General
When can I expect to receive my order?
From the moment we receive your order, it takes 2-3 business days to prepare your bracelet.
Once it’s ready for shipment, you will receive an email with a tracking code. If you don’t receive this code, please check your spam folder. If you still can’t find it, contact us at team@crystalmatching.com and we will assist you in tracking your order and updating you on its status.
Please make sure we have the correct wrist size and shipping address to complete your order efficiently.
I placed an order earlier but haven't seen or heard anything?
Please check your email (and spam inbox).
If you still can’t find it, contact us at suppor@huggingfamily.com and we will assist you in tracking your order and updating you on its status.
Where are you located?
Our headquarters is located in the UK. All our bracelets are designed there. We collaborate with factories in China and Brazil to handle all aspects of production and shipping, ensuring that each product meets our high-quality standards.
I want a custom design. Is it possible?
Sometimes. We can only customize products that are currently in stock. Keep in mind that for custom designs, the price of the bracelet may change. Contact us at suppor@huggingfamily.com and tell us your design ideas. We’ll let you know what we can do!
Can I wear it while exercising, showering, or at the beach?
We strongly recommend not wearing the bracelet during certain activities as it can damage the gemstones and metal over time. The durability of gemstones varies; some are harder and more durable, while others are softer and more prone to damage. For more information on how to properly care for your bracelet, see our guide: Caring for Your Bracelet.
Accordion title. Click here to edit
Click here to change this text. Ac non ac hac ullamcorper rhoncus velit maecenas convallis torquent elit accumsan eu est pulvinar pretium congue a vestibulum suspendisse scelerisque condimentum parturient quam.Aliquet faucibus condimentum amet nam a nascetur suspendisse habitant a mollis senectus suscipit a vestibulum primis molestie parturient aptent nisi aenean.A scelerisque quam consectetur condimentum risus lobortis cum dignissim mi fusce primis rhoncus a rhoncus bibendum parturient condimentum odio a justo a et mollis pulvinar venenatis metus sodales elementum.Parturient ullamcorper natoque mi sagittis a nibh nisi a suspendisse a.
Shipping
I saw a bracelet I like but it's out of stock. When will it be restocked?
Contact us and we can check if there is still a small amount of stock available or assist you in finding a suitable alternative jewelry.
I need it soon as my birthday/anniversary/party is just a few days away!
If you have already placed an order, you can notify us by replying to the confirmation email. In most cases, we can prioritize your order and complete it within 1 business day or even a few hours. For shipping, we use priority shipping to deliver it to you as soon as possible. You can also contact us in advance at suppor@huggingfamily.com and we’ll see what we can arrange!
Gift Card
Can I give my gift card to someone else?
Yes. Buying gift cards for family or friends is a great option when you’re not sure what to buy. Please note your gift card package and fill in the recipient’s email address to send it out.
Can gift cards be combined with other discounts
Sometimes yes, you are in the process of using the gift, the system will automatically give you the price after calculating the discount. Except for certain items and during certain promotions
Returns/Resizing/Exchanges
I need to resize my jewelry.
Sure, we know it can be a bit difficult to get the size right the first time. We can definitely help you resize it. Remember, if you need to resize your jewelry, you have 30 calendar days (from the date you receive the item) to return it to us. Send an email to suppor@huggingfamily.com for proper assistance. We will guide you through the steps!
I want to exchange.
You can exchange the bracelet. You have 30 calendar days (from the date you receive the item) to return the bracelet for exchange. In addition, the bracelet must not show any signs of use and must be tagged. Once your package arrives at our factory, we will notify you that it has arrived and process the exchange by charging/refunding the price difference (including a $15 restocking fee). Send an email to suppor@huggingfamily.com for proper assistance.
I want to return.
Yes, it is possible. Although this is a handmade item and we are not obligated to refund, we want to offer this option to our customers. For all items, we offer a “30-day satisfaction guarantee” for all bracelets purchased at suppor@huggingfamily.com. You have 30 calendar days (from the date you receive the item) to return the bracelet. After 30 calendar days, no refunds will be given. Please note that we charge a $15 restocking fee for each bracelet, which will be deducted from the refund. You can read more about this here: Refunds.