Returns Policy

• Items must be returned within 30 days of receipt and in unused, perfect condition.
• Retail crystal packs: Must be unopened to qualify 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.
• Bundle discounts will no longer apply if any part of a bundle is returned. Prices revert to full price for refund calculations.
• Jewellery: Refunds available except for earrings, ear-wires, and ear posts for hygiene reasons.
• Special production, bespoke, made to order, end of line and sale items are non-returnable.

• 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.

• 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.

• 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.

ORDERPROTECTION.COM ensures that you receive exactly what you purchased. If your order arrives with missing items or contains any incorrect products, we will resolve the issue quickly and efficiently. Simply file a claim with your order details, and we will arrange for the missing items to be sent or the incorrect items to be replaced or refunded. Your satisfaction is our priority, and we are committed to making sure every order is complete and accurate.

• 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.