Frequently asked questions

We dispatch most orders within 1–2 working days, and larger or special orders within 5. Delivery then takes a further 1–3 working days, so the typical total is 3–7 working days from order to doorstep. During busy periods such as Christmas, dispatch may take a little longer.

UK standard delivery is free on orders over £30, and £4.99 on orders under £30. UK Express is £6.99 and arrives the next working day after dispatch (Monday to Friday) — note that Express speeds up the postal leg only and does not shorten engraving time. International delivery is £19.99 to the EU and £23.99 to the rest of the world. All orders are tracked, and the tracking number is included in your shipping confirmation email.

Yes — all our crystals are laser engraved in Britain at our UK facility. This means faster dispatch times and full quality control on every single order.

Every order includes free AI image enhancement, free text engraving, and free UK delivery on orders over £30 — all included as standard. Our crystals are laser engraved in Britain, meaning faster dispatch and full quality control on every order. Every order is also backed by our 30-Day Remake Promise. We do not charge extra for any of these.

Yes. Every photo is processed with our free AI image enhancement tool before engraving. This improves sharpness, contrast and depth — ensuring the best possible result even from everyday phone photos. There is no extra charge; it is included with every order.

No — please send your photo as it is without cropping or editing it first. Our in-house team will handle all the editing, including background removal and our free AI image enhancement, to get the best possible result from your image.

As a guide, smaller crystals such as keyrings and mini cubes work well for single-subject photos like a pet portrait or individual face. Medium and large rectangles and cuboids suit group photos or images with more detail. Our Crystal Size Guide shows every shape we make with all its sizes in millimetres, and whether it suits 3D images or 2D flat photos only. If you are unsure, contact us before ordering and we will be happy to advise.

Yes — every order includes a free mock up digital preview so you can see exactly how your crystal will look before you place the order.

Yes — many of our customers choose a crystal as a memorial keepsake to honour a loved one or a beloved pet. We handle every memorial order with care and sensitivity. Older photographs are rarely a problem: our free AI enhancement, combined with manual editing by our own team, means we can work with scanned prints, faded images and even photographs of photographs. If there is a genuine issue we cannot resolve, we will always contact you before engraving anything.

You can use almost any photo — including old printed photos which you can mail to us and we'll return them with your crystal. For best results, use a clear, well-lit image with the subject in focus. Photos with dark lighting, blur, or low resolution may not engrave as sharply as high-resolution images.

Every photo is automatically enhanced using our free AI image enhancement tool before engraving, which improves sharpness, contrast and depth. If you'd like your image quality checked before ordering, simply send it to us and we'll let you know if it's suitable.

If you have any doubts about your photo, please contact us first and we'll be happy to advise. Every order is also covered by our 30-Day Remake Promise, so if the finished crystal isn't right we'll remake it free of charge.

Our in house team will produce your product based on the best possible layout of the item ordered. For engraved items, this could include photo cropping or background removal. If you require certain items of your photo preserving please message us immediately after placing your order to advise us of this.
We cannot be held liable for spelling mistakes that the purchaser has made at the time of placing the order. Please double check spellings as the item will be produced exactly as entered onto the screen.

For the best engraving result, use a clear, high-resolution photo with good contrast and a well-lit subject. Avoid images that are too dark or overexposed, as these can result in a loss of detail in the final engraving.

Our free AI image enhancement automatically improves sharpness, contrast and depth on every order — but it works best when starting from a reasonably clear photo. If you're unsure whether your image is suitable, send it to us before ordering and we'll check it for you free of charge.

Yes — by default we remove the background from all photos before engraving, as this gives the clearest and most detailed result on the subject. If you'd prefer to keep the background, or have any specific requirements, simply let us know when you place your order or send us your photo.

Our 30-Day Remake Promise: if your crystal isn't right, tell us within 30 days of delivery and we'll remake it free of charge. That covers a fault, an engraving mistake, transit damage — and simply the case where the finished piece isn't what you hoped for. It isn't conditional on us having got something wrong.

You don't need to prove anything or return the original — a photograph is enough. One free remake per order. Please don't post anything back before contacting us, as we can almost always sort it from photographs and a remake is quicker for you. If something does need to come back, we'll email you a free prepaid tracked postage label. Returns are always free, with no minimum order value.

Just ordered and want to change something? Email sales@incrystals.co.uk immediately. Production usually begins within 24 hours, and we can amend, or cancel and refund in full, before it starts.

Faulty items: you have a legal right to reject a faulty item and receive a full refund within 30 days of delivery. We honour that without argument.

Change of mind: personalised items are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013, so we can't refund a change of mind on a personalised piece — but the remake promise applies instead.

Accessories such as LED bases and stands aren't personalised, so full cancellation rights apply: 14 days to tell us, a further 14 days to return them unused in original packaging, refunded within 14 days.

Christmas orders: anything ordered between 1 November and 24 December has 95 days from the order date.

Photo engraving uses a high-precision laser to etch your image directly into the crystal. As light hits the surface, the engraving becomes visible with a beautiful three-dimensional effect inside the crystal. All engraving is carried out in-house at our UK facility using specialist laser engraving machines, giving us full quality control over every order.

All our photo crystals are made from high-quality K9 optical glass — the same premium material used in fine glassware and optical lenses. K9 crystal offers exceptional clarity, making it ideal for displaying the fine detail of laser engraved images. Being glass, they are also waterproof and highly durable.

2D photo crystals are flat and display your photo as a two-dimensional image inside the crystal. When viewed from the front you see the full image, but from the side it appears as a single flat plane. Most 2D crystals are slim and sleek in shape.

3D photo crystals are thick, solid blocks — typically between 20mm and 100mm deep — which allows your photo to be converted into a fully three-dimensional engraving with 180° of depth, texture and detail. The result is a stunning, lifelike representation of your subject that can be viewed from multiple angles.

Some shapes, such as classic flat crystals, wedges, slim frames and pendants, are suitable for 2D flat images only. Each shape is labelled in our Crystal Size Guide.

For 2D crystals, you can use virtually any photo — from ultrasound baby scans to professional photoshoots. As long as the image is clear and high resolution, we can engrave it onto any of our 2D crystal products.

For 3D crystals, the standard products are designed for faces of people and animals, as these require specialist software and skilled artists to create the three-dimensional conversion. We can also produce other subjects in 3D, but these are priced individually depending on complexity — please contact us for a custom quote.

Yes — we can combine multiple photos into a single crystal. As our online ordering system only supports one image upload at a time, simply place your order first and then email us your order number along with all the photos you'd like to use. Our team will merge them into your chosen crystal.

No — the logos you see on our product images are only there to protect our photography from being copied by inferior competitors. Your finished crystal will have no logo on it whatsoever, just your personal photo or design.

No — we engrave text exactly as submitted, so please double-check all spelling, capitalisation and punctuation carefully before placing your order. We cannot be held responsible for errors in text provided by the customer. If you spot a mistake after ordering, contact us as quickly as possible and we will do our best to amend it before production begins.

Yes — while our standard 3D service is designed for human and animal faces, we can create 3D engravings of other subjects including cars, buildings and other objects. Each custom project is priced individually based on the complexity of the subject. Please contact us for a quote before ordering.

Crystals look best when lit from below or placed in a bright area against a dark background, as this brings out the depth and detail of the engraving. We supply LED light bases for most crystal shapes which illuminate the engraving beautifully — ideal if you don't have a naturally well-lit display spot. We recommend adding a light base to any crystal that will be displayed on a shelf or desk.