Last updated: 2026.06.11
At Crystal Sky, every piece is made or finished with care. If something is wrong, we want to make it right.
This policy explains returns, refunds, exchanges, custom-made items, and your statutory consumer rights.
Submit a withdrawal request online
If you would like to withdraw from a contract for an order placed through our online shop, you can use our online withdrawal form. After submitting the form, you will receive an automatic confirmation by email.
1. Standard returns
For non-custom products, consumers generally have the statutory right to withdraw from an online purchase within 14 days, without giving a reason.
This is the standard return period offered by Crystal Sky. We do not currently offer an additional voluntary 30-day return period.
To be eligible for a return, the item should be unworn, unused, and in the condition you received it. Original packaging is appreciated, but it is not required for a valid statutory withdrawal.
2. Statutory withdrawal right
If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days, without giving a reason.
For goods, the withdrawal period begins on the day after you, or a third party named by you who is not the carrier, receive the goods.
To exercise your withdrawal right, email us at:
Please include your order number and a clear statement that you wish to withdraw from the purchase.
You may use the model withdrawal form at the bottom of this page, but you do not have to.
3. Custom-made and personalized products
Some Crystal Sky products are made specifically for you.
This includes products made to your individual wrist measurement, custom size, custom color combination, custom engraving, or another personal specification selected or provided by you.
For products made to customer specifications or clearly personalized, the statutory withdrawal right does not apply.
This does not affect your statutory rights if the product is defective, damaged, or not what you ordered.
4. Size and fit
Please measure your wrist carefully before ordering a custom-sized bracelet.
If you provide an incorrect wrist measurement, the product is not considered defective simply because the size does not fit as expected.
That said, please contact us. Where possible, we will try to help with an adjustment, remake, or exchange solution.
5. How to start a return
Email us at:
Please include:
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Your order number
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The item you want to return
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Whether you want a refund, exchange, or size adjustment
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Photos, if the item is damaged, incorrect, or defective
We will reply with return instructions.
Please do not send items back without contacting us first, so we can make sure the return is handled correctly.
6. Return shipping
For valid statutory withdrawals within Austria and the EU, we currently cover the cost of return shipping.
If this changes for future orders, the applicable return shipping terms will be shown before purchase.
For damaged, defective, or incorrect items, we will cover the cost of return shipping.
7. Refunds
For valid statutory withdrawals, we will refund the product price and the standard original delivery cost.
If you chose a more expensive delivery method than the standard option offered at checkout, the additional delivery cost may not be refunded.
We will process the refund without undue delay and no later than 14 days after receiving your withdrawal notice. However, we may wait to process the refund until we have received the returned item or until you have provided proof that you sent it back, whichever happens first.
Refunds are made to the original payment method unless we agree otherwise.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
8. Exchanges
If you would like a different item, color, or size, contact us at:
For non-custom products, exchanges may be possible if the item is unworn, unused, and returned in good condition.
For custom-made products, exchanges are handled case by case.
9. Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at:
Please include your order number and photos if possible.
We will arrange a repair, replacement, refund, or another appropriate solution.
Nothing in this policy limits your statutory warranty rights.
10. Sale items
Discounted products are eligible for the statutory withdrawal right where that right applies.
Custom-made or personalized sale items cannot be returned under the statutory withdrawal right unless they are defective, damaged, or incorrect.
11. Statutory rights
Nothing in this policy limits your statutory rights under Austrian or EU consumer law.
If you have questions about your consumer rights, you may contact an Austrian consumer advice body such as Arbeiterkammer.
12. Alternative dispute resolution
We are willing to participate in dispute resolution proceedings before a recognized consumer arbitration body where applicable.
For Austria, a relevant consumer dispute resolution body is:
Schlichtung für Verbrauchergeschäfte
Flachgasse 30/2. OG
1150 Wien
Austria
Website: Verbraucherschlichtung Austria
The former EU Online Dispute Resolution platform is no longer active.
13. Model withdrawal form
To:
Crystal Sky / Jake Hyvonen
Bendlgasse 22/12
1120, Wien, Wien
Österreich
support@wearcrystalsky.com
I/we hereby withdraw from the contract concluded by me/us for the purchase of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Date:
Signature of customer:
Note: Signature is only required if this form is submitted on paper.