We currently ship to the UK through Royal Mail at a flat rate of £5 per order. From time to time we may offer free shipping as part of a limited promotion, in this instance a voucher code will be available for use to our mail-list customers.
For international orders, we currently charge a flat rate to most European countries, USA, Canada and Australia using various carriers. If your country is not listed as one of our shipping options, please use our contact form and we will quote you shipping separately with the most reputable and best value courier we are able to access. If you have a multiple-piece order, please contact us prior to submitting your order and we will ensure we have the best possible quoted rate available for shipping to you. Please note we do not cover or account for any customers or acceptance charges for your parcels, these are your responsibility upon receipt. Thanks for your understanding.
All goods will be packaged adequately, if you have any concerns with your parcel when it arrives, please contact us as within 24 hours via our contact form.
Please choose products carefully as we don't refund or exchange products simply due to change of mind. Its important to carefully consider your purchase prior to ordering and we will always try our best to ensure you select the correct product. However, due to the nature of our products, we are unable to accept returns or exchange requests for change of mind, opened or used products.
All crystals are individually hand selected, each with their very own characteristics. Each piece may vary from the image on the website, especially where multiple quantities are suggested to be available. Where items are of the images shown, it will be listed on the page. An image of the packaging is shown on each product to give relative scale of the crystal. Unfortunately due to the nature of crystals, we are unable to exchange for a different piece.
If you receive a product that is deemed damaged by us, we will happily provide a full refund or replace the item where possible, including any postage costs incurred by you, provided the product is still available. As crystals are organic products, wear and tear over time is normal and is not considered a product fault. Our Crystals are delicate organic matter, and should be handled, stored and, if necessary, cleaned with the upmost care.
If you are not happy with a product you have received, please write to us to discuss. At our discretion, we will try to assist as best possible. Any items not thoroughly packaged to avoid damage during shipment in the instance where a return is agreed, will not be accepted.
If an exchange has been agreed with us, upon receipt of your package, we will be happy to exchange the item with any item/s that are available within our store, subject to balance being paid for items that are of a higher value than the original purchase. We will send any exchange items free of postage charges, once the transaction has been agreed.
How do I return an item?
If a return as been agreed after contacting us via the form on our site, we will then email you back with a return reference number and return address details. Once you have received the return reference number by email, please include it on your labelled package and send your items back, in all the original packaging, to us at the address in the email instructions within 28 days of the day you received your order.
Always include a daytime telephone number and your email address in case we need to contact you regarding your return.
Parcels are returned at your own cost, and we strongly recommend that you obtain a free 'proof of postage' certificate from the postal service you use, as we are only responsible for your package once it has been received to us here. Please note that items lost in transit will not be treated as returned and we will not be held responsible for any goods damaged in transit.
Thank you for shopping with The Crystal Company