SHIPPING & RETURNS
SHIPPING & DELIVERY POLICY
1. We deliver your orders to the address specified by you via our appointed shipping company. Delivery of orders is only available within Malaysia only.
2. We reserve the right to not deliver orders with incomplete shipping addresses.
3. Orders will take five (5) to seven (7) working days to deliver. Delivery to remote rural locations may take a longer duration. Please allow extra days for your order to be delivered during the Movement Control Order (MCO) period.
4. Our delivery charges are:
a) For accessories such as bracelet, pendant, etc
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RM10 per order
b) For cave
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RM80 for orders below 10kg (after packaging)
c) For other items
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As specified
5. We do not allow:
a) delivery to P O Box address
b) self-collect service at our stores
c) changes of orders such as cancelling the order, adding/removing product, changing the shipping address
6. If you have an incomplete delivery address/mobile number, please send an email to crystalpalace118@gmail.com immediately with your details. Our Customer Service team will assist you.
7. Upon receiving your order, we will send you an Order Confirmation Slip via email and we will process to pack your order. You will be given a tracking code in the Delivery Note email when the parcel is ready to be shipped. You may track your order by login to our Shipping Partner website.
8. If the customer is not available to accept the delivery, a representative may accept on behalf of the customer. The customer or its representative is required to produce proof of identity for collection of order.
RETURN & REFUND POLICY
1. All purchases made on our website are not allowed to be returned, refunded, or exchanged in any of our stores.
2. No cancellation is allowed once the orders are paid. Change of mind does not apply to return or refund.
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3. Notify Customer Service team within two (2) calendar days (including weekend & Public Holiday) from the date of receiving the goods to report on damaged products with your order details, description together with photos of your damaged product. Our Customer Service team will review each application. Please allow up to seven (7) working days for your inquiry to be processed.
4. Return/Refund of products can be arranged under the following reasons:
a) If the product delivered is faulty, damaged or defective condition
b) If the product is near expiry or expired
c) If the product delivered is different from the Order
5. Return & Refund does not apply to products that fall into the following categories:
a) Pendant, Earring and Necklace
b) Any other product that Crystal Palace may determine from time to time
6. Products for return or refund shall be returned in their original condition with price tag/label, quantity and packaging as it first delivered to customer together with proof of purchase.
7. The return shipping charges shall be borne by you. Customers shall be responsible for the risks and condition of the product to be returned until it reaches our office. We will not be liable for any loss or damage to the product prior to the product being received by us. Customers are advised to pack safely the product to prevent any loss or damage to the product.
8. We reserve the right to replace with a new item of the original order or refund via the original mode of payment. Shipping charges are not refundable.
9. All refunds will be made via the original mode of payment within thirty (30) working days and depending on the appointed bank refund policy in which your receipt of the refund will depend on the prior of time your financial institutions take to finalise the refund. We shall not be liable to any loss, damage, cost or expenses that you or any person may incur as a result of any delay in your financial institution processing the said refund.