FAQ

Are these 100% Authentic Trainers?
All of our shoes are 100% authentic. We buy all our shoes from authorised retailers.

Do you ship overseas?
Yes, we offer worldwide shipping! Our items are being shipped all over the world daily!

Are all sizes of each shoe available?
At the moment, only the sizes listed is what is available. As all our shoes come from authorized retailers, we can only get what they have in stock. We update our website regularly so please check back or get in touch with us if there is a particular size/style that is not listed.

Can we send in our own items or have something different customised?
Yes, please contact us at orders@crystalella.com for more information.

How long will it take to get my shoes?
Each shoe is purchased in your size from online retailers and then embellished with the crystals. It takes a few hours to place each crystal one by one on the shoes, this process takes approximately 1-2 weeks. Fully crystallised trainers are 14 working days. Tracking is available with all orders.

During peak times such as Christmas, as we get extremely busy, please allow an extra few days for your order. We do ensure all orders are out in time for Christmas so please do not worry.

Will the crystals fall off?
We hand crystallise by applying each crystal separately by hand using a very strong industrial glue which ensures a firm, long lasting hold. The crystals should not fall off easily depending on what you are doing in your shoes. Over time with wear and tear one or two may fall off so with each order we send a little bag of replacement crystals. 

What is your return policy?
Due to each shoe being customised for your order, we cannot accept returns unless there is a manufacturer fault. If you have any questions about sizing or styles, please contact us before ordering. Changes to your order can only be made within 24 hours of placing the order on full prices items only.  If the order was placed with Klarna, that order is final and cannot be cancelled.

Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

 

Contact us

Crystalella™ HQ main offices are based in the UK

If you need help or have any questions at all please contact us: orders@crystalella.com 

Crystalella Limited: Broomhall Lane, Ascot, Berkshire, SL5 0DG

Company number: 10638292