invoices are no longer provided in the package for environmental reasons. However, you can obtain an invoice from our support team.

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

At Crystia, your satisfaction is our priority, or you get your money back. When you receive your order, you have a 14-day withdrawal period.

If you are not satisfied with your item and it doesn't meet your expectations, you can return it at your own expense. To do so, please contact us at: contact@cross-pendant.com

Once the returned item is received and its compliance is verified (the item must be unused and in its original packaging with tags), we will proceed with either a refund or the dispatch of a new item, based on your choice!

Please make sure to wait until you have received your package before initiating a refund request.

If you wish to modify your order, please contact us as soon as possible via the contact page. Please note that you can modify your order within 3 hours of purchase!

If the order has already been shipped, unfortunately, we won’t be able to modify or cancel it. You will need to wait for the package to arrive and then return it.

Please note that we cannot guarantee the cancellation of an order once it has been processed. You cannot modify an order if it has already been shipped.

Only requests sent to contact@cross-pendant.com will be considered. Please make sure to contact us within 3 hours of placing your order.

If you have received a defective or damaged item, please contact us by sending an email to contact@cross-pendant.com to inform us of the issue.

Please include photos or videos as attachments to your request so that we can process your claim as quickly as possible.

If, for any reason, you are not completely satisfied with your purchase, you can return it or exchange it for another model within 14 days of receiving your order. Please note that return shipping costs are the responsibility of the customer.

If you are not satisfied with your item, we offer a 100% money-back guarantee within 14 days.

Return shipping costs are the responsibility of the customer. All returned packages must be shipped with a tracking number.

Since we do not have a physical store, we ask that you return your order to our shipping warehouse in Asia.

Please refer to our return policy to start the return process. If you are not satisfied with your order, please contact our support team at contact@cross-pendant.com, and we will do our best to assist you!

In case your items are too small or too large, you have 14 days to return them for an exchange or a full refund.

Please note taht it is the customer's responsibility to choose the right size according to the size guides available on each product page. We strongly invite you to contact our team to help you choose the right size.

The customer will be able to return the item at his own expense.

We know that this can represent a significant cost, do not hesitate to contact our teams, we will do our best to find a solution that brings you satisfaction.

Depending on your bank, it can take up to 3-5 working days before the refund appears on the payment method initially used after the refund has been processed.

We accept the following payment methods:

– Credit Card (Visa, MasterCard)

– Debit Card (Visa, MasterCard)

– Apple Pay and Google Pay

- Paypal

However, we do not accept checks, money orders, or bank transfers.

The "HTTPS" in our store's URLs reflects the quality of our services. HTTPS is the secure version of "HTTP," protected by SSL/TLS protocols. It is used to safeguard financial transactions on e-commerce sites. As e-commerce merchants, we understand that using SSL is essential nowadays. It is the best way to protect your data and shield you from hackers or identity theft.

Visually, the SSL certificate is represented by a padlock in the web browser's URL bar. It is also indicated by an "s" added to the "http" protocol, showing "https" in the website address bar.

Your information is encrypted and sent directly to our payment service provider's network, where your card and transaction are secured and approved. Your credit card information is not stored on our servers at all.