We want you to be 100% satisfied with your order.
Returns And Refunds
If an item you ordered is not suitable, you may return it for a refund, provided the following conditions are met.
Returns Policy
- Items must be returned within 30 days of receipt and in unused, perfect condition.
- Retail crystal packs: Must be unopened to quality for a refund. Opened packs are non-returnable.
- Wholesale crystal packs: Must be unopened with seal intact - 20% administration fee applies to refunds. Opened packs are non-returnable.
- Jewellery: Refunds available except for earrings, ear-wires, and ear posts for hygiene reasons.
- Special production, bespoke, made to order and end of line items are non-returnable.
Process For Returning Items
- All returns must be accompanied by a completed Returns Form.
- For international returns outside the United Kingdom, please ensure that a completed CN22 Customs Form is securely attached to the outside of your parcel with the ‘Returned Goods’ box ticked. Failure to include this form may result in import duties being deducted from your refund.
- It is the customer’s responsibility to ensure that returned items reach us in their original condition and packaging. Retail and wholesale packs must be securely resealed to prevent products from being lost or mixed during transit.
- We strongly recommend using a tracked and insured shipping service to ensure your return arrives safely and that you are protected in the event of loss or damage during transit.
Shipping Costs For Returns
- Customers are responsible for all return shipping costs. Please ensure that the correct postage is paid when returning items, as any underpaid parcels may be held by the carrier until the outstanding postage and any associated handling fees are settled.
- Shipping charges may be refunded at our discretion in cases involving faulty or damaged items, inaccuracies in product descriptions, or other exceptional circumstances.
Exchanging Items
- We do not offer exchanges. If you wish to replace an item, you will need to return the original product in accordance with our Returns Policy and place a new order for the desired item. This ensures that your replacement is processed quickly and that stock availability is accurately maintained.
Missing/Incorrect Items In My Order
- Please check all items in your order against your invoice before opening any products. If you notice any issues with your order, contact our our Customer Service Team within 30 days of receipt. Please ensure you retain all original packaging and invoices. All orders are carefully checked by a second member of our team to ensure accuracy; however, on rare occasions, errors may still occur.
- Please provide the following information to help us resolve your issue as quickly as possible:
- Full name
- Address
- Order number
- Photograph of the invoice that was sent with your order
- Photograph of the incorrect product that was sent including packaging
- Product details including brand, product name, colour, size and pack size of the item that you should have received
- Our Customer Service Team will then contact you to resolve the matter as quickly as possible.
Cancelling An Order
- To cancel an order please contact our Customer Service Team as soon as possible and provide your order number. If your order includes items that have already been requested from our manufacturers, a 20% administration fee will apply.