Shipping & Delivery
1. How long does it take to ship?
Orders will be dispatched within 5 business days. Actual delivery time varies by destination. After shipping, we will send you a tracking number by email.
2. Do you offer free shipping?
Orders over $50 USD enjoy free standard doorstep delivery. For orders under $50, shipping costs will be clearly calculated and displayed at checkout.
3. Do you ship internationally?
Yes, we ship worldwide. Depending on the regulations of the destination country, customs duties, import taxes, or handling fees may apply and are usually borne by the buyer, unless otherwise stated at checkout.
4. Can I track my order?
Yes. After your order is shipped, you will receive an email with a tracking number.
Returns & Exchanges
1. What is the return policy for original design (non-custom) items?
Non-custom original design items can be returned or exchanged without a reason within 14 days of receipt. The item must be unused, undamaged, unworn, and have original tags and packaging intact. The buyer is responsible for return and exchange shipping costs.
2. Can DIY or custom items be returned?
No. DIY and custom items are Final Sale and are non-returnable and non-refundable, in accordance with Article 16(c) of the EU Consumer Rights Directive (2011/83/EU) and equivalent international regulations.
3. How do you confirm custom orders before shipment?
Before custom orders are shipped, we will send you real product photos for confirmation. The order will only be shipped after you confirm you are satisfied.
4. What if I'm not satisfied with a single crystal after receiving my custom bracelet?
Please contact our customer service for verification. Once confirmed, we will include up to 2 replacement crystals for free in your next order. You don't need to return the original crystal.
5. What if I receive a damaged or incorrect item?
Please contact our customer service within 48 hours with photos of the outer packaging and the item, along with your order number. We will arrange a replacement, refund, or return label depending on the situation.
Product & Authenticity
1. Are the bracelets made of natural crystal?
Yes. All HOCATORIA products use natural crystals as the core material. Natural crystals may contain inclusions, ice cracks, cotton-like veils, color differences, or minor mineral pits. These are natural characteristics, not defects, and cannot be used as reasons for return or exchange.
2. Do you disclose any treatments?
Yes. If a product has been heat-treated, dyed, coated, resin-stabilized, or lab-grown, we will note it in the title, description, or specification table. We will never describe treated stones as fully natural.
3. Is there a color difference between the actual product and the photos?
Due to lighting conditions during photography or screen display, there may be slight differences. The actual product shall prevail.
Sizing & Customization
1. How do I choose the right bracelet size?
Measure your wrist snugly with a soft tape, then add about 0.5–1.5 cm for a comfortable fit.
· 6mm beads: suitable for slim wrists or stacking
· 8mm: everyday versatile
· 10mm and above: statement style or larger wrists
Most styles support custom sizing.
2. Can I fully customize a bracelet?
Yes. We offer DIY custom service, made to your specifications. Please note that custom items are Final Sale and non-returnable.
3. Is there any significance to the bead count?
Some customers choose 108, 18, 21, etc., based on personal or meditative preferences. Unless sold as a religious mala, the bead count is mainly decorative.
Care & Cleansing
1. Can I wear my bracelet while showering or in water?
We recommend taking it off before showering, swimming, sauna, or exercise. Prolonged exposure to water or chemicals may dull the polish, loosen the cord, or affect dyed/coated stones.
2. How do I cleanse or "reset" my crystals?
Common personal cleansing methods include placing the bracelet on a selenite plate, moonlight exposure, smoke cleansing, or briefly rinsing water-safe stones with clean water. Amethyst and rose quartz should be kept away from direct sunlight. This is a personal practice, not a scientifically proven process.
3. How often should I replace the elastic cord?
For daily wear, we recommend checking every 3–6 months. Replace it promptly if it becomes loose or frayed. We offer restringing service or replacement cord kits.
Crystal Meanings
1. Do crystals have healing powers?
HOCATORIA products are spiritual and decorative accessories. They do not have medical, diagnostic, or therapeutic functions, and are not intended to treat any disease. Please view them rationally.
2. What do different crystals symbolize?
For example: Amethyst symbolizes calmness and wisdom; Rose quartz symbolizes love and kindness; Citrine symbolizes confidence and abundance; Black obsidian symbolizes grounding and protection. These are traditional symbolic meanings, not guaranteed effects.
3. Which wrist should I wear it on?
There is no set rule. Many people follow the traditional "left in, right out" principle — receiving on the left and releasing on the right — but it mainly depends on personal preference. For comfort and durability, we suggest wearing it on the wrist you use less.
Payments & Orders
1. What payment methods do you accept?
We accept Shop Pay, Visa, Mastercard, American Express, Apple Pay, and PayPal (where enabled). All checkout pages are protected by SSL.
2. Why are prices listed in USD?
All prices on our website are shown in USD. Your payment provider may charge additional currency conversion fees.
3. Can I modify or cancel my order?
Orders can be modified before fulfillment begins. Please contact us as soon as possible with your order number. After shipment, the return policy or custom final sale policy applies.
4. What if an item is out of stock?
If we are unable to ship the order due to insufficient stock, we will cancel the order and issue a full refund.
Legal & Contact
1. Are my local consumer rights protected?
Yes. Our terms will not limit any mandatory legal rights granted to you by the consumer protection laws of your country or region. In case of conflict between our terms and mandatory laws, local laws prevail.
2. Can I use HOCATORIA images or designs?
No. All text, logos, totems, design drafts, and product images are the exclusive intellectual property of HOCATORIA, and unauthorized copying or commercial use is prohibited.
3. How do I contact you?
Email: info@hecatoria.com
WhatsApp: +86 18221299332
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