Questions? We've Got Answers.
Before you create something that lasts forever,
Frequently asked questions
How does 3D crystal engraving actually work?
We use subsurface laser technology that creates over 1 million microscopic points inside the K9 crystal—not on the surface. Each point captures light differently, forming your 3D image.
The laser never touches the outside, so your photo stays protected inside the glass forever.
No fading, no scratching, no degradation. Ever.
Is my design created by software or real people?
Real people. Real artistry. Real time.
Every design passes through the hands of master 3D artists who:
- Enhance and upscale your photo to 4K resolution
- Analyze every shadow, expression, and detail
- Hand-sculpt depth layers one by one in 3D space
- Balance light and dimension to bring your photo to life
This process takes 2-4 hours per crystal. Not 5 minutes of automated software like other companies use.
We don't mass-produce. We craft. One moment at a time.
How long does the entire process take?
Design creation: 1-2 business days
Your approval: As long as you need (unlimited revisions)
Engraving + Quality Check: 2-3 business days
Shipping: 3-7 business days (depending on destination)
Total: 7-14 business days from order to your door.
*Business days = Monday-Friday, excluding Portuguese public holidays.
Note: We prioritize quality over speed. Your moment deserves the time it takes to get it perfect.
Do I get to see the design before you engrave it?
Absolutely! You'll receive a detailed mockup preview showing your crystal from multiple angles within 24-48 business hours. You can inspect every detail, facial expression, and depth layer.
We don't start engraving until you click "Approve."
Not happy? Tell us what to change. We revise it free, unlimited times. No questions asked.
What if my photo quality isn’t great?
Our artists are image enhancement specialists.
Before sculpting your 3D design, we:
- Upscale your photo to 4K resolution
- Enhance clarity and sharpness
- Clean up backgrounds
- Adjust lighting and contrast
- Remove noise and digital artifacts
We can work with almost any photo—even old, faded, or lower-resolution images. However, extremely blurry or heavily pixelated photos may have limitations.
Upload your photo and we'll assess it before you pay. If we can't make it beautiful, we'll tell you honestly.
Can you remove backgrounds or unwanted people?
Yes! Our artists can:
- Remove or replace backgrounds
- Isolate specific subjects
- Remove unwanted people, objects, or distractions
- Combine elements from multiple photos (additional fee may apply)
Just mention your request in "Special Instructions" when ordering. We'll confirm feasibility during the design phase.
What material is the crystal made from?
100% optical-grade K9 crystal—the highest quality glass used in museums, luxury awards, and fine art installations.
K9 crystal is:
- Completely lead-free
- Ultra-clear with zero distortion
- Specially formulated for subsurface laser engraving
- The same material we've used for Fortune 500 corporate installations since 2018
We never use cheap acrylic, resin, or regular glass. Only K9.
Will my crystal fade, scratch, or yellow over time?
Never. And we mean never.
Because the engraving is sealed INSIDE the K9 crystal (subsurface technology), it's completely protected from:
- Scratches and surface damage
- UV light and sun exposure
- Moisture and humidity
- Yellowing or clouding
- Time itself
We offer an INFINITE GUARANTEE against fading, fogging, or internal scratches. Your crystal will look identical in 50 years. That's our promise.
Does the LED base come included?
The LED light base is sold separately and highly recommended—it transforms your crystal from beautiful to breathtaking.
Our premium LED bases feature:
- Multiple color modes (white, warm, rainbow rotation)
- USB-powered (plug into any USB port or adapter)
- Touch-sensitive controls
- Energy-efficient LED technology
Available for purchase during checkout or separately.
How many revisions am I allowed?
Unlimited. And we mean it.
We've done 8+ revisions for customers who wanted every detail perfect. Your satisfaction matters more than our time.
We don't engrave until YOU say "this is perfect." Period.
Can I change my photo after placing the order?
Yes, but timing matters:
BEFORE design creation (within 24 hours): Full photo change allowed—just contact us immediately.
AFTER receiving your mockup preview: Photo changes require restarting the design process. We'll need to create a brand new 3D sculpture, which extends delivery time by 2-3 business days.
Contact us at design@momentsincrystal.com ASAP if you need to change it.
How long does shipping take?
Portugal & Spain: 3-5 business days
Rest of Europe: 5-7 business days
UK: 5-7 business days
USA & Canada: 7-10 business days
Rest of World: 10-14 business days
*Business days = Monday-Friday, excluding Portuguese public holidays.
Express shipping options available at checkout for faster delivery.
You'll receive tracking information via email once your crystal ships.
Do you ship internationally?
Yes! We ship worldwide from Portugal.
Popular destinations include:
- All EU countries
- United Kingdom
- United States & Canada
- Australia & New Zealand
- Brazil
- Middle East
- Asia
Shipping costs calculated at checkout based on destination and crystal size.
What if my crystal arrives broken?
We package every crystal with military-grade protective foam in premium gift-ready boxes. Breakage during shipping is extremely rare (less than 0.5% of orders).
IF your crystal arrives damaged:
1. Don't remove it from the packaging
2. Take clear photos showing damage and packaging
3. Email us within 48 hours at info@momentsincrystal.com
4. We'll ship a replacement immediately—free of charge
No hassle. No questions. Just a perfect crystal.
What’s your quality guarantee?
INFINITE GUARANTEE:
Your crystal is guaranteed for life against:
- Internal fogging or clouding
- Surface scratches affecting the engraving
- Fading or degradation of the 3D image
If your crystal develops any of these issues at ANY point in the future—even 10, 20, 30 years from now—contact us. We'll make it right.
PRODUCTION GUARANTEE:
Every crystal is inspected under 10x magnification before shipping. If we find any defect—micro-bubble, misalignment, image issue—we remake it. If it's not flawless, it doesn't leave our studio.
What if I’m not satisfied with the final product?
Contact us within 7 days of delivery with clear photos.
If the crystal:
- Doesn't match your approved mockup
- Has quality defects
- Has engraving errors
We'll remake it or offer a full refund. No questions asked.
However, because you approve the design BEFORE we engrave, satisfaction issues are extremely rare. The mockup preview eliminates 99% of surprises.
Why are your crystals more expensive than other sites?
Because ours are hand-sculpted art pieces, not automated mass production.
When you order from us, you're paying for:
✓ 4K photo enhancement by skilled artists
✓ 2-4 hours of hand-sculpting in 3D (per crystal)
✓ Unlimited revisions until you approve
✓ Corporate-grade quality standards (8 years serving Fortune 500 clients)
✓ Zero-defect inspection policy
✓ Museum-quality K9 crystal (not cheap acrylic)
✓ Infinite guarantee against defects
✓ Your design stored for 5 years
Cheap crystals use 5-minute software automation. They look flat, lifeless, disappointing.
Ours take hours of human artistry. They look alive.
You get what you pay for. Choose wisely.
Do you offer discounts for multiple crystals?
Yes! Volume discounts apply automatically:
- 2 crystals: 5% off
- 3-4 crystals: 10% off
- 5+ crystals: 15% off
Perfect for wedding parties, family sets, or corporate gifts.
Discount applies automatically at checkout.
What happens to my design after you create it?
Your 3D-sculpted design is securely stored in our archive for 5 YEARS.
This means:
- If you want to order additional crystals (different sizes, gifts for family), you don't pay design fees again
- If your crystal is lost, stolen, or broken, we can remake it using your original design
- No need to re-upload photos or go through approval again
After 5 years, we archive older designs to free server space. Contact us if you need to restore an older design—we'll try our best to recover it.
Can I order more crystals with the same design later?
Absolutely! Since we store your 3D design for 5 years, re-ordering is simple and fast:
1. Email us: "I'd like to order another [size] crystal with my [date] design"
2. We'll send you a direct checkout link
3. Production time is faster (no design phase needed)
4. Your new crystal ships in 3-5 business days
Popular reasons customers re-order:
- Gifts for family members
- Upgrading to a larger size
- Replacement after moving/accidents
- Multiple angles of the same memory
Do you charge customs fees or import taxes?
Shipping from Portugal (EU):
EU Countries: No customs fees (free movement within EU)
UK: Possible customs charges depending on value (paid by customer)
USA/Canada: Possible customs/import duties (paid by customer)
Rest of World: Customs policies vary by country
We mark packages accurately for customs compliance. Any import fees, taxes, or duties are the customer's responsibility and are NOT included in our shipping price.
Check your country's customs threshold to estimate potential fees.
Ready to Create Your Crystal?
Now that you know how it works, it's time to see it for yourself. Upload your photo. Our artists will transform it into a 3D masterpiece. You approve the design before we engrave. Zero risk.
Start Your Design →