FAQ

Frequently Asked Questions (FAQ)

General Questions

1. How can I measure my wrist size for a bracelet?

To measure your wrist accurately:

Use a soft measuring tape around the thinnest part of your wrist, ensuring it’s not too tight or too loose.
If you don’t have a measuring tape, use a piece of string or thin wire, wrap it around your wrist, then measure it against a ruler.
If you're unsure, feel free to take a photo and send it to us — we’re happy to help.

2. What payment methods do you accept?

We accept the following payment methods:

Credit Cards:
Visa, Mastercard, American Express, UnionPay

E-wallets:
Apple Pay, Google Pay

Local Bank Transfer (Hong Kong & Macau):
FPS / Easy Pay

For assistance with payments, please contact our customer service team at:
📧 support@celestrova.com

3. Are your crystals and raw stones natural?

Yes. All crystals and raw stones from Celestrova are 100% natural and sourced from high-quality mines.
We do not use synthetic materials, artificial dyes, or low-grade treatments — ensuring you receive only authentic, premium stones.

4. Why do the sizes of the beads or stones seem slightly different?

Each crystal is hand-cut and carefully polished. Natural variations in size, shape, clarity, and texture are normal and contribute to the uniqueness of every piece.

Shipping & Delivery

1. How long will it take to receive my order?

All orders are processed within 1–2 business days.
Delivery typically takes 5–7 business days, regardless of destination.

2. What countries do you ship to, and how much does shipping cost?

We offer worldwide shipping, and all orders include free shipping.

3. Can I track my order?

Yes. Once your order ships, you’ll receive an email with:

Your tracking number
A link to our tracking page

Please note: tracking updates may take up to 24 hours to appear.

Returns & Exchanges

1. What is your return policy?

We provide a 7-Day Worry-Free Appreciation Period, allowing you to return or exchange unused and unopened items within 7 days of receipt.
Return shipping fees are the responsibility of the customer.

2. Do you offer refunds or exchanges?

Yes. Refunds or exchanges are available for eligible products returned within 7 days.
Final sale items are not eligible for return or exchange.

3. What should I do if my item arrives damaged or broken?

We sincerely apologize if your item arrives damaged.

Please contact us within 72 hours of receiving your order and include a photo of the damaged item:

📧 support@celestrova.com

We will arrange a replacement or refund for you.

4. Can I cancel my order?

We process orders quickly — please contact us immediately if you wish to cancel.
If your order has already shipped, we cannot cancel it, but we can assist you with a return once you receive the package.

Crystal Quality & Care

1. Do your crystals have any imperfections?

Yes — natural crystals often include features such as:

Mineral inclusions
Flat or uneven surfaces
Ice cracks
Cloud or mist-like formations

These are natural characteristics, not defects, and they highlight the authenticity of each stone.

2. How do I care for my crystals and raw stones?

To maintain your crystals:

Avoid exposure to harsh chemicals
Do not leave them in direct sunlight for prolonged periods
Cleanse them regularly (energetically and physically)
Follow any care instructions specific to the crystal type

After-Sales Service

1. What is the Lifetime Elastic Cord Warranty?

All products from Celestrova that include an elastic cord are covered by our Lifetime Elastic Cord Warranty.
We offer free cord replacement for the lifetime of the product.
Customers are responsible for shipping costs.

2. What happens if I am not satisfied with my purchase?

If you are not completely satisfied, you may return or exchange unused and unopened items within 7 days under our Worry-Free Appreciation Period.

If you have any further questions or need help, feel free to contact us anytime:

📧 support@celestrova.com
We’re always here to assist you!