Shipping & Returns
COVID-19 delays: Our estimated processing time is 2-5 business days + shipping time.
Once your order has been sent out, you will receive an email with a tracking number. Please note once your order is dispatched, we cannot assume responsibility for any transit issues made by the postage provider. Please lodge a query to AusPost here.
ORDERS OVER 20KG
Due to the special handling required for these orders, the space they take up & the high value of 20kg worth of product- processing & handling fees will apply to orders weighing over 20kg. The fee is determined by total weight & number of packages. This fee includes insurance on your order.
AUSTRALIA WIDE SHIPPING
- $12.95 – Standard Shipping: 1-7 business days.
- $19.95 – Express Shipping: 1-3 business days.
- Spent over $299 – Free Standard Shipping: 1-7 business days.
Stoned Crystals send all domestic parcels via Registered AusPost.
Orders received over a weekend will be processed on the following Monday. Orders made on a public holiday will be processed the following business day.
As soon as your order is dispatched, you will receive tracking information via email.
Delivery timings are subject to Australia Post and shipping provider services. Stoned Crystals cannot assume responsibility for any delays or delivery loss made by postage providers. Please lodge any delayed/missing parcel queries to Auspost here. However, if you still require assistance, please contact us via firstname.lastname@example.org with your order number #.
- $30 – DHL Express Shipping: 2-3 business days.
- Spent over $299 – Free Standard Shipping: 2-3 business days.
Stoned Crystals send all International parcels via DHL Express.
Orders received over a weekend will be processed on Monday. If the order is received after 11am AEST, the order will be processed the next business day.
As soon as your order is dispatched you will receive tracking information via email.
Timings are subject to DHL and shipping provider services. Stoned Crystals cannot assume responsibility for any delays by postage provider.
RETURNS & EXCHANGES
Returns and exchanges are not accepted based on crystal characteristics or on change of mind. We do not allow refunds or exchanges on any sale items.
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 they are appearance can vary from the images shown and they may contain tiny fissures and pits. Please 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. Please be aware that our products a hand-cut so they will never be completely ‘perfect’.
All items purchased from Stoned Crystals are carefully packed with love and care. Each item is thoroughly inspected before being packaged and sent to all of our customers. We use soft foam padding and bubble wrap to ensure your crystals arrive safely. However, accidents may occur during transit on the rare occasion.
For breakages and exchange requests, please email at email@example.com with your order number # and a photo along with your query, within 7 days of you receiving your parcel.
Refunds and store credits will be issued at the discretion of Stoned Crystals. All refunds are made through the type of payment method in which you made the original purchase. Once we receive the item, we will begin to process the refund within 7-10 business days and we will notify you once the refund has been processed from our end.
Please note, Stoned Crystals may or may not reimburse return shipping charges on refunds or exchanges (this is determined on a case by case basis). Stoned Crystals bear no responsibility for the loss of an item being returned, which is why we recommend using registered mail to return an item. Stoned Crystals will not be held liable for items that are sent back broken or damaged, and may or may not process the refund/exchange if so.
PRE-ORDER TERMS & CONDITIONS
- The estimated delivery time for pre-order items is a guide only, and is subject to change pending arrival of stock.
- We will endeavour to dispatch all pre-order items within 2-3 business days of receiving the stock.
- If you have purchased any in-stock items at the same time as a pre-order item, all items will be sent in the same package. If you wish to split delivery of items, please put through as a separate order.
- Stoned Crystals is not to be held liable for any unforeseen delays that may occur.
- For pre-order enquiries, please email at firstname.lastname@example.org with your order number and details of enquiry.