Page: FAQs

To place your order, browse through the products by category or room. Select the product you wish to purchase and add it to your shopping cart. You can either continue to shop or proceed to the checkout page, where you must fill in your personal information. Place your order and wait for a confirmation message to ensure that the process is complete.

You can retrieve your order number by logging into your online shopping account and checking your order confirmation email.

If you are unable to view a previous order or cannot find the tracking number for your order, please contact customer service or write to: info@jmcrystal.com

You can cancel your order within a short period of time. If you want to cancel or change your order, please contact JM customer service via email info@jmcrystal.com, but please note that if your order exceeds 4 hours, a 30% fee will be charged for compensation.

All our products include standard delivery service, so you don't need to pay any shipping fee, but if you need to upgrade to express delivery, please contact us at info@jmcrystal.com to inquire about the shipping fee.

Shipping Processing and Cutoff Times for the United States

• Typically, shipping takes between 3 to 15 business days (Monday to Friday).

Shipping Processing and Cutoff Times for Canada

• Typically, shipping takes between 5 to 20 business days (Monday to Friday).

Processing Time for Orders in the United States

• Processing time is between 5 to 10 business days (Monday to Friday).

Processing Time for Orders in Canada

• Processing time is between 5 to 10 business days (Monday to Friday).

We currently only ship within the United States and Canada. If you need to purchase our JM products in other countries, you can contact our customer service: info@jmcrystal.com

We cover the taxes and fees for our standard shipping methods, but if you need to upgrade to express shipping, you will be responsible for the taxes and fees incurred.

You may return most purchases made on our e-shop within 30 days of purchase. Please note that clearance items, special items, parts, items are final sale and cannot be returned.

1. Determine if your order is eligible for a refund/return.
2. Submit an inquiry to info@JMcrystal.com.
3. Confirm the refund amount with us.
4. Follow the return address and shipping label instructions provided.
5. Pay the shipping costs for your return.
Please provide us with your tracking number.
6. We will process your refund within 3-7 business days after we receive the returned merchandise.

If you find that the package is damaged during transportation, please refuse the courier if possible and contact our customer service. If you receive the package when you are not present, please contact customer service for further instructions.

Unfortunately, we don’t offer cash on delivery. But we have a lot of options that allow flexible payments and vouchsafe your money in case you need to initiate a return due to product faults.

We (JMcrystal) accept the following payment methods:

Shop Pay
Cards
Visa
Mastercard
American
Express
Diners Club
Discover
Wallets
Apple Pay
Google Pay

Once you choose to check out, you will be redirected to our secure payment gateway, where you can complete your payment using PayPal or a credit card. You can choose the most convenient payment method during checkout to complete your purchase.

The electrical parts of our products are UL certified

For areas with higher winds, we recommend using duct tape or Loctite on the gooseneck threads to prevent the unit from turning.

All of our fixtures can be used with any medium-base (E26) LED or incandescent bulb. For LED bulbs, the things you should evaluate are (1) lumen output and (2) color temperature. The higher the lumen output, the more illumination. The higher the color temperature, the brighter the white light; the lower the color temperature, the more amber or orange the light will be. Our fixtures are all dimmable as long as you use a dimmable bulb. (Please note: For bulbs that require a base, we give away the bulb. However, the bulb is not covered under warranty. For LED products, we include the LED light source.)

To ensure the highest quality and authentic craftsmanship, all our rugs are shipped directly from our artisanal workshops in India. This "source-to-home" model allows us to deliver premium, handmade pieces while ensuring our weavers receive fair compensation.

Every rug in our collection is 100% handcrafted by skilled artisans. We specialize in traditional techniques such as hand-knotting, hand-tufting, and hand-looming. Because they are handmade, each rug is unique; slight variations in pattern or color are a testament to its artisanal origin.

JMcrystal rugs reject the factory assembly line. From the selection of premium wool and manual dyeing to the intricate weaving process, every step is performed by hand. This 15-day period is essential to ensure the structural integrity and perfect texture of the piece. High-quality art is worth the wait.

Since each rug is made-to-order and shipped internationally:

• Production: Approximately 15 business days.
• Shipping: Approximately 7-10 business days via international courier.
• Total: You can expect delivery within 4-5 weeks after placing your order.

We strive for 100% accuracy, but please note that natural fibers (like wool, silk, and jute) take dyes differently. Additionally, screen settings may vary. The beauty of a handmade Indian rug lies in its subtle, organic differences—no two rugs are exactly alike.

Vacuuming: Vacuum regularly on a low-power setting without a beater bar.

• Spills: Blot (do not rub) spills immediately with a clean, dry white cloth.
• Professional Cleaning: We recommend professional cleaning every 1-2 years to maintain the fibers.
• Shedding: New wool rugs may shed slightly for the first few weeks; this is normal and will subside with regular vacuuming.

Yes! Just like our bespoke lighting, many of our rug designs can be customized to your specific dimensions. Please contact our team at info@jmcrystal.com to discuss your custom project.

Because we use natural materials and traditional washing processes, there may be a slight "natural fiber" scent when first unrolled. This typically dissipates within 48 hours in a well-ventilated room. Shedding is a natural characteristic of high-quality wool and will decrease over time.

Since production begins immediately to honor our 15-day timeline, please contact us within 24 hours of placing your order for any changes. Once the weaving process has started, we cannot modify or cancel the order.

During the 15-day production phase, you can contact our customer service at any time for an update. Once the rug is completed and dispatched from India, we will immediately email you an international tracking number.