Returns & Damaged Items
Most pieces in my shop are one of a kind and photographed in detail, so the crystal you see is the crystal you'll receive. Please look through all the photos and read the description, size and weight before you buy. If you have any questions about a piece, message me first. I'm always happy to send extra photos or videos.
Cancelling an order
Under UK law, you can cancel an online order within 14 days of delivery. If you choose to do this:
- You must tell me in writing, by [email / the contact form], within 14 days of your order being delivered.
- The item must be posted back within 14 days of telling me.
- Return postage is paid by you. Please use a tracked and insured service, as I can't refund items that are lost or damaged on the way back to me.
- Items must come back in the same condition they were sent, with any stands, pouches or cards included, and packed as carefully as I packed them.
- If a returned item has been chipped, scratched, damaged or handled beyond what's needed to look at it, I'll reduce the refund to reflect that.
- Once the item is back with me and checked, your refund will be made within 14 days. Original shipping is refunded at the cost of the cheapest standard service only.
This doesn't apply to items bought in person at markets or events.
Arrived damaged?
I pack every order carefully, but if something does arrive broken:
- Message me within 48 hours of delivery with clear photos of the item and the packaging and return label.
- Keep everything, including the packaging, until it's sorted, as Royal Mail may ask for it.
- I'll offer a replacement where I have a similar piece, a full refund, or a partial refund if you'd like to keep it.
Natural features are not damage
Natural crystals often have inclusions, internal fractures, pits, colour variations, rough patches or small natural marks. These are part of the stone, are shown in the photos wherever possible, and aren't grounds for a damage claim.
Randomly selected items
Where a listing says "randomly selected", you'll receive a similar piece to the one pictured, not the exact one. Variation in size, colour and pattern is expected.
No exchanges
As most pieces are one of a kind, I can't offer exchanges. If you'd like something different, please return the item under the terms above and place a new order.