FAQ

Products & Crystals

Are the crystals and jewelry made with genuine, natural stones?

Absolutely. Every piece at Meruisa Crystal features authentic, naturally formed crystals and minerals. Each stone is a unique work of art from nature, meaning inclusions, color variations, veils, and textures are inherent characteristics of its natural formation and proof of its authenticity, not flaws.

We meticulously photograph each item to represent it as accurately as possible. However, please be advised that slight variations may occur due to individual screen display settings, photographic lighting, and the unique nature of each crystal. The image is a faithful representation, but the physical item in your hands, with its unique interaction with light, is the true experience.

We share historical, cultural, and inspirational perspectives on crystals for the purpose of mindfulness and personal exploration. It is important to understand that these are not scientifically or medically proven facts. Our products are sold as natural art objects, personal adornments, and tools for intentional practice. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition and are not a substitute for professional medical or psychological advice.

Orders, Payment & Accounts

How do I place an order?

Simply browse our collection, add your chosen items to the shopping cart, and proceed to checkout. Follow the prompts to enter your shipping details and complete payment securely.

Orders are processed and prepared for shipment within 1-3 business days after payment verification (excluding weekends and public holidays). Custom-made or pre-order items may have longer lead times; please contact customer service for specifics.

We accept payments through secure, third-party payment gateways. All payment information is processed securely and is not stored on our servers.

Shipping & Delivery

What shipping methods are available and how are costs calculated?

We offer tracked standard courier services. Shipping costs are calculated automatically at checkout based on your destination and package details. Expedited shipping options (e.g., DHL, FedEx) may be available for select regions—please contact us for options and rates. We also offer free shipping promotions; please see our website banner or policy page for current thresholds.

The following are estimates only, commencing from the day the package is handed to the carrier:

Domestic (e.g., within Hong Kong): 1-7 business days.

International (Worldwide): 7-20 business days.

Please note that these times are estimates. Delays can occur due to customs processing, carrier backlogs, holidays, or force majeure events. While we cannot control these delays, we are happy to assist with tracking inquiries.

Possibly. The recipient is the importer of record and is solely responsible for all applicable import duties, taxes (like VAT or GST), and customs clearance fees imposed by their country. Meruisa Crystal has no control over these charges and cannot predict their amount. Please consult your local customs office. If a package is refused due to unpaid charges and returned to us, associated costs will be deducted from any refund.

Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to the carrier’s tracking page.

Returns, Exchanges & Refunds

What is your return policy?

We accept returns for eligible items within 30 days of the delivery date. Items must be in new, unused, and undamaged condition with all original tags, certificates, and packaging intact. You must first contact our customer service team to obtain a Return Authorization (RMA) number. Returns received without an RMA may not be accepted. Refunds are issued to the original payment method within 14 business days of our receipt and inspection of the return. Original shipping costs are non-refundable.

Returns are not accepted for:

  • Customized or personalized products.
  • Final Sale items (clearly marked).
  • Items damaged or returned by customs due to unpaid fees.
  • Subjective dissatisfaction with the natural characteristics of a crystal (e.g., its unique inclusions, color zoning, or perceived energy).
  • Used, altered, or damaged items.

In the rare event you receive an incorrect item or one with a genuine workmanship defect (distinct from natural crystal characteristics), please contact us within 7 days of receipt with clear photos. We will promptly arrange a resolution, covering the return shipping, and provide a replacement, re-shipment, or full refund as appropriate.

To ensure you get your new item as quickly as possible, we primarily handle returns for refunds. We recommend processing a return and then placing a new order for the desired item.

Our Brand & Policies

Does Meruisa Crystal support any charitable causes?

Yes, as part of our core “Notes of Kindness” pledge, Meruisa Crystal donates 2% of profits from eligible sales to a rotating selection of global charities focused on children, our planet, and women’s empowerment. This is our separate corporate social responsibility initiative. Details are shared on our Giving Commitment page and through our community updates.

All content on this site (including text, images, logos, trademarks, and design) is the exclusive property of Meruisa Crystal and is protected by intellectual property laws. Reproduction, distribution, or commercial use without our express written permission is prohibited.

More Questions?

If your question is not answered here, please do not hesitate to contact our customer service team
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