Complaint procedure

We prioritize every complaint and process it as quickly as possible. You will receive a response within 2 working days (we operate Monday to Friday, 7:00 AM - 3:00 PM), and we aim to resolve the complaint immediately once a solution is determined.

Complaints about prints are typically processed within 3 working days from the date of the complaint, with missing or corrected orders shipped promptly. For orders containing other products, processing may take up to 5 working days. In cases requiring additional arrangements with the photographer, the speed of your response is important.

Submitting a Complaint — Please note that we accept complaints ONLY through the completion of the complaint form available [HERE].

Important!

We do not accept complaints via any other method than the one described above.

Shipping the Damaged Product:

1. Include your order number and album title with the shipment, allowing us to quickly match your complaint with the package.

2. Carefully package the product with a thick layer of filler (e.g., paper) and protective material, ideally using a sturdy cardboard box with special attention to the product’s corners. This helps ensure the package arrives undamaged.

3. Take a screenshot of any shipping costs you incur; you will need this to complete the complaint form. If your complaint is approved, we will refund the shipping cost and return the corrected product at our expense.

4. Send the package to:

   CRYSTAL-ALBUMS
   ul. Daszyńskiego 55
   42-400 Zawiercie

Please note that courier companies are not responsible for damage caused by improper packaging. Therefore, proper and secure packaging is essential. We reserve the right to charge additional costs if a product arrives damaged due to inadequate packaging.

Please use a courier service, not Poczta Polska, for your shipment!