FAQ
Do you accept returns if I change my mind?
Because every crystal is one of a kind and hand-selected, we appreciate if you could take the time to select carefully. We recommend taking a moment with the description and photos before purchasing, and reaching out to us directly if you'd like guidance choosing the right piece or additional video footage. We don't offer returns or refunds for change of mind.Please read our full refunds and return policy.
What happens if my item arrives damaged?
We'll make it right straight away. Email us photos and video proof of the damage within 7 days of receiving your order, and we'll send a replacement or issue a refund, covering return shipping ourselves. Please read our full refunds and return policy.
How do I report a problem with my order?
Contact us at info.crystalsandme@gmail.com or message us on Instagram or Facebook @crystalsandme_. Photos and videos help us resolve things quickly.
Why does my crystal look slightly different from the photo?
We do our best to capture each piece in natural lighting to show its true beauty. Please note that crystals and natural stone materials inherently contain organic divots, inclusions, and subtle imperfections, these characteristics are part of their natural formation and are what make each piece beautifully unique and may be present in some pieces naturally.
As each piece is a natural formation, colour, shape, and size may vary slightly from the photos shown due to lighting, this is part of what makes your crystal genuinely one of a kind, not a fault.
Is there a time limit to report an issue?
Yes, please get in touch within 7 days of receiving your order so we can help as quickly as possible.
Orders
How do I place an order on your website?
To place an order, simply select the product you wish to purchase, choose the desired quantity, and add it to your cart. Then proceed to checkout, where you can enter your shipping and payment information.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and other secure online payment options, including AfterPay.
How long does it take for my order to arrive?
Orders are usually processed within 1-2 Days and based on where you are located are delivered within 2-5 business days within the Australia and 2-7 Days internationally.
How do I track my order?
You will receive a tracking number by email once your order has been shipped. You can use this number to track the status of your shipment on our order tracking page.
What is your Return Policy?
Our range of products all include a 30-day satisfaction guarantee. All Crystals and Me product claims for which are misprinted, damaged or expired must be submitted within 30 days after the product is received. You can find full details via our Refund Policy.
Shipping
How much does shipping cost?
Shipping costs may vary depending on the size of the order and the shipping destination. You can see the shipping cost for your order during checkout before completing the purchase.
Can I change the shipping address for my order after it has been placed?
If you need to change the shipping address for your order, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee that changes can be made after the order has been processed.