FAQ

 Why should I purchase from Crystal Moments? 
Our wide range of highly customizable products are perfect for any occasion. We’re the one-stop solution for you to easily create and purchase your favorite treasures online; satisfaction guaranteed.
 
Product Questions
 
How do you engrave the image and text inside the crystal?
All of our engravings are done sub-surface by lasers as this makes the engravings permanent without damaging the crystal’s surface.
 
Are there any specific photo quality requirements?
No, but higher resolution and clearer photos are better for both 2D and 3D engravings. We can also help do some necessary touch-ups on photos provided by clients for better product results with no additional charge.
 
Can you make coloured engravings?
All engravings are composed of shades of black and white only. Sub-surface engravings are formed by countless numbers of small ‘bubbles’ burned inside the crystal by laser and cannot be colorized.
 
Can I create my own designs for trophies and awards?
We are happy to take custom orders but require a minimum order of 5 pieces. Please email us the specifications for the customized design; we will reply with the cost and order completion time.

Ordering
 
How do I place an order?
You can order directly from our website, via phone or email. Personalized products are more effectively handled through online ordering. For corporate orders, send an email with details of your requirements and a corporate account representative will reply promptly.
 
Do I need to pay sales tax?
In Singapore, no goods or services taxes are charged on your orders. However outside of Singapore, you do need to pay the import taxes and fees of your home country (if applicable).
 
Is it safe to order from your website?
Our Safe Shopping Guarantee protects customers while ordering. Online payment can be made through Paypal and successful orders will receive an email confirmation.
 
Can I change or cancel my order?
You cannot cancel your order once the order is placed. For customized products, we will send you a proof before we proceed to production and allow ONE FREE amendment to the proof. We will proceed upon your confirmation of the proof. Additional amendments are charged at S$15 per amendment.
 
How do I know the status of my order?
You can easily login to your account and check the status of your order.

Can I get a proof before placing an order with payment?
Unfortunately we can only send you the proof after your order has been fully paid for.
 
Do you require a minimum quantity for ordering corporate plaques, awards, and trophies?
There is no minimum order required.
 
Do you provide any volume discounts?
Yes. We offer discounted rates for orders of 5 pieces or more per design. Email us with your detailed requirements for a quote.
 
 
Shipping
 
What if a product arrives broken?
Please take a photo of the broken product immediately after receipt and send it to us by email. At our cost, we will arrange to return the broken item in its original packaging. After we receive the returned items we will send you a replacement within 3 working days.
 
How is the shipping cost calculated?
Shipping fees vary based on total weight and its destination. Estimated shipping costs will be calculated when you complete your shopping cart and fill in the destination. 
 
Which courier service do you use?
We use DHL for shipping world-wide.
 
Can I pick up an order from you instead of shipping it?
Yes. When ordering online, you can choose to self-collect from our retail outlet before you proceed to make payment.