FAQ | Crystals Healing UK Orders, Shipping and Returns
Browse our Frequently Asked Questions for quick answers on orders, shipping and returns. If you need help, please use our contact form.
Pre Sale Questions
Is what I see on the website an accurate representation of what I will receive?
In most cases, yes. Any important differences will be clearly stated in the product description. Items are sold individually unless the product description says otherwise.
Are the products I receive individually labelled?
Yes. All of our crystals and crystal products come with a description card to help you identify and understand each item.
How you choose to store, label or display them afterwards is up to you.
Your order confirmation and receipt also include a list of everything you ordered. If you are ever unsure about a product, you can refer back to the images and descriptions on our website, or contact us and we will be happy to help.
I ordered the wrong product – can I return it for an exchange or a refund?
Yes. We offer a 30 day return policy. If you ordered the wrong item, you can return it for an exchange or a refund. You can choose either store credit or a refund back to your original payment method.
Please return the item in its original packaging and in the same condition it was received. Once we receive your return, we will process your exchange or refund promptly.
If you need help getting started, please contact us.
How do I place an order?
Browse our collections or use the search bar to find what you need. Open the product page, choose any options such as size, then click Add to basket. You can adjust the quantity in the basket before checkout.
For elasticated bracelets, the size can default to the smallest option. Please select your preferred bracelet size from the dropdown before adding it to your basket.
UK orders over £30 qualify for free delivery. If you need any help placing an order, contact us and include a link to the product you are trying to buy.
How do I checkout?
At checkout, you can complete your order as a guest or create an account for faster future checkouts.
Enter your delivery address, choose your shipping method, then select your payment option. We accept credit or debit card, PayPal, Klarna, Clearpay and Laybuy. Payments are processed securely and encrypted.
If you have a discount code, you can apply it at checkout. On mobile, tap Show Order Summary to reveal the discount code box. On desktop or tablet, the discount field is visible during checkout.
You may also see an optional tip option at checkout. This is completely optional.
What Payment Methods Do You Offer?
We accept major debit and credit cards, including Visa and Mastercard. We also accept PayPal, Apple Pay and Google Pay.
Buy now pay later options are available through Clearpay, Klarna and Laybuy.
We do not accept payment by cheque or postal order.
Can I use a different delivery address?
Yes. At checkout you can enter a delivery address that is different from your billing address.
How do I know my order has gone through?
After you place your order, you will receive an order confirmation email. Please check the delivery address details in that email. If anything is incorrect, contact us as soon as possible and we will do our best to help.
I forgot to add items to my order, can you add them?
It is usually difficult for us to add items to an order once it has been placed. If you contact us as soon as possible, we will do our best to help, depending on whether your order has already started processing.
Can I change my address once my order’s gone through?
Not usually. However, if you contact us as soon as possible and we have not started processing your order yet, we may be able to update the address.
Do you include prices or an invoice in the parcel?
We do not include pricing information inside the parcel. Your order confirmation is sent by email. If you need anything specific for gifting, add a note at checkout.
Can I add a gift message?
Yes. You can add a gift note at checkout. If you have specific wording, add it in the notes box and we will include it where possible.
How do I care for my crystals and crystal jewellery?
For practical care tips, see our crystal care guides and free printables:
Free Crystal Care Checklist Printable PDF and the Water Safe Crystals Quick Chart Printable PDF.
If you have a question about a specific item, contact us with the product link.
Shipping Questions
When will my order be despatched?
We despatch orders placed before 3pm Monday to Friday on the same day.
Orders placed on Saturday before 10am are also despatched the same day.
Orders placed after that, or on Sunday, are despatched on Monday.
Where do I enter my discount code?
At checkout, you will see a box to enter your discount code.
On mobile, tap Show Order Summary to reveal the discount code box. Enter the code and tap Apply to see the discount applied to your order.
UK orders over £30 qualify for free delivery.
Why doesn’t my discount code work?
There are a few common reasons:
Check the spelling, numbers and capital letters.
Check the expiry date.
Check the code applies to the items in your basket and meets any minimum spend.
If everything looks correct and it still does not work, contact us and we will investigate.
What is the cost of delivery?
UK delivery starts from £2.70 and varies by weight. Free UK delivery applies on orders of £30 or more. We also offer Express UK delivery from £5.20 (price varies by weight and service selected at checkout).
For the full breakdown of UK and international shipping options, see:
Delivery Costs
How is my parcel being delivered?
All UK orders are delivered via Royal Mail. Our standard service is Royal Mail Tracked 48, which typically takes around 2 to 3 working days.
If you need your order sooner, you can upgrade at checkout to Tracked 24 with Signature or Special Delivery Guaranteed by 1pm, depending on what is available for your basket.
Orders outside the UK are shipped via Royal Mail International and are delivered by your local postal service.
Once your parcel is with Royal Mail, delivery speed depends on the service selected and carrier handling times.
When can I expect my delivery?
Delivery times depend on the service you select at checkout.
UK delivery: Standard is typically 2 to 4 business days. Express is typically 1 to 3 business days. Free UK delivery applies on orders of £30 or more and uses the standard service.
Europe: Standard and tracked services are typically around 6 to 7 business days. Economy services can take 2 to 12 weeks.
North America: Standard and tracked services are typically around 6 to 7 business days. Economy services can take 2 to 12 weeks.
Asia and rest of world: Standard and tracked services are typically around 6 to 7 business days. Economy services can take 2 to 12 weeks.
For the full breakdown by service and weight, see: Delivery Costs
I haven't received my order - what can I do?
First, check your dispatch confirmation email for your tracking link, if you selected a tracked service.
If your order is outside the expected delivery window for your chosen shipping method, please contact us and we will help you investigate with the carrier. Include your order number and delivery postcode so we can assist faster.
What if I want to make a return or exchange?
We offer a 30 day return policy from the date you receive your order, as long as items are returned in a saleable condition.
You can choose an exchange, a refund as store credit, or a refund back to your original payment method.
How do I return an item?
Please contact us first to request a return. Once your return is approved, you can send the item back within 30 days of receipt, as long as it is in a saleable condition.
Please include a short note with your order number and whether you would like an exchange, a refund as store credit, or a refund back to your original payment method.
Return postage is the buyer’s responsibility. We recommend using a tracked service, as we cannot take responsibility for returns lost in transit.
Return address:
Crystals Healing UK (Returns)
72 Conifer Way, North Wembley, Middlesex, London
HA0 3QR, United Kingdom
Do you offer international shipping?
Yes. We ship internationally. Shipping options and prices vary by destination and service selected at checkout. For full details, please see: Delivery Costs & Shipping Info
Do you provide tracking?
Tracking is available on tracked services. If you selected a tracked option, your dispatch confirmation email will include the tracking link.
What if my order is delayed?
Delivery times can vary, especially during busy periods. If your parcel is outside the expected delivery window for the service you selected, please contact us with your order number and delivery postcode and we will help.
My tracking has not updated yet, what should I do?
Tracking updates can sometimes take time after dispatch. Please allow some time for the first scan to appear. If there is no update after a reasonable period for your service, contact us with your order number and we will help.
Can you change the delivery address after dispatch?
Once a parcel has been dispatched, we usually cannot change the delivery address. If you contact us quickly, we can advise the best next step based on your order status and the service used.
Can I choose express delivery?
Yes. Express options may be available at checkout depending on your basket and destination. Prices vary by weight and service. Full details: Delivery Costs & Shipping Info
What happens if my parcel is returned to sender?
If a parcel is returned to us, we will contact you to arrange re delivery. Additional postage may apply, depending on the reason it was returned.
Do you ship on bank holidays?
Dispatch times apply on working days. Orders placed on weekends or bank holidays are dispatched on the next working day.
Returns Questions
My item is damaged, what do I do?
If you receive a damaged or faulty item, please contact us as soon as possible using our contact form and include your order number and clear photos of the issue.
We will make it right by offering a replacement or a refund. If a return is required, we will reimburse your return postage costs.
I’ve received the wrong item, what do I do?
If you have received the wrong item, please contact us using our contact form and include your order number and a photo of what you received.
We will arrange for the correct item to be sent and provide instructions for returning the incorrect item if needed, at no extra cost to you.
One of my items is missing, what do I do?
If an item is missing from your order, please contact us using our contact form and include your order number and the name of the missing item.
We will check your order and packing process and make it right as quickly as possible.
When can I expect my refund?
Once we receive your returned item in its original packaging and in a saleable condition, we will process your refund promptly. You can choose a refund as store credit or a refund back to your original payment method.
If you choose a refund to your original payment method, the time it takes to appear in your account can vary by bank and payment provider. We will email you as soon as your refund has been processed.
How do I exchange my item?
Please contact us first to request an exchange. Once approved, return the item to us in its original packaging and in a saleable condition, and include a note with your order number and the item you would like in exchange.
When we receive your return, we will send your replacement item.
If the item you received was incorrect or damaged, we will cover the return postage. For exchanges for any other reason, such as ordering the wrong size or changing your mind, return postage is the buyer’s responsibility.
What are your opening hours?
You can place orders on our website 24 hours a day, 7 days a week.
If you contact us by email, we aim to reply within 4 hours on weekdays. Messages received over the weekend are usually answered on Monday.
Can I cancel my order?
If you contact us as soon as possible, we may be able to cancel your order before it has been processed or dispatched. Once an order has been dispatched, you can follow the returns process.
Can I return earrings or skincare items?
For hygiene reasons, we do not accept returns on earrings, face or eye masks, or massage tools, unless the item is faulty or damaged on arrival.
If your item arrives damaged, please contact us as soon as possible with your order number and clear photos so we can help.
What condition do returns need to be in?
Returns must be in a saleable condition, in the original packaging, with any included cards or accessories. If the item shows signs of wear or damage, we may not be able to accept the return.
What is your ethical policy?
We choose our crystals carefully and work with established wholesalers and lapidary suppliers who focus on consistent quality and reliable supply.
Because the upstream crystal supply chain can involve multiple steps and intermediaries, we keep our product descriptions factual. We only state origin or sourcing details when they are provided for that specific item or batch.
We aim to make responsible choices where we can by working with suppliers who share our commitment to improving standards and reducing harmful practices, but we do not claim to independently audit every part of the supply chain.
Packaging: we use recyclable materials where possible and reuse incoming packaging when we can to reduce waste.
Are the crystals you sell real?
Yes. We stock genuine crystals and source from trusted suppliers. We check items on arrival for appearance and finish, and we aim to describe each product clearly so you know what to expect.
Still have a question?
If you cannot find the answer you are looking for, please contact us using our contact form. We reply within 24 hours Monday to Friday. Messages sent over the weekend are usually answered on Monday.