FAQ
FAQ
Core notes on materials, sizing, payment, shipping, numbering rules, and after-sales support.
Are the crystal bracelets made with natural crystals?
Yes. All products are made with natural crystals. Each crystal has its own texture and color variation, which is part of the nature of the material and proof of its uniqueness.
How should I choose my bracelet size?
We offer standard and larger sizes. If your wrist size is special, please contact customer support for customization: support@susu-crystal.com
How are limited numbers assigned for the couture series?
After purchase, numbers 001-100 are assigned in payment order. The numbered certificate will be shipped together with the product.
How will I know if I win the couture free-order reward?
We will publish the draw video on social media and notify the winner by email. Please make sure your email address is entered correctly.
How do I claim the reward after lighting all 9 Guardian Map nodes?
After all nodes are unlocked, you will receive a dedicated product link priced at 1 USD. Once the order is placed and paid, we will arrange shipment.
Can blind boxes be refunded?
Guardian blind boxes cannot be refunded or returned once shipped. Every guardian cat is an arrangement of fate, and we hope you give it a chance.
Can other products be returned or exchanged?
Regular and couture series products can be returned or exchanged within 14 days of delivery if they are unworn, in original condition, with packaging and accessories intact. Return shipping is paid by the buyer.
What should I do if the product has a quality issue?
Please take photos and contact customer support within 48 hours of delivery: support@susu-crystal.com. We will arrange a replacement or refund.
Do I need to create an account before placing an order?
Yes. Please register before ordering. After registration, you can track orders, view Guardian Map progress, and receive the latest brand updates.
Which payment methods are supported?
We support major credit cards, PayPal, and Stripe. Checkout is protected with SSL encryption, and we do not store any credit card information.
Which currency is used?
All prices are listed in EUR.
Can I change my shipping address after placing an order?
You may contact customer support to change the address before shipment. After shipment, the address cannot be changed. Please check carefully before ordering.
What should I do if something is missing from my package?
Please contact us immediately: support@susu-crystal.com. We will handle it as soon as possible.