Refund policy

SHIPPING POLICY

  • Estimated Shipping Times
    • Approximate Delivery Times
      • Europe: Approximately 7–14 business days after dispatch.
      • Remote European regions and islands: Approximately up to 20 business days after dispatch.
      • Rest of the world: Approximately 20–40 business days after dispatch.
      • Remote international destinations: Approximately up to 50 business days after dispatch.
      • Please note: All delivery times are approximate estimates and are calculated from the date of dispatch, not from the date the order was placed. Actual delivery times may vary depending on the destination, carrier, customs procedures, local postal services, weather conditions, public holidays and other circumstances beyond our control.
    • Dispatch & Delivery Responsibility
      • Our responsibility is to prepare and dispatch your order as safely and promptly as possible.
      • Once your parcel has been handed over to the postal or courier service, its transportation and final delivery are managed by the carrier, customs authorities and the postal service in the destination country.
      • Although we remain available to assist with tracking information and reasonable delivery concerns, we do not control the parcel’s movement after it has been accepted by the carrier.
      • We kindly ask customers to treat postal, courier and delivery workers with patience and respect. They are people working through many locations, weather conditions and logistical challenges to bring parcels safely to their destinations.
    • Order Processing
      • Orders placed after 10:00 AM PST are processed on the following business day.
      • Orders placed after 10:00 AM PST on Fridays are processed on the following Monday.
      • Business days are Monday–Friday, excluding scheduled closures and public holidays.
      • We do not process or dispatch orders on weekends.
    • Closures & Maintenance
      • Our fulfilment centre will be closed intermittently between January 25th and February 1st for system maintenance.
      • Orders placed after 10:00 AM PST on January 25th will be dispatched on February 1st.
      • Dispatch may occasionally be delayed by a few days due to maintenance, internal processing requirements or other unforeseen circumstances.
    • Shipping Notifications & Tracking
      • You will receive an email once your order has been dispatched.
      • Please allow 3–5 business days, excluding closures, for the first tracking updates to appear.
      • Tracking information may not update at every stage of the journey, particularly while a parcel is travelling between countries or awaiting customs processing.

    RETURNS & EXCHANGES

    We want you to be completely satisfied with your purchase. All crystals are natural products and may contain natural cracks, inclusions, colour variations or other unique features. These natural characteristics do not qualify as damage or defects.

    However, if you are unhappy with your purchase for another reason, please contact us. We are here to help and will gladly review eligible refund or exchange requests. We care about you and your experience with us.

    Return Window

    • You have 14 days from the purchase date to initiate a return.
    • If more than 14 days have passed, we may be unable to offer a refund or exchange.

    Return Conditions

    • Items must be unused and in their original condition.
    • Items must be returned in their unopened, original packaging.
    • Certain items cannot be returned, including:
      • Fragile, unique or heavy items weighing more than 12 kg
      • Support products
      • Gift cards
      • Seminars
      • Tickets

    Proof of Purchase

    • Please include your receipt or other proof of purchase with your return.

    Partial Refunds, Where Applicable

    A partial refund may be granted for an item that has been opened, damaged for reasons unrelated to its natural characteristics, or returned with missing parts for reasons not caused by our error. Items returned more than 30 days after delivery may also qualify for only a partial refund.

    REFUNDS

    1. Inspection & Approval
      • Once we receive your returned item, we will inspect it and email you to confirm whether your refund has been approved or declined.
      • If approved, the refund will be issued to your original payment method within the applicable processing period.
    2. Late or Missing Refunds
      • If you have not yet received your refund, please check your bank account or credit card statement again.
      • Refund processing may take additional time. Please contact your bank or credit card provider where necessary.
      • If you have completed these steps and still have not received your refund, please email us at CrystalsEU@Gmail.com.
    3. Sale Items
      • Only regular-priced items are eligible for refunds. Sale items are non-refundable.

    EXCHANGES

    • We replace items that are defective or damaged in a way unrelated to their natural characteristics.
    • To request an exchange, please email CrystalsEU@Gmail.com before sending the item to:

    Melioratorių 7c-5
    Kavoliškis, Rokiškio raj.
    Lithuania, LT-42169

    GIFTS

    • If an item was marked as a gift and shipped directly to you, you will receive a gift credit once the returned item has been received and approved.
    • If the gift giver had the item shipped to themselves, the refund will be issued to the gift giver after the return has been received and approved.

    RETURN SHIPPING

    • To return your product, please mail it to:

    Melioratorių 7c-5
    Kavoliškis, Rokiškio raj.
    Lithuania, LT-42169

    • You are responsible for the cost of returning your item. Return shipping costs are non-refundable.
    • If return shipping is arranged or paid for by us, the applicable cost may be deducted from your refund.
    • We recommend using a trackable postal or courier service for returned items.
    • Delivery times for exchanged items may vary depending on your location and the postal or courier services involved.

    If you have any questions or concerns, please email us at CrystalsEU@Gmail.com.
    We sincerely appreciate your support and want you to love your crystals.