Frequenlty Asked Questions

PLACING ORDER:

Do I need to log in/to create an account for placing an order on My Crystal Idea?
No, you can use our quick and easy Guest Checkout if you're in a rush and don't want to log in or register new account. However, we recommend to log in/to create an account, so you can keep a record of your purchases, but the choice is entirely yours!
What information do I have to provide when ordering or creating an account, why?
You will have to provide your name, surname, billing and shipping address, contact information (phone and email) and, if you prefer, company name, company registration number and/or VAT number.
Name, surname, billing and shipping address, contact information (phone and email) - required to smoothly process and deliver your order or solve any issues considering it.
Company name, company registration number and/or VAT number - are not required, but you should provide them, if you want to see this information in your order invoice and include it to your company accountancy.

More details about information we require and why could be found in our Privacy Policy.
What are minimum order quantity (MOQ) requirements?
There is no MOQ requirements set up at My Crystal Idea! Orders can contain as many items as you wish to order.
Can I order from overseas?
Yes, you are welcome to place an order from overseas using one of our offered payment methods.
Can I place an order via telephone or email?
The ordering process is set up in such way that orders can only be placed via our Online Shop. If you need support when placing your order, simply contact Customer Service.
Can I use different billing and shipping address?
Yes, you can. Your order will be shipped to shipping address that you indicated during checkout.
I have VAT number; can I use it when ordering from your shop?
Yes, if you have valid VAT number, you can include it to your account details/details which you provide during checkout and VAT will be excluded from your order. If you notice that something is not working well, please contact us before making payment for your order.
Can I track my order?
• Priority Recorded Airmail:
To track your parcel, please use the 13-digit tracking ID found in your dispatch confirmation email on Lithuania post website.

• DPD:
To track your parcel, please use the 14-digit tracking ID found in your dispatch confirmation email on DPD website.

• UPS Express:
To track your parcel, please use the 18-digit tracking ID found in your dispatch confirmation email on UPS website.
When will I receive my order?
Delivery depends on the shipping method which is chosen. More information about delivery is provided here.

ORDER ISSUES:

Can I change my order?
You may change your order, however, it all depends on current order status and the items to be changed (price and quantity), so please contact our Customer Support Team as soon as you decide to make changes to your order to find out if it's still possible.
Can I cancel my order?
There are varying time limits in which you can cancel your order dependent on which delivery option you've chosen. Please contact our Customer Support Team as soon as you decide to cancel your order to find out if it’s still possible. However, if it turns out that your order is dispatched already and cancelation is not possible, then such orders could be returned back to us. More about returns here.
Can I make additions to my order after completing checkout?
No, unfortunately you cannot. If you'd like to buy new items, you'll need to place a new order. However, if your first order is still not shipped then additional order can be shipped together in same parcel without additional shipping charges. To find out if there is still time for additional order to be placed, please contact us immediately.
Can I return my order?
Yes, we accept returns. However, there are certain terms and requirements for that. Please check our returns policy here.
What do I do if there is a problem with my order: issues making payment, wrong VAT calculation, wrong billing/shipping address, etc.?
We have a friendly and knowledgeable team on hand to help with any order queries, so please drop us an email [email protected] and we'll do everything we can to sort things out.
What do I do if I haven’t received my order within recommended delivery time?
First of all, we recommend checking tracking details to see, if your order was not attempted to be delivered at some point without your notice. If so, then please contact your local post office to agree on redelivery (if it’s possible in your country) or pick up of your parcel.
Secondly, if non above is applicable, then please contact us and we will agree on solution.
What do I do if I receive a faulty item in my order?
As soon as you discover a faulty item, please contact our Customer Support team with:
• The order number
• The faulty item's name and SKU code
• A description of the fault, including pictures.

We will get back to you as soon as we can and offer solution.
What do I do if ordered item is missing from my order?
Please contact our Customer Support team with the order number and the missing item's name and SKU code. We will get back to you as soon as we can.
What do I do if I received incorrect item in my order?
Please contact our Customer Support team with the order number and incorrectly received item's description. In most cases including pictures would be very helpful. We will get back to you as soon as we can.

MY ACCOUNT ISSUES:

What happens if I forgot my password?
Don't panic! You can easily request to reset new password link by clicking on "Forgot your password?" tab on the login page. Just follow easy steps in order to create a new password. After you do so, you will be able to log in to your account again.
I have VAT number, how can I change my details on my account?
Follow these steps:
1. Log in to your account;
2. Go to “My account”;
3. “Address book”;
4. “Change billing address” and update details there;
5. “Change shipping address” to make sure same details are saved there too.
Where can I obtain order invoices on my online account?
VAT invoices can be found (follow these steps):
> My Account;
> My orders;
> Pick order for which VAT invoice is needed – “Review Order”
> Press on “Invoice” above basic order information;
> Underneath basic order information “Print Invoice” tab will appear, press on it and print/save your invoice.