Return & Exchange Policy

Cancellations

Orders must be cancelled before the order ships.  We will not cancel orders that have been shipped, they will need to be returned.  Please contact us within 24 hours for cancellation as most orders ship within 48 hours.

Returns

Crystal Gemstone Shop offers a 100% money back satisfaction guarantee for our crystals and gems.  You can return any order within our return window for a full refund or exchange.

Please do not leave neutral or negative feedback without giving us a chance to make things right - we love keeping our collectors happy.

Return Window

Please contact us within 5 days of delivery of your package if you have an issue, we have a contact button on the lower right-hand side of the shop website to send us a message.  Please include the order number in your message so we can provide swift support.

Once you receive return authorization, the items must be shipped back to us within 30 days from the delivery date of your order.  We have extended the delivery window due to covid-19 and the ongoing delays experienced in some areas.  We strongly urge you to purchase tracking for your return package and you can quickly print labels with USPS on their website and drop off the return package at any USPS receptacle, any USPS location, or hand it off to your mailperson.

How To Return

When you return an item or an order everything must be in the original packaging (or comparable); which means the bubble wrap, box, and any other packing materials used to protect your gems.  It must be returned in the same box or bubble mailer (or comparable) your order arrived in, and you must include a copy of the original invoice so we can correctly identify you as the customer. 

The returned order must be received in the same condition you received it in.  If the returned order arrives broken due to careless re-packaging, or if you return an order without receiving the proper acknowledgement from us, your order will not be eligible for return credit.

Broken, Missing, or Damaged Items in Transit

If any item in your package arrives broken, please contact us immediately and include photographs of the broken item and if the shipping box/package has damage, please send a photograph of the damaged packaging.  If an item is damaged or broken in transit we need photographs within 3 days of delivery.  Depending on the situation we will either provide you a return label for the broken item or provide additional instructions for your refund or exchange.

If any items are missing you must contact us within 5 days and include a photograph of the invoice in your package, a photograph of the contents received, and clearly identify the missing item(s) from the order.

We are not responsible for lost or stolen packages, but we do everything we can from our side with the United States Postal Service to help you locate your lost package. While most international packages arrive within 1-2 weeks it can take up to 8 weeks for delivery in some countries. Be aware that any international customs office can detain a package for up to 30 days.

Return Procedure Once Received

We collect and process returns on Thursdays of every week. Any exchanges or refunds are handled on Thursday and Friday when the return is processed.

Exchanges: If you have requested an exchange, the exchanged item will ship with tracking on Thursday or Friday when your return is processed.
Refunds: Please allow 3-5 business days for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for purchase. We refund the total of the items purchased, shipping is not refunded as shipping fees are paid to the courier (UPS, USPS, DHL, or FedEx) you contracted at the time of your original delivery.