💎Frequently Asked Questions

It is a polished optical-glass keepsake with your photograph engraved inside the crystal rather than printed on its surface. The finished portrait appears suspended within the clear crystal and can be viewed from different angles.

K9 is an industry name for a clear optical-grade glass commonly marketed as K9 crystal in gift products. Its clarity, polished finish, and consistent appearance make it well suited to displaying a personalised image inside the crystal.

No. K9 crystal is manufactured optical glass, not quartz mined from the earth and not a healing crystal. The word crystal describes the clear, polished gift material used by the industry; the value of the finished piece comes from its optical quality, engraving, and personal design.

K9 optical glass provides the clarity and consistent finish needed for a clean-looking image inside the crystal. Ordinary decorative glass can vary in colour, clarity, and internal imperfections, which can make the finished image harder to see.

ACM prepares your approved photograph for the selected product and engraves the finished image inside the solid crystal. The outer surface remains smooth because the personalised image is inside the crystal rather than printed or attached to the outside.

No. The portrait is a subsurface engraving, so the main polished faces remain smooth and the image sits within the block. The exterior can still collect fingerprints or be scratched by rough handling, just like other polished glass, so handle it carefully.

The image inside the crystal is not a colour print. It appears as a pale, tonal portrait within the clear glass, with light and shadow carrying the important facial and photographic detail.

ACM prepares suitable photographs so the finished portrait has a dimensional appearance inside the crystal. The visible result depends on the source photo, the chosen product and size, and the viewing angle. The online preview helps confirm the composition but is not an exact photograph of the finished crystal.

Match the crystal to the composition of your photo. Portrait crystals suit one or two upright subjects, while landscape formats give groups, couples standing side by side, vehicles, and scenery more horizontal room. Also consider where the crystal will sit and whether you want it paired with a light base.

More subjects need more engraving area to keep each face readable. Choose a larger size when the photo contains a family, group, or detailed background, and use the product page's usable engraving-area information as your guide. If faces already look tiny in the source photo, increasing the crystal cannot recreate detail the photo never captured.

The highest-resolution original with complete, clearly visible faces gives the best starting point. ACM's latest 3D image-generation process can nevertheless work with almost any photograph. We assess, clean, and refine the image as part of the image service included in the price. Only in the rare case that the source cannot produce a satisfactory result will we contact you and ask for another photo.

Both colour and black-and-white photographs, old or new, can be transformed into 3D. Upload the version with the clearest detail and most complete faces. A colour original may preserve more information, but the finished engraving has a pale, monochrome appearance inside the crystal.

Yes. Old printed photographs are welcome and can usually be transformed into 3D. Scan the photo at good quality or photograph it straight-on in even light, avoiding glare and reflections where possible. Send the best copy available; our included image service assesses and cleans it before production.

Yes. The original high-resolution photo gives the best starting point, but if a screenshot or social-media copy is the only version, send the largest one available. Our included image service will assess and clean the best available image. Complete faces are preferable because compression or cropping can remove detail that cannot always be reconstructed accurately.

Yes, provided the chosen crystal has enough usable space and the important subjects are visible. Keep-background and special-instruction options help explain which surroundings or objects matter. Only upload images you have the right and permission to use, especially when other people, children, artwork, or professional photography are shown.

The configurator normally offers a portrait-focused design with the background removed, and a paid Keep the Background option when the setting matters. Backgrounds can add context but may make a design busier, so review the preview and use Special Instructions if only a particular object or part of the scene should remain.

Open a product, choose the size you want, and select Configure Your Crystal. The selected product and its compatible crystal template are carried into the configurator. If no valid product and size were selected, the page asks you to return to the product catalogue first.

The configurator accepts JPEG, PNG, and WebP images. If a phone stores the photo in another format, export or save a high-quality copy in one of those formats instead of repeatedly taking screenshots, which can reduce image quality.

Open the image editor, drag the photo to move it, and use the plus/minus controls or supported scroll gesture to change its scale. Keep faces and essential details inside the indicated engraving area. Reopen the editor whenever you need to adjust the crop before ordering.

The preview is a design aid, not a photograph of the finished crystal. Device brightness, screen colour, apparent scale, and the displayed depth can differ from real optical glass. Use it to approve the composition, crop, text, and options; ACM may make small production adjustments needed for a clear finished image.

Yes. The text-engraving option supports two lines, font choices, size controls, and draggable placement in the image editor. Proofread every character and date carefully before checkout; ACM produces from the design and instructions you submit.

Use it for concise, production-relevant guidance that the preview cannot express clearly—for example, identify which person to include, which background object matters, or where text should sit. Instructions are requests subject to technical feasibility; they do not replace checking the actual preview.

Depending on the selected crystal, the configurator can offer text engraving, background retention, a compatible light base, and matching heart or rectangle keychains. The live order summary shows each selected fee. A light base is a separate physical product, while a matching keychain reuses the design at keychain scale.

A guest design is kept for 7 days and a signed-in account design for 30 days, measured from the last time it was reopened in the real configurator. Reopening restarts that draft window. Once a design belongs to a paid order, the order and design record remain, while the actual photo files follow the separate post-sale retention rule.

No. Saving creates a draft you can reopen; adding it to the cart still does not place an order. Production follows only after checkout is completed, Teya confirms successful payment, and ACM issues an order confirmation.

The paid order is recorded with a snapshot of the selected product, design, text, add-ons, price, delivery information, and accepted terms. It may remain Confirmed briefly while internal checks are completed, then move to Processing when photo preparation, layout, or engraving work begins.

ACM uses the product, crop, photo position, text, options, and instructions in your paid order to prepare the production design. The finished portrait is then engraved inside the selected crystal, checked, cleaned, packed, and sent or made ready for collection.

Yes, when reasonably needed for a technically sound engraving—for example, fitting the safe area or improving how submitted elements translate into the medium. These adjustments should preserve the approved design's intent. The clearer your crop, spelling, and instructions are, the less interpretation is needed.

Contact ACM immediately if you notice an error. A signed-in customer may be able to unlock and edit while the order is still Confirmed, but this is not guaranteed and any change or cancellation requires ACM's confirmation. Once the order is Processing, the personalised specification is locked.

It means substantive personalised work has begun or been committed, such as photo preparation, layout, or engraving. At that point the crystal is being made to your individual instructions, so ordinary change-of-mind cancellation and a full refund are no longer available. Rights relating to defects or delivery remain protected.

Use the estimate shown for your order at checkout or in the order confirmation because product workload, custom preparation, delivery method, and destination can differ. Production time and carrier transit time are separate. If the order is needed for a particular date, contact ACM before purchasing rather than assuming a deadline.

The intended workflow includes preparing, engraving, inspecting, and packing the finished piece before shipping or collection. Optical crystal should still be handled as a fragile glass item after inspection, and customers should check both the product and packaging promptly when it arrives.

No. A cart is only a working list and can still be reviewed, edited, or abandoned. Checkout shows the final products, personalisation, add-ons, delivery choice, addresses, discounts, VAT information, and total before you proceed to Teya payment.

The configurator's live summary shows the selected design options, and the cart and checkout repeat the relevant add-on lines. Review them at every stage. Light bases are listed as separate physical products; text, background handling, and matching-keychain fees are associated with the designed crystal.

Enter the code in the checkout order summary and choose Activate Coupon. The site checks whether it is valid, active, within its date and usage limits, and applicable to the order. Confirm the displayed discount and final total before proceeding to payment.

ACM maintains authoritative prices and checkout in Icelandic króna (ISK). The site may show an estimated display conversion for convenience, but the final payment, invoice, refund, and accounting amount is the ISK amount shown at checkout unless ACM expressly states otherwise.

Yes. Consumer prices are tax-inclusive, and checkout identifies the Icelandic VAT portion—currently the standard 24% rate used by the store—within the total rather than adding it unexpectedly afterward. The final checkout summary is the authoritative breakdown for your order.

Checkout can be configured to allow guest purchase or to require a signed-in, verified account. Follow the prompt shown at the time you order. An account provides easier order tracking, saved addresses, longer draft retention, saved designs, and invoice access; a guest must keep the confirmation and secure order-status link sent by email.

Checkout displays the fulfilment methods currently enabled for the order. If shipping is available, enter and verify the delivery address and charge. If only collection is available, choose how ACM should notify you—by phone or email—when the order is ready, and do not travel until that notification arrives.

Yes. Turn on Buying for a company at checkout and provide the company name and ID. The checkout can look up the company name from a valid ID, and the order snapshots those buyer details so a later account edit does not alter an already-issued invoice.

Teya Hosted Checkout is the secure payment page used to complete an ACM online order. ACM creates a payment session for the final ISK amount and sends you to Teya; Teya collects and processes the sensitive payment information, then sends you back to ACM's confirmation flow.

That redirect is expected. A hosted payment page keeps card entry inside the payment provider's controlled environment instead of building a card form into the shop. Check that the page is genuinely served by Teya, complete the payment there, and allow it to return you to ACM.

Teya's current Hosted Checkout information lists Visa, Mastercard, American Express, Apple Pay, and Google Wallet. The exact methods shown can depend on the live ACM/Teya configuration, your device, browser, region, card, and wallet eligibility, so rely on the options actually presented on the Teya payment page.

3-D Secure is an additional authentication check between Teya and your card issuer. Your bank may approve silently or ask you to confirm in its app, with biometrics, or by another method. Complete the bank prompt without repeatedly restarting checkout, then return to the original browser tab if necessary.

The hosted page is designed so Teya handles the full card details, security, and authorisation. ACM records order and payment results plus limited reference information useful for support and accounting, such as provider references and possibly card brand or last four digits, but not the full card number entered on Teya.

Read the message shown by Teya or ACM, check the card details and bank approval, and try again only when appropriate. Teya may let you retry with the same card or another available method. For repeated declines, contact the card issuer; for a technical checkout problem, contact ACM with the order reference but never send full card details.

Leaving before a successful authorisation does not create a confirmed paid order. Return to ACM and review the payment status before trying again. Do not assume failure solely because a tab closed; if the bank shows a charge but ACM has not confirmed the order, contact ACM so the provider reference can be checked.

Submitting checkout starts the payment flow but you can still leave before paying. The order becomes binding after Teya confirms successful payment and ACM issues the order confirmation. An unpaid draft, failed attempt, saved design, or cart is not a confirmed purchase.

Wait for ACM's success page and order confirmation after Teya approves payment. The confirmation includes the ACM order number. Keep the email and check spam or junk folders; a bank authorisation alone is not a substitute for the shop's order confirmation.

Signed-in customers can review orders in My Account. Guest customers receive a secure order-status link by email and should keep it private. Use the ACM order number when contacting support so the correct design and payment record can be found.

Pending Payment or Payment Processing means confirmation is not complete. Confirmed means payment succeeded and the order is queued for checks. Processing means personalised production is under way and the design is locked. Shipped and Delivered describe fulfilment progress; Cancelled or Refunded indicate that the original fulfilment path ended.

Confirmed provides a short operational window before substantive work starts, so the account may offer an unlock-to-edit action. That ability can close at any time and does not guarantee acceptance of a change. Processing means artwork or engraving work has started or been committed, so the production specification is locked.

At checkout you choose the available notification method, such as phone or email. ACM will use the contact details attached to the order. Wait for the ready notice and follow the pickup instructions in it; an order being Confirmed or Processing does not mean it is ready to collect.

When shipping is enabled, checkout shows the delivery charge and destination used for the contract. ACM remains responsible for transport risk until you receive the goods. Any tracking or dispatch details available for the chosen service are sent with the order update; carrier estimates are not guaranteed delivery dates.

Signed-in customers can download available invoice versions from the order area. The invoice preserves the buyer, line items, totals, VAT, and company details captured for that order. Guest customers should keep the emailed order documents and contact ACM if another copy is needed.

The current policy keeps the actual original and preview photo files for 90 days after the order's paid date, then clears those files from the retained design. The order, design record, design number, financial records, and necessary legal history remain. Download or safely keep your own original; ACM is not your permanent photo archive.

A crystal made from your photo, text, crop, or layout is produced to your individual instructions and falls under the personalised-goods exception to the ordinary 14-day change-of-mind withdrawal right. After the order enters Processing, it cannot be cancelled for a full change-of-mind refund. This does not remove rights relating to defects, damage, or incorrect goods.

It can apply to eligible non-personalised standard goods, such as an unmodified light stand bought separately, subject to the Terms and applicable law. Notify ACM within the required period and handle the item only as necessary to inspect it. Personalised items and any statutory exceptions are treated differently.

Contact ACM promptly with the order number, a clear description, and useful photographs. Personalisation does not cancel your legal remedies for a genuine defect, non-conformity, or wrong item. ACM will assess the issue and provide the appropriate repair, replacement, price reduction, refund, or other remedy required by the circumstances and law.

Keep the crystal, every piece of packaging, and the delivery label. Photograph the outer package, internal protection, and damage clearly, then submit the return/problem form promptly. ACM bears transport risk until receipt and needs the evidence both to remedy your order and to pursue the carrier claim.

Use the site's Return Request page and provide the ACM order number, name, email, reason, description, and up to five supporting JPG, PNG, or WebP images. If the matter is urgent or the form cannot be used, contact [email protected] or +354 761 7603. Do not send an item back before receiving return instructions.

Upload only content you own or are authorised to use and that ACM may lawfully process for the order. Consider privacy and consent for identifiable people, especially children, and permissions for professional photographs, logos, artwork, or copyrighted characters. ACM may refuse unlawful, abusive, infringing, or technically unsuitable material.

Customer images are stored in private cloud storage and accessed through time-limited links for authorised processing. Draft retention is 7 days for guests and 30 days for account designs; paid-order photo files are kept for 90 days after payment. Necessary order, accounting, consent, fraud-prevention, and legal records can be kept longer as described in the Terms.

Yes. Necessary cookies support login, cart, saved designs, consent, and checkout and cannot be disabled while using those functions. Preference, analytics, and marketing categories are managed from Cookie Settings in the footer. Optional analytics or advertising technology should not activate unless you allow the relevant category.

Lift it with clean, dry hands and preferably support it with both hands. Remove dust with a clean soft microfiber cloth; for fingerprints, use a lightly damp lint-free cloth and dry immediately. Avoid abrasive pads, harsh chemicals, impacts, extreme temperature changes, and unstable shelves. Never lift the crystal by a cable or light base.

A stable surface and an uncluttered or darker background usually improve contrast. A compatible LED light base illuminates the crystal from below and can make the image easier to see, especially in dimmer surroundings. Use only the base and power instructions supplied for that product, and keep the crystal secure from edges, children, and pets.

Open Terms & Conditions from the site's legal links. The page is divided into searchable accordion chapters, shows its version and effective date, and can be printed or saved as PDF. The version accepted for an order remains attached to that order even if ACM later publishes updated terms.

Use the Contact page, email [email protected], or call +354 761 7603. Include the product or ACM order number and explain the result you need, but never send a password, full card number, bank authentication code, or other unnecessary sensitive information.