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  • EXCHANGES

  • How can I exchange my items?

    You can exchange your items when you shop at iCrystal! Presently, you can exchange your items via:

    Option 1: Return Form

    1. Email us at customerservice@icrystal.asia.

    2. Place the item(s) in their original packaging into a box or plastic slip if provided* and then affix the return label to the outside of the box.

     

    * The box doesn’t have to be the one we sent you but it should be of an adequate size/strength to protect the items you’re returning. Once we have received your item and your exchange request, we will proceed to pack and dispatch the new exchange order. You will be notified via email once your exchange order is confirmed and shipped out respectively.

     

    Option 2: Walk Ins

    You can also walk ins to any our shop outlets regarding your wish to exchange items. However, please take along your receipt and original items to us.

  • Can I return some items and ask for exchange for other items from the same order?

    Yes, you can! You have the flexibility of returning some items and exchanging the rest from the same order. To do so, simply indicate your option of Exchange per item clearly on the email you send us. The rest is simple – pack all items neatly and securely, into the parcel to be returned. Attach the returns shipping label onto your return parcel and deposit it at the nearest POSLAJU branches.

     

    Once our warehouse receives your return parcel, we will proceed to process for the items you returned, and place an exchange order for those items you have indicated for an exchange. Please take note that stock is subject to availability upon us receiving the returned item at our warehouse.

     

    You will be notified via email once your exchange order is confirmed and shipped out. For your returned items, you will also receive Returns Received and Exchange Completed emails respectively.

  • Are all items exchangeable?

    Most items are exchangeable. Please note that exchange might take up to 3-5 working days to be delivered, after the original item has been returned and received at our warehouse. For non-returnable items, we are sorry to share that these are currently non-exchangeable.

  • Can I cancel my Exchange order?

    If you have realised an error in your order or changed your mind shortly after placing your order, please contact our Customer Service Team at (+6)010-816 2255 (Saturday to Thursday, 10:30am - 6:30pm) and we will try to modify your order accordingly.

  • Will I be charged for exchanges?

    We are happy to share that exchanges are free for customers!

     

    * Terms and Conditions May Apply

  • How long would you hold my item for if I ask for an exchange?

    If you have made an exchange order via our Customer Service Team, the exchange order will be held for 5 working days to await the return of your original items to our warehouse. Once we have received your original items, your new exchange order will be automatically dispatched and sent out to you as soon as possible. However, if your items are not received within 5 working days, the exchange order will be released.

  • How long does it take for me to receive my new Exchange order?

    All exchange orders will only be processed once we have the returned item in our warehouse. The lead time is typically 1-3 working days from the day the exchange Order Shipped email is sent to you. However, the delivery time for the new exchange order might take up to 3-7 working days from the day we have received your returned item depends on the availability of the items at the warehouse, our courier partners' dispatching schedules and routing, as well as traffic and weather conditions.

  • Can I exchange or return an exchanged item?

    Yes, you can! The exchange order is considered a new order on its own. Simply complete the Return/Exchange slip which comes with your exchange order, pack it with the item and return it back to us. We will proceed with the new exchange order, depending on the option you indicate on the slip, as soon as we receive the item from you.

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(+6)010-816 2255