Frequently Asked Questions

Returns and exchanges are not accepted based on crystal characteristics or on change of mind. All sale items are final and cannot be returned for a refund or exchange unless deemed to have a major fault.

Stones are natural minerals each beautiful and unique in pattern and crystalline composure; therefore no two Stoned Crystals will ever be the same. Please be aware, as natural objects their appearance can vary from the images shown and they may contain tiny fissures and pits and expect to find inclusions and beautiful markings within the crystal itself.  Our designs and crystal cuts are made to show the beauty of a crystalline structure rather than looking like glass, as our products a hand cut, they will never be completely ‘perfect’.

    Ensure the item isn’t hiding amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and tumble stones are usually wrapped up in bubble wrap and padding within your parcel.

    Still can’t find it? Not to worry, contact us here with your order number # and missing item.

    Unfortunately, accidents happen and we do our best to ensure each and every item finds itself to you in perfect condition.

    If your crystal has arrived broken, please email us with your order number # and a photo of its condition to info@stonedcrystals.com so we can work out the best solution for you.

    Make sure you’ve checked your junk and spam folders in case the automatic notification has been sent there. You can mark us as “SAFE” too so that you won’t miss any future emails from us in future.

    Still having trouble? Not to worry, just send us to email here with the name and/or email used at checkout, so we can find your order details and resend it to you!

    All orders are final. Once an order is placed, we’re unable to cancel based on change of mind, regardless if it’s not been shipped yet.

    Stoned are doing our absolute best to become a 100% biodegradable solution to the best of our ability with the technologies available to us. The only non-biodegradable packaging is our soft foam and the plastic pockets which house international order slips. Please ensure these can be recycled.

    We are committed to getting your crystal babies to you in the safest and most environmentally conscious way possible! Our bubble wrap, packing peanuts, boxes and tape are all safe biodegradable alternatives.

    The packing peanuts used in your package are designed to decompose in the compost, garden or can simply be dissolved in water and used on your lawn and garden. Made from naturally sourced cornstarch.

    Please refer to our Shipping & Returns page.
    Once dispatched, you will receive a tracking number via email for your order! It can sometimes take 24-48 hours to show any kind of an update on the tracking link.

        Create a Gem Account to earn points with every purchase online and in-store.

        Receive 1 point for every dollar you spend.

        • 125 points = $5 voucher
        • 250 points = $10 voucher
        • 500 points = $20 voucher
        • 750 points = $30 voucher
        • 1000 points = $40 voucher
        Once you click to redeem your points, you will be sent a coupon code to use at checkout.
        If you have made an in-store purchase, email us a photo of your receipt to info@stonedcrystals.com so we can add your points to your account. Gem points currently do not expire.

            Create a Gem Account to earn points with every purchase online and in-store.

            Receive 1 point for every dollar you spend.

            • 125 points = $5 voucher
            • 250 points = $10 voucher
            • 500 points = $20 voucher
            • 750 points = $30 voucher
            • 1000 points = $40 voucher
            Once you click to redeem your points, you will be sent a coupon code to use at checkout.
            If you have made an in-store purchase, email us a photo of your receipt to info@stonedcrystals.com so we can add your points to your account. Gem points currently do not expire.

                Click the black “Redeem Gem Points” tab at the bottom of the screen. A pop-up screen will appear with different coupon amount options for you to choose from and redeem if eligible.

                There is an option to redeem points for a coupon code, which can then be used at the checkout.

                    To locate your Gem Points coupon codes, Click the “Earn Rewards” tab at the bottom of the screen. On the pop-up screen, click “My Rewards” and you can view your entire redemption history as well as any coupon codes you haven’t used.

                    You will also receive an email with your coupon code.