Frequently Asked Questions

Welcome to the Frequently Asked Questions section. We at TrueCrystals strive to be as transparent to you our valued customers as is possible. We will not make promises that we cannot keep. If you do not find an answer to your question, please do drop us an e-mail.

Question: Will you ship to countries other than South Africa?

We are authorised and able to ship within South Africa and Africa. Please send us an e-mail stating the item number, item name and quantity and the final shipping address. We will then revert to you via e-mail with the relevant shipping charges.

Question: Are all items new?

Yes, all items are brand new.

Question: Are all items engraved with the Lalique signature?

All items are engraved by hand with the Lalique signature.

Question: What duties or VAT will I have to pay when an item is shipped to South Africa?

You do not have to pay any duties. You will only have to pay the South African VAT. The VAT amount that will be due is based on the value at which we declare an item. You can add a note during your check-out process to please reduce the declaration value, thus reducing the amount of VAT that will be due. We will revert to you by e-mail and finalise the details.

Question: Will I have to collect the item at the airport myself and deal with import paperwork?

No, the courier service that we work with will handle all the import paperwork and customs clearance and finally deliver the item to your doorstep.

Question: To whom do I pay the VAT?

You will pay the VAT amount directly to the courier driver.

Question: Which courier service do you use?

For your convenience we make use of TNT courier services. You will receive a tracking number of your parcel, so that you can check the status online any time of day.

Question: How long does it take for an item to reach South Africa?

The transit time to South Africa is max 4 days, including weekends.

Question: What payment methods do you accept?

You can easily make payment with either PayPal (pay with credit/debit card), Moneybookers (pay with credit/debit card) or direct bank transfer into a South African bank account.

Question: How do I place an order?

Once you have found an item that you would like to purchase, simply click on "ADD TO CART". A pop-up will appear on the top section of the browser, showing that you have added an item to your virtual shopping cart. You can either continue shopping or click on "CHECKOUT". Once you click on the "CHECKOUT" box, you will be directed to the check-out procedure. Simply follow the steps by entering your details as requested. We will automatically be notified of a new order and process it accordingly.

Do you have a minimum order value?

Yes, the miminum order value is EUR 1`000,-. Orders below EUR 1`000,- will incur an administration fee of EUR 100,-. If you do wish to place an order below EUR 1`000,- then please get in touch with us directly, as the online-store ordering system will not permit orders below EUR 1`000,-.

Do you speak other languages?

Yes, apart from English, we also speak German and Afrikaans.