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Frequently Asked Questions
Crysora Help Centre
Frequently Asked Questions
Find answers about Crysora jewellery, gemstone gifts, keyrings, home ornaments, shipping, orders, returns, care and customer support.
About Crysora
What is Crysora?
Crysora is an Australian-based jewellery and gemstone gift brand offering meaningful jewellery, gemstone gifts, keyrings, home ornaments and keepsakes. Our pieces are created for thoughtful gifting, everyday beauty and personal meaning.
Is Crysora connected to Sapphire Pal?
Yes. Crysora is the sister business of Sapphire Pal, an Australian-based gemstone merchant. Crysora brings the same family heritage and gemstone trade background into a softer lifestyle range of jewellery, gifts and keepsakes.
Where is Crysora based?
Crysora is based in Parramatta, New South Wales, Australia. Our contact address is 31/14-16 Lamont St, Parramatta NSW 2150, Australia.
What does “Meaningful. Timeless. Yours.” mean?
It reflects the heart of Crysora. We believe jewellery and keepsakes should feel personal. A piece can represent love, protection, luck, calm, healing, success, family connection or home blessings.
Products & Collections
What products does Crysora sell?
Crysora offers jewellery, gemstone gifts, keyrings, home ornaments and keepsakes. Our collections may include rings, necklaces, pendants, bracelets, earrings, men’s jewellery, women’s jewellery, unisex jewellery, silver jewellery, gold jewellery, gemstone keyrings and home blessing pieces.
Do you only sell natural gemstones?
No. Crysora is not limited to natural gemstones only. Some pieces may include gemstone-inspired designs, symbolic materials, silver, gold-tone finishes, gift pieces, ornaments and keepsakes. Product details will be listed on each individual product page.
How do I know what material a product is made from?
Please check the product description before purchasing. We aim to list key details such as material, finish, gemstone type, size, colour, chain length, ring size, pendant size or ornament details where applicable.
Do your products come gift-ready?
Many Crysora pieces are designed with gifting in mind. Where gift packaging or gift-ready presentation is included, this will be mentioned on the product page. If you are buying for a special occasion, you can contact us before ordering.
What is “Shop by Meaning”?
Shop by Meaning helps customers choose a piece based on the intention behind the gift. You can explore collections such as Love & Romance, Protection & Strength, Luck & Prosperity, Calm & Clarity, Health & Healing, Success & Abundance, Family & Togetherness and Home Blessings.
Are product colours always exactly the same as the photos?
Product colour may vary slightly across screens, lighting conditions and photography settings. We do our best to represent each item accurately, but minor colour differences are normal when viewing jewellery, gemstones and decorative pieces online.
Orders & Payments
How do I place an order?
Choose the product you would like, select any available options, add it to your cart and complete checkout securely through our online store.
Can I contact you before ordering?
Yes. If you need help choosing a gift, checking product details or asking about delivery, contact us before placing your order. You can email us at hi@crysora.com or use the live chat button.
Can I change or cancel my order after placing it?
Please contact us as soon as possible. If your order has not yet been packed or dispatched, we will do our best to help. Once an order has been dispatched, changes may not be possible.
Will I receive an order confirmation?
Yes. After checkout, you should receive an order confirmation by email. Please check your spam or junk folder if you cannot see it.
Shipping & Delivery
Where do you ship from?
Crysora is based in Australia. Orders are handled with care and dispatched from Australia unless otherwise stated on the product page.
Do you ship within Australia?
Yes. We ship to customers within Australia. Delivery time depends on the destination, shipping method and carrier service.
Do you offer international shipping?
We aim to support international customers where possible. Available shipping destinations and costs will be shown at checkout. International customers are responsible for any customs duties, taxes or import charges required by their country.
How long does shipping take?
Delivery times vary depending on your location and selected shipping method. Once your order is dispatched, tracking information may be provided where available.
Will my order include tracking?
Where tracking is available, tracking details will be sent after dispatch. If you have not received tracking information, contact us with your order number.
What if my parcel is delayed?
Delivery delays can happen due to carrier volume, public holidays, weather events, customs processing or other transport issues. If your parcel appears delayed, contact us and we will help you check the available tracking information.
Returns, Exchanges & Order Issues
What should I do if my item arrives damaged?
Please contact us as soon as possible with your order number, clear photos of the packaging and item, and a brief explanation of the issue. This helps us review the matter quickly and assist you.
Can I return an item if I change my mind?
Change-of-mind returns may depend on the item type, condition and our current return policy. Please contact us before sending anything back. Items should generally be unused, unworn and in original condition with packaging included.
What if my item is faulty or not as described?
If an item is faulty, damaged, unsafe or significantly different from the description, please contact us promptly. Your rights under Australian Consumer Law apply in addition to any store policy.
Do Australian consumer guarantees apply?
Yes. Australian consumer guarantees may apply to products purchased from Australian businesses. If a product does not meet the required consumer guarantees, customers may be entitled to a remedy such as repair, replacement, refund or cancellation, depending on the situation.
How do I request help with a return or exchange?
Email hi@crysora.com with your order number, the item name and the reason for your request. Please wait for our instructions before returning your item.
Jewellery & Product Care
How should I care for Crysora jewellery?
Store jewellery separately in a dry place, away from moisture, perfumes, lotions, harsh chemicals and direct sunlight. Wipe gently with a soft dry cloth after wearing.
Can I wear Crysora jewellery in water?
We recommend removing jewellery before showering, swimming, exercising, cleaning or applying perfume and skincare products. This helps preserve the finish and appearance of your piece.
How should I care for gemstone keyrings and ornaments?
Keep gemstone keyrings and ornaments away from hard impact, moisture and harsh chemicals. Decorative pieces should be handled gently and cleaned with a soft dry cloth.
Are gemstone and crystal pieces fragile?
Some gemstone, crystal or decorative items may be delicate and should be handled with care. Natural variation, texture and small differences may be part of the character of gemstone-inspired and handcrafted-style items.
Customer Support
How can I contact Crysora?
You can contact us by email, phone or live chat.
Email:
hi@crysora.com
Phone:
+61 490 925 382
Address:
31/14-16 Lamont St, Parramatta NSW 2150, Australia
Do you offer live help?
Yes. Use the live chat button at the bottom right of the page for quick help. If we are offline, leave your message and we will reply as soon as possible.
Still Need Help?
We are happy to help with product questions, gift ideas, order support, shipping information and customer care.
Contact Crysora