Return & Exchange Policy
Orders must be cancelled before the order ships. We will not cancel orders that have been shipped, they will need to be returned.
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 customers happy.
You can return any order up to 14 days after the received date. The received date is the day scanned "Delivered" by USPS or UPS associated with your tracking number.
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, Incorrect, or Damaged Items in Transit
If any item in your package arrives broken, please contact us immediately and you must include photographs of the invoice received in your package, and photos of any broken item(s). If the shipping box/package has damage, please send a photograph of the damaged packaging. If an item is damaged or broken in transit you must send 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.