FAQ

Get answers to the most frequently asked questions.

General

Our process for engraving utilize a laser which etches images and/or text into your crystal. When the laser is pointed onto the glass, the intense energy created slightly alters the structure of the crystal. Our software and hardware controls the laser beam, which creates an image made up of many thousands of micro Lazer dots.

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We are able to offer eight different crystal shapes: Cube, Heart, Prestige(iceberg), Serrated, keychains and necklaces in three different shapes, wine stopper and night light Five of the designs are available in Small, Medium, and Large sizes. In the cube design we can also offer additional sizes of XL, XXL, XXXL, MAX & Titan.

Click on the “Create your Crystal" drop down menu on the navigation bar and click on the shape you prefer.


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We can! Our expert designers use the most up-to-date software and laser technology, which allows us to turn 2D images into 3D images. Our goal is to make it simple for you - you simply need to upload your photo or image and leave the rest to us.


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Yes, you may upload more than one picture with is no extra charge, make sure to specify in the 'special instructions' section if you want us to crop out some of the people, or if you want us to place them in a certain order, make sure to specify if you want us to email you a 2D draft for your approval before we convert the image


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Yes we can fix an old picture


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Yes, we accept black and white picture


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Yes, of course. Our designers can use their computers to arrange 3D data in such a way that it can then be engraved onto a crystal.


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Yes. We are able to take your logo or graphics and use a laser to transfer them on to the Crystal in 3D. If you have any queries about your logo, please email us at info@hancrystal.com and we will do our best to answer your questions.


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We can pretty much work with nearly any format, of which the most common are JPG, JPEG, GIF, TIFF, BMP, and PNG. If your file format isn’t listed, then please contact us at info@hancrystal.com and we will inform you if your image format is suitable.


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Click on the 'Upload Your Image’ when customizing your crystal. This will open another window, which will let you access the images that are stored on your device and you can then choose the one you want to use.

We suggest that you upload image files between 100kb and 5MB to ensure the best picture quality. The size limit for a single image is 5MB, so if you wish to upload a photo larger than this you will have to send it as an email attachment to info@hancrystal.com


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If you are having trouble uploading your image, you can simply send it as an email attachment to info@hancrystal.com.


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If you order a Cube or Serrated crystal, the background might show up on the crystal engraving unless you state otherwise in the special instructions section. However, if you choose a different shape, the background will be automatically removed. If you do not want it removed then you need to state this in the field marked ‘special instructions'.


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The suggested number of figures (people, animals and objects) changes according to the shape and size of your crystal. If you choose to add more figures the detail and precision of the engraved image might be compromised.

To achieve optimum results, we advise that you stick to the suggested number of figures.


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We can accept most photos, but you will get a better outcome with higher quality photos. Please avoid photos that are blurry or dark. If you photo isn't suitable for conversion we may ask you to send us a different photo


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Unfortunately it’s not possible to offer proofs, but we will always do our utmost to accurately match the 3D engraving to the submitted image. Therefore, your photograph will serve as the proof.


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Yes, you can have whatever text you wish engraved on a crystal, along with your chosen image. If you wish to do this please type the text you wish to see added into the 'Add Engraving' field when placing your order. Please type it exactly as you wish it to appear on the Crystal. If you wish your text to appear on different rows then please type each row on a separate line to indicate this. Please indicate, in special instructions, if you have a preference for the alignment of the text. Our normal practice is to place the text so that it is easy to read and doesn’t obstruct the image.


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Cursiva will be the default choice unless it stated otherwise in the special instruction sectionavailable fonts: Arial, Blackadder, Georgia, Monotype, Cursiva and Script.


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Due to space limitations we recommend you use no more of 40 characters, which includes spacing. This character limit was agreed upon as it works best with all crystal sizes and designs, and won’t take away from your chosen image.Even though we suggest you use no more than 40 characters including spaces, you are able to add more characters if necessary. If over the 40 character limit, add your additional text in the 'Special Instructions' section on the order page. However, please note that on smaller crystals, the extra text may compromise the image as there will be less surface space for the 3D engraving. We do not charge any more if you exceed 40 characters.


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Yes, are able to include symbols along with your text. If you wish to include any symbols, we would ask that you indicate this under 'Special Instructions’.


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We are more than happy for you to share your idea for a specific layout with us. This can be done using the 'Special Instructions' section, where you are able to detail where you want the image and text placed on the crystal. Or you can simply email there details to us at info@hancrystal.com


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Orders

Unfortunately it’s not possible to offer proofs, but we will always do our utmost to accurately match the 3D engraving to the submitted image. Therefore, your photograph will serve as the proof.


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We generally use Fedex ground shipping, which will normally arrive within 2-5 business days after we have prepared your order. Neither shipping nor delivery is available on Saturdays and Sundays.


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Yes, if you’re in a radius of 30 mil from one of our physical locations, a local pickup option will be added in your checkout page


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Delivery time is dependent on the shipping option you choose. Please remember that all orders have a 1-2 business day processing time, in addition to the shipping time.

Please note: The above does not apply to Alaska, Hawaii, and Canada.


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Shipping charges is dependent on the size the crystal and location of shipment, a minimum order of $150 will be qualified of free shipping within the US


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If we haven’t dispatched your order, we can change your shipping address. However, if it has shipped, it is not guaranteed we can change the address. We will contact UPS to find out the status of your shipment and to ascertain if an address change is possible. If it is, then a fee may be applied by UPS and the delivery time may increase.


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Yes - all orders shipping to a PO Box will be sent via USPS Ground.


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Yes - all orders shipping to a PO Box will be sent via USPS Ground, and will also have a longer delivery time.


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Yes, we do. Shipping to Canada is done via the UPS Standard service. Please note that the rates do not include any applicable duties that may be due to Canada Customs. Canada Customs will require Canadian recipients to pay applicable duties and taxes on every shipment entering Canada. A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer's behalf. UPS will request payment of additional charges (duties and taxes) at the time of delivery. Please note, orders over $200 CAD may incur additional fees.


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Yes, we offer international shipping


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International orders cannot be refunded or returned. Han Crystal is not responsible for custom fees, duties, or taxes.


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To ensure you receive your crystal before Valentine's Day 2020, you need to place your order by the following dates:

  • Regular  - by February 4
  • Express 2nd Day Air  - by February 9
  • Next Day Air  - by February 10

If you place your order after these deadlines, we cannot guarantee delivery by Valentine's Day.

Please note: The above does not apply to Alaska, Hawaii, and Canada.


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To ensure you receive your crystal before Mother's Day 2020, you need to place your order by the following dates:

  • Ground  - by May 6
  • Express 2nd Day Air  - by May 8
  • Next Day Air  - by May 10

If you place your order after these deadlines, we cannot guarantee delivery by Mother's Day.

Please note: The above does not apply to Alaska, Hawaii, and Canada.


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To ensure you receive your crystal before Father's Day 2020, you need to place your order by the following dates:

  • Ground  - by June 7
  • Express  2nd Day Air  - by June 12
  • Next Day Air  - by June 14

If you place your order after these deadlines, we cannot guarantee delivery by Father's Day.

Please note: The above does not apply to Alaska, Hawaii, and Canada.


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To receive your crystal before Christmas, please place your order by the following dates:

  • Ground  - by December 13
  • Express 2nd Day Air  - by December 16
  • Next Day Air  - by December 19

If you place your order after these deadlines, we cannot guarantee delivery by Christmas.

Please note: The above does not apply to Alaska, Hawaii, and Canada.


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Click the ‘Create your crystal' button on the homepage.Choose the crystal shape. In the order page, Choose your crystal size. You can then add all of the details for customizing your crystal, such as adding a picture and/or text for engraving.You also have the option of adding a light LED base and which lights up the image inside the crystal. Then you decide on the quantity and add any special instructions you may have (see above). At the bottom of the page you need to click ‘Add To Cart ' which takes you to the Check Out page where you add your address and payment details.


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The time taken to produce your individual crystal normally takes between one to two business days. However, please note that during the busy holiday season, this processing time may change.


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We are able to change your order as long as it has not been processed. If you wish to change your order, email us at info@hancrystal.com with no delay, and we can let you know the status of your order, and if you are able to change it.


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Since the crystals are custom made we are only able to cancel an order before it is processed. If you would like to cancel your order, please contact us via phone or email as soon as possible and we will let you know if the order is at the stage where it can still be canceled.


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Yes, we do. You simply need to contact Customer Service at 714.587.5857 or email us at info@hancrystal.com and we will be very happy to assist you with this.


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As soon as we receive your order, you will get an order confirmation email. If this doesn’t happen, please contact us at info@hancrystal.com If you cannot see the email confirmation, please check your spam and junk folders in case it has ended up in there. However, if you still can't find the confirmation email, there may be an error in your email address. In this case you should email us at info@hancrystal.com and we will happily resend the confirmation email.


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We provide a 'Special Instructions' section during the checkout process, where you can specify any special requests you may have. We always do our very best to meet our customers’ special requests. However, if your request is not possible to fulfil, we will contact you to inform you of this.


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Our office is open Sunday through Thursday, from 10am to 5pm Friday from 10am to 2pm. Our website is accessible 24/7, so you can place an order at any time.


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Payments

You can pay via any of the major credit cards, including American Express, Discover, Mastercard, and Visa. You can also pay via PayPal.


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If you encounter an error message while trying to pay for your order there are several possible reasons for this. Please check that your credit card billing address, phone number, zip code, and CVV number have been entered correctly. If you are sure that all of the information is correct, please contact your credit card provider. Some companies may ask you to verify your purchase before you can place an order.


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In grateful recognition of their continued service and dedication to our country, we are proud to offer a 20% discount to all Military, Police and Firefighters personnel - both active and retired. In order to qualify for the discount, all such personnel must email a picture or scan of their military ID. Please email this to info@hancrystal.com The name on the ID must match the name on the billing or shipping address of the order


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To protect your privacy and ensure your financial security we never store anyone’s credit card information. Your credit card number will only be captured during the check out process. Once the order has been placed, we no longer have any further access to your credit card information.


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In a word, yes. We take the security of your personal information very seriously, therefore, we will never share your personal information with any third parties under any circumstances. The trust of our customers is vital, so we will always endeavour to protect the security and privacy of any personal information given to us.


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