Our Return Policy

Everything You Need To Know

Returns Policy

 We have a standard return policy of 14 days and will be happy to offer you an exchange, store credit or if you wish, a refund provided that the products are returned complete, in perfect condition and unused. 

If you would like to return your purchase or get in contact if something is wrong with your order - please notify us via email using info@starcrystalgems.com (images must be sent via email), so we can try to resolve the matter for you. Please include the following information:

1. Order Number

2. Date of Purchase

3. Full Name

4. Shipping Address

5. Item(s) you are returning or something is wrong with (please provide photos to help)

6. Reason for return or problem

RETURN REQUIREMENTS

 Returns must be received back in their original condition within 14 days of the receipt of your signed acceptance of your delivery, the above information provided and us confirming the return is accepted. Once assessed an exchange,  store credit or refund, will be accordingly offered.  Any returns received not in their original condition will have an appropriate portion of value deducted to account for the lost value in line with UK Law. After 14-days is the return is not back in our care, you will no longer be eligible for a return.

You must contact us first to obtain our correct shipping address.  If you're returning the item from anywhere other than the UK, please mark the package "returned goods" to avoid fees or customs charges that will be deducted from your return value. The item should be received back in the same condition as it was sent, ensuring the items are securely wrapped and protected for return.  Return shipping will be at your own expense & we would recommend that you get signed proof of shipping, to ensure your parcel is returned to us safely.

ORDER CANCELLATION  

If you wish to cancel an order you must contact us within 1 hour of your purchase as this maybe within our working hours as we may already be processing your order promptly.

If a shipping label has already been printed and paid for, We can refund the cost of the order but we will not refund the shipping charges.

BROKEN / DAMAGED ORDERS /FAULTY

 In the unlikely event you have received your order broken or damaged, Please raise all faults within 48 hours of receiving and signing for your items/parcel for it to be classed as damaged on arrival - please send us photographic evidence (including packaging too) and we can then arrange a replacement or refund, once the item has been returned to us within a 14 day period. This will only apply to received goods after purchase, this will not apply to items that have been misuse or damaged by the customer or attempted to be return after the 14 day return policy or without prior return notice. 

Exceptions / Non-returnable items

Certain types of items are excluded from our returns policy for hygiene reasons. These items can only be returned in accordance with your legal rights such as Yoni Eggs, Beauty Products, Oils, Incense and earrings for example. Unfortunately, we cannot accept returns on any sale items or gift cards.

Not as Described – I do my best to photograph each crystal and product thoroughly so the buyer knows exactly what they're receiving and purchasing  along with noting any defects in descriptions of the products, as well given all an opportunity’s prior to release to fully preview these via video request as well as prior to being on the website on our Instagram Lives. Therefore we donot and will not accept returns on the basis of  ‘not as described’ - or size incorrect. I am more than happy to provide or size measurments on request.. 

CUSTOMS, UNCLAIMED, NOT CALLED FOR, INCORRECT SHIPPING ADDRESS OR FAILED DELIVERY ATTEMPT

 We will not be liable for any orders held at customs. If your parcel has been returned due to being unclaimed, not called for, incorrect shipping address or received a failed delivery attempt. You will be charged for additional shipping and must pay a resend fee, this would not be valid reason for cancellation or a refund or once returned by the postal company.

We take no responsibility for incorrect addresses submitted by customers. Please ensure you double check before submitting your information and ensure you fill out your shipping details fully, clearly and completely. This is your responsbility.

INSPECTION & RIGHT TO DENY

 We reserve the right to inspect the product, before issuing either credit or refunds. We reserve the right to deny a return, if it does not meet our returns policy or was not authorised prior to receipt.

If your refund to us has been successful, We will then issue a refund on your original payment method. Please note it may take between 7-14 working days for your monies to reach your account and orginal payment method used. Return Shipping feed or Initial Shipping fees will not be refunded.