Shipping policy

📦 Shipping & Returns Policy

Welcome to Crystals Healing. This policy explains how we handle shipping, returns, and customer protection. By placing an order, you agree to the terms below.

1. Shipping Costs

We ship exclusively with Royal Mail. Shipping fees are exactly those charged by Royal Mail – we do not add any markup. UK standard delivery starts at £2.70. International shipping varies depending on weight, destination, and service selected at checkout.

2. Returns

2.1 Returns due to change of mind

You may return items within 30 days of delivery if they are unused, in original packaging, and in resellable condition. Customers are responsible for return postage. Once received and approved, we issue store credit only, which can be used on future purchases. Shipping fees are non-refundable.

2.2 Faulty or damaged items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days. We will provide instructions for return. Once inspected, you will receive store credit equal to the product value plus return postage (if applicable).

3. Delivery Terms

Dispatch: Orders placed before 3pm (UK time), Monday–Friday, are dispatched the same day. Orders placed later or during weekends/holidays ship the next business day.
UK delivery: 1–3 business days with Royal Mail Tracked 24/48.
International delivery: Delivery time depends on the Royal Mail service selected at checkout.
- Economy: 2–12 weeks (no tracking)
- Standard: ~6–7 business days
- Tracked or Tracked & Signed: ~6–7 business days (with tracking)
Important: Choosing a low-cost economy service means longer delivery times and no tracking. Faster delivery requires selecting a tracked option at checkout.

4. Tracking Notifications

Orders shipped with Tracked or Tracked & Signed services include a tracking link sent by email. Economy services do not include tracking.

5. Damaged Parcels

If your parcel arrives visibly damaged, refuse delivery if possible and notify us immediately. If already accepted, contact us with photos and details. We cover return postage for items that are faulty, incorrect, or damaged in transit.

6. Duties & Taxes

No VAT or UK sales tax is charged at checkout.
International customers may need to pay local import duties or taxes before delivery. These costs depend on your country’s regulations and are your responsibility.
If you refuse to pay import taxes, the order will be returned to us at your expense. We will issue store credit for the product value, minus any return shipping fees. Shipping fees paid at checkout are non-refundable.

7. Cancellations

You may cancel your order before dispatch for full store credit. Once shipped, cancellations must follow our returns process.

8. Insurance

All Royal Mail deliveries are insured for loss or damage up to the service’s stated limits. In case of confirmed loss or damage, we will issue store credit or a replacement if available.

9. Customer Service

For any questions, please email support@crystalshealing.co.uk. We aim to reply within 24 hours.

10. Updates to Policy

We may update this policy to reflect changes in services or law. Please check this page regularly for the latest version.

11. Governing Law

This policy is governed by the laws of the United Kingdom. Any disputes will be handled by UK courts.