Shipping, Lay-bys & Returns
SHIPPING POLICIES
ORDERS OVER 15KG
Due to the special handling required for these orders, the space they take up & the high value of 15kg worth of product, special processing & handling fees will apply to orders weighing over 15kg. The fee is determined by total weight & number of packages. This fee includes insurance on your order.
These orders also take longer to pack and ship, therefore the number of days may be longer than the regular parcel shipping times (see below).
We will send you an invoice for the shipping fee and once that is paid we will pack and ship your large order.
AUSTRALIA WIDE SHIPPING
Stoned Crystals send all domestic parcels via AusPost.
- $19.95 – Standard Shipping: 1-7 business days.* **
- $24.95 – Express Shipping: 1-3 business days.* **
- Spend over $299 – Free Standard Shipping: 1-7 business days.* **
*this is an estimated time only and is not guaranteed
**this excludes orders over 15kg. See above for shipping terms for these types of orders.
INTERNATIONAL SHIPPING
- $30 – DHL Express: 1-7 business days.
- Due to the continued increase in price for globally shipping we are no longer able to offer a free shipping threshold at this time.
Stoned Crystals send all International parcels via DHL Express.
HANDLING TIMES
Orders received over a weekend will be processed on Monday. If the order is received after 11am AEST/AEDT, the order will be processed the next business day. 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 info@stonedcrystals.com with your order number #.
RETURNS & EXCHANGE POLICIES
RETURNS & EXCHANGES ON CRYSTALS AND NON CRYSTAL ITEMS
Returns and exchanges are not accepted based on change of mind or crystal characteristics. We do not allow refunds or exchanges on any sale items.
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 info@stonedcrystals.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.
Purchases made on sourcing trips are non-refundable as we are purchasing the item on your behalf as your agent.
SPECIAL NOTE ABOUT CRYSTALS:
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. 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 are hand-cut and carved so they will never be completely ‘perfect’. Refunds and exchanges are not given because of inclusion or exposed inclusions showing at the edge of a crystal which can sometimes be mistaken as a chip or a crack.
RETURNS & EXCHANGES ON FOOTWEAR AND CLOTHING
Returns and exchanges are not accepted based on change of mind. We do not allow refunds or exchanges on any sale items.
Purchase of Shoes and Clothing from a live show or a DM are done so at your own risk as you cannot try the items on for size and suitability. Therefore we do not offer refunds or exchanges on these types of items.
We will, however, offer a credit voucher if the article does not fit you. HOWEVER, you will not be refunded for the cost of shipping the item to you and you will need to return the item to our Melbourne, Australia Warehouse at your own cost.
Please email info@stonedcrystals if you are intending to return your items. Once we receive the item we will inspect it then issue a credit card if we are happy with the condition. Please ensure that a credit voucher will not be issued if the item appears to have been worn.
PRICING
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 info@stonedcrystals.com with your order number and details of enquiry.
LAYBY TERMS & CONDITIONS
Each customer starts with a 100 point credit score. When you undertake a Layby with Stoned Crystals at each payment your credit score will be adjusted based on timely payments. Lay-bys are initially offered for 4-6 weeks and each payment you will be sent a link to your weekly or fortnightly payments alongside your current credit score.
PAY ON TIME
Earn points by paying timely and improve your credit score and borrowing capacity.
- Pay your Layby link on time and accrue 5 points each time.
- Achieve a credit score of 90 or higher to be considered for another lay-by or longer lay-by schedules.
MISSING PAYMENTS
Missing payments will result in a low credit score and limit borrowing capacity.
- 10 points will be deducted for every payment that is late or missed.
- A credit score less than 75 will restrict you from having multiple lay-bys
- A credit score less than 50 activates a lay-by freeze for 6 weeks.
- Lay-bys that are forfeited or not paid consistently for many weeks may result in a loss of your first payment instalment in accordance with Layby Laws set out by Consumer Affairs Victoria.
Email info@stonedcrystals.com for any lay-by enquiries