FAQs

Where are you based?

Cheltenham, Victoria. Please email me if you would like to book a time to browse our stock as I sell from home so appointments are essential. 

Can I stockpile my order in case I want to add more items?

Yes, just chose the 'pickup' option at checkout and put in 'stockpile' in the notes/comments section. Just email us when you area ready to add postage. Stockpiles are for one month maximum.

Can I special order items?

Due to COVID unfortunately there is too many shipping delays so not taking special orders currently. 

Can I return items?

I totally get that sometimes crystals aren't what you expected or you don't connect to them. If you aren't happy with your items, they must be returned in brand new condition within 14 days of the item being received. Once the item is received I can offer a credit or refund. 

Insurance and signature on delivery

Unfortunately Shopify does not let you add these options at shipping. If you want insurance or signature on delivery (SOD only available for Auspost shipment) you must contact us within 24 HOURS of placing the order as we might have already sent it after that. We will then invoice you for insurance/signature on delivery.

What happens if an item arrives broken?

If an item comes broken please follow the following steps within 3 DAYS of the parcel being received and unpacked:

1. Send a photo of the broken item

2. Send a photo of the packaging material

3. Send a photo of the box WITH THE LABEL clearly shown

I will then open a claim with sendle up to $100. If I sent through Auspost, the claim has to be done through your side. 

If you haven't added insurance then I can't refund items worth more than $100.

Please note that if the description of the product states that the product may be chipped beforehand (will have a discount price as such), arrives 'as is' as for super soft items that may lose some bits of the crystal during transit such as tourmaline, or has small scuffs such as common in tumble stones, the product will not be refunded. 

What if an order goes missing?

As above, you must contact us within 3 DAYS of the parcel being marked as delivered. Unfortunately as stated above, I can only refund orders with a total value up to $100 unless you have added insurance.

Can I combine shipping from the live sales Facebook group and the website?

Yes, but please ensure to select the 'PICKUP' at shipping even if you aren't a pickup customer. Please then EMAIL or Facebook message us asking for a combined shipping quote and I will write a postage invoice separately. If this is not done and postage is paid at checkout, the orders will be sent separately as shipping is dependent on the weight of the order. 

The website will become 'locked' during the live videos so that items don't accidentally sell on both platforms.