Frequently Asked Questions

Question: How does the laser process work?
The laser is focused into the subsurface of the glass crystal, with high energy laser focus the structure is changed with small points. The laser beam is computer controlled and an image is formed thousands of small points later.

Question: How do I order online?
Step 1, choose your crystal shape. Step 2, customize your order by uploading the picture that you would like to be engraved into the crystal. You also have the option to add a line of text, for example, ” I Love You Mom”(Optional) – you may add a light base which will light up the image inside the crystal. Put in the quantity you would like to order and add any special instructions if needed. 

Question: How do I get my 2D image engraved into a 3D image?
Our highly skilled and trained designers work with the latest software and laser technology for image conversion. Just upload or email us your image and we’ll do the rest.

Question: How do I send my digital photo to you?
On Step Two you can simply upload your picture by clicking on the “Upload Picture” button. A window will open allowing you to browse through images stored on your computer. It is the same process as when you are uploading a picture to your email. You can also email it to us info@solidcrystals.co.uk

Question: Will the background of my photo be etched too?
The simple answer is No it will not; our designers will remove the background from the original image to be able to create the best 3d model which results in a perfect laser etched crystal. If you wish to keep the background of the photo, do let us know.

Question: How do I clean my photo crystal?

Dust can act as an abrasive and can “scratch” the surface. Make sure you only clean with a mild detergent and use a lint free cloth for drying.

  • If you notice that your crystal has a haze or clouding look to it, gently swab the surface with cotton balls saturated with warm water or white vinegar
  • If the cloudiness persists, try cleaning the crystal with a hard water stain remover but be careful to rinse the solution away quickly to stop the acid from penetrating the crystal.
  • When cleaning, make sure you have a rubber matt in the sink bottom, or a towel just in case your hands are slippery and your photo crystal drops.
  • Avoid soaps with lemon or bleach additives as they can harm the surface of your photo crystal.

Your laser engraved photo crystal is a beautiful keepsake that can be handed down from generation to generation. Taking these extra steps will preserve your photo crystal for years.

Question: How do I cancel an order?
Personalized orders can only be cancelled within FIRST 2 HOURS by telephone or using our online chat system.

Question: What image file types can I upload?
Our system can process almost any image file type. Common file types includes – JPG, JPEG, GIF, TIFF, BMP and PNG

Question: How do I know that you received my order?
You will receive confirmation from us by email as soon as your order is received, and again when being processed and the day your order is shipped. 

Question: What shipping methods are available?
Standard Free Shipping & Express Shipping Options. Check out your delivery options on product order page.
Saturday & Sunday shipping or delivery will only be on request at an extra charge.

Question: Do you ship internationally?
Yes, we do. We fulfill daily orders to the USA, Canada, Europe, Dubai etc. Please email us if you have any issues.

Question: What payments do you accept?
We accept PayPal, Stripe, and all major debit and credit cards including Visa, MasterCard.

Question: How do I redeem your store coupon/discount code? 
Enter the coupon code in the Coupon Code box on the check out page and click on Submit. The discount will then be applied to your order. Only one coupon may be used per order.

Question: What is your return policy? 
We are confident that our products will meet or exceed your expectations though we do offer a 7-day return or replacement on all online purchases for products that have defects. Re-shipping charges 35% will be applied to all replacements. Returned items must be in their original condition and packaging. Contact us to request a Return Merchandise Authorization via email.

Question: Do you store my debit/credit card information? 
No, we do not store your debit/credit card information. Your debit/credit card number is only captured during the check out process while our system “talks” to our payment processing gateway. It is not stored in our system.

Question: Is it safe to purchase online from your site? 
The transfer of sensitive information on solid Crystals is always protected against theft or misuse. When purchasing online, a solid key with a locked padlock icon will appear in the lower left of your browser window, indicating that your transaction session is secured through Secure Socket Layer SSL Certificate.

Question: Is my information safe? 
The security of your personal information is very important to us. We will never sell or rent your personal information to any third parties under any circumstances. We value your trust and will work hard to protect the security and privacy of any personal information you provide to us for our sole use.

Question: Are the transparent blocks made out of plastic or glass? 
The 3D Face scans are lasered into blocks of hiqh quality optical glass. It is the same quality of the glass for telescope lenses, such as those from NASA.

Question: Is it possible to make a 3D portrait from a photo? 
Yes, it possible to laser a 3D image of a standard photo. 

Question: Can you compare the 3D objects in glass with a hologram? 
The only similarity of the 3D subsurface engraving with a hologram is the threedimensional representation of objects. The effect, that a face seems to watch the viewer while you move the hologram, can be observed also with a 3D facescan in glass: simply look at the glass block from the backside and slightly move the glass block.

Question: Will the image vanish inside the glass or will it change color? 
The image stays the same in its brilliance and appearance. It will not turn yellow or change its look. The picture stays in the glass for eternity. Except, if you should heat it over 500°.

Question: How long does the process take? 
Processing your image takes 1 – 2 days. We have an expedited process, just email or call us and we can work with you to get any rush order to you.

Question: Can you laser our company logo in 3D into the glass? 
Yes, simple logos and graphics, which are not made of complex colour gradients and which are not a two dimensional illustration of a 3D object, can be lasered into glass in three dimensions. Please contact us