Shipping policy
We offer competitive shipping rates to various destinations worldwide. Please find our shipping details below:
United States, Canada, Mexico, Australia, New Zealand, United Kingdom, France, Germany, Italy, Ireland, Spain, Poland, Portugal, Japan, Thailand, Vietnam, Singapore, Malaysia, HongKong, Taiwan:
- Flat shipping fee: $9.99
- Free shipping for orders over $30
Other European Countries: Austria, Belgium, Denmark, Finland, Greece, Hungary, Netherlands, Norway, Sweden, Switzerland, Ukraine:
- Flat shipping fee: $9.99
- Free shipping for orders over $30
Please note that these rates apply per package. For any inquiries or special requests, feel free to contact our customer service. Thank you for shopping with us!
Shipping
All orders are shipped from China and are not shipped on Saturdays, Sundays or Chinese national holidays. Orders are shipped within 7 days of placing the order. Occasionally, depending on the availability of gemstones, orders can take longer. If this is the case with your order, we will message you.
All orders are shipped via DHL, FedEx, UPS, TNT, China Post, USPS, RoyalMail, Canada Post, etc. depending on the weight of the product. Also, all orders must be shipped to a physical address, please do not use a P.O. Box as your shipping address.
Return and Exchange Policy
All crystals are natural minerals and each is made up of beautiful and unique patterns and crystals; therefore, no two of our crystals are the same. Please note that as natural items, they may look different from those shown in the pictures, and they may contain tiny cracks and pits. Please expect to find inclusions and beautiful markings in the crystals themselves. Our designs and crystal cuts are designed to show the beauty of the crystal structure, not to look like glass. We do not accept returns or exchanges based on crystal features or change of mind. Please note that our pieces are hand cut so they will never be completely 'perfect'.
Returns
To return your item for inspection for a refund or credit, your item must be sent back to us within 7 days of receipt.
For items eligible for a refund, you will receive a refund within 7-10 days once the item has been returned, provided it is received in new and original condition.
Refunds will be returned via PayPal only. Once we have released the funds, it may take some time for each payment portal to process. Please contact your payment portal for exact timescales. We will message you once our refund has been processed.
Exchanges
Our exchange policy lasts for 7 days and only applies to non-crystal products. To be eligible for an exchange, your product must be returned unused and in the same condition as when you received it. It must also be in the original packaging. We will not be responsible for broken or damaged items sent back to us. All exchanges will be issued in the form of a credit note which can be redeemed in our online shop mandycrystal will not reimburse return shipping costs for exchanges based on a change of mind.
Special Offers
Please note that special-priced items are final products and cannot be returned or exchanged unless they are deemed to be materially defective.
Return shipping
We are not responsible for damage to returned items, so we recommend that you return them by registered mail. We may or may not reimburse shipping costs for returns or exchanges. This will be determined on a case-by-case basis. Please ensure that you pack your crystal carefully with a FRAGILE sticker and take out insurance with the post office if you wish to cover any damage that may occur during the postal journey.
Return policy
We have a 14 day return policy, which means you have 14 days after you receive the item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, unopened or unused, have a label and be in its original packaging. You will also need a receipt or proof of purchase.
To initiate a return, contact us at mandycrysta@gmail.com. If your return is accepted, we will send you a return label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us at service@crystalsub.com with any return questions.
Damages and problems
Please inspect your order upon receipt and if the item is defective, damaged or received in error, please contact us immediately so that we can assess the problem and rectify it.
Exceptions/non-returnable items
Certain types of items cannot be returned, such as unpackaged items (e.g. tarot cards and Journals), customized products (e.g. special orders or personalized items), and personal care items (e.g. crystal scraping boards and massage bars). We also do not accept returns of hazardous materials, flammable liquids, or gases. If you have questions or concerns about your specific item, please contact us.
Unfortunately, we do not accept returns on special offers or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return your item and once the return has been accepted, make a separate purchase for the new item.
Refunds
Once we have received and checked your return, we will notify you and let you know if the refund has been approved.
If the returned item is damaged or lost on the way back to us, then the buyer is responsible for the loss.
If it is approved, you will automatically receive a refund in the form of your original payment. Please remember that it will also take some time for your bank or credit card company to process and post the refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.