Shipping policy

Despatch

We know how excited you'll be to receive your crystal goodies so we aim to despatch your order to the courier as quickly as possible and no later than 2 working days from the day after your order is accepted. At this point the courier’s delivery timescales trigger and we leave the next part of the journey in their capable hands. 

Every now and then there may be planned exceptions to our despatch aim above, such as when we're off adventuring on holiday. We'll publish this on our website so that you'll know at the time of ordering. Should any unforeseen despatch delays arise due to things like nasty bugs, accidents or needing to support our precious families, then we will contact you to discuss the options available to get your crystal lovelies to you as soon as we can.

We love our local Postie people, so Royal Mail is currently our default courier. Heavy (10kg +) and/or bulky items may be sent using an alternative courier so we don't give our friendly Postie a hernia and to ensure a cost-effective service for you.

Working days are counted as Monday to Saturday and excluding Bank Holidays. 

Delivery Time

We all like to have options, so we offer a choice of 3 different UK delivery options at checkout:

• Standard – 2 – 4 Business Days (default option)
• Express – 1 – 3 Business Days
• Express Plus – 24 – 48 hours

For Standard and Express delivery options we give you an idea of the anticipated delivery date window during the Check out process. Delivery dates are our aim and not a guarantee as some potential factors are out of our control, but rest assured we'll do our very best to get your crystal goodies to you in good time.

Day 1 is counted as the next Business day after your order is placed with Business Days being counted as Monday to Saturday and excluding Bank Holidays.

Useful links and info from Royal Mail relevant to your order

• Any British Forces Post Office
• For the Express delivery option: GY, HS, IM, JE, KW15-17, PA49, PA60-PA75, PA78, PH30, PH41-PH44 and ZE2-ZE3 postcodes
• For the Standard Delivery option: BT, GY, HS, IM, JE, KW, PA60-75, PA78, PH30, PH41-PH44 and ZE2-ZE3 postcodes

Pricing

We've made sure that pricing is calculated automatically at Checkout for you, with the Standard 2-4 Business Days option selected by default.  

If you're so super excited about the arrival of your crystal goodies and would like a quicker service then just simply select either Express 1-3 Business Day or Express Plus 24-48 Hours before proceeding with payment.

We've cleverly worked out the Shipping costs based on the total weight of your package - so this will include all packaging materials that we used to make sure your crystal goodies are sufficiently protected in order to have a comfortable journey an arrive safely with you at the other end. To honour the environment and to keep costs as low as we can, we reuse packaging that we already have as much as possible and, any new packaging we have to buy in will be always be made from recycled materials.

We're excited to tell you that all orders with a total value in excess of £150 are sent with Free postage. See Table 1 below. 

If your order contains precious metals (eg silver) and the total value of the precious metal items exceeds £75 then the Express Plus 24-48 hours service will be used by default to make sure your items arrive safely with you. If you have selected either the Standard or Express options instead then we may contact you to upgrade the postage if there is a significant additional charge.

Table 1 – Postage prices

Shipping outside the UK

It's always exciting to ship our crystal goodies to far away places so please contact us prior to ordering so that we can calculate postage cost from the UK for you. 

Please note: All orders being sent outside the UK are likely to be liable for Customs Charges - please check your local tax laws before ordering as any import taxes and other costs in addition to postage cost from the UK will be the responsibility of the recipient as this will vary depending on the destination country.

Tracking your order

You'll be able to track the journey of your crystal goodies, regardless of which Shipping option you have selected.

Packages being delivered by our default courier, Royal Mail, can be tracked at: https://www.royalmail.com/track-your-item#/ once your package has been despatched.

For alternative couriers you will receive tracking information once your order has been received by them.

Delayed or undelivered packages

Sometimes it's not always plain sailing and blips in the process can occur on the odd occasion. We've got the various options covered:

Package not arrived within delivery times

We know you'll be super excited to receive your crystal goodies, so it can be frustrating if they don't arrive within the delivery aim displayed at checkout. If this is the case then just give it another working day after the due date just in case, and then, if your package still hasn't arrived please contact us so that we can look into this for you. 

If the worst happens and it transpires that your package has been confirmed by the courier as ‘Lost in transit’ then we will offer you a direct replacement if we have one, an alternative item of the same value, or a refund – see our Refund & Returns Policy for more info.

Courier has delivered to an alternative location

If the courier has attempted to deliver your package but it either wouldn’t fit through your letterbox or there was no-one available to receive or sign for the package then they will take the package to an alternative location. In this instance the courier will post a card through your door to say where your package has been left. Royal Mail will always post a card through your door, so beware of bogus messages about undelivered items from them if you haven't received a card.

• Left with a neighbour

The courier will try to deliver to a close neighbour if there's no reply at your address and they'll pop a card through your door to let you know who they've left your crystal goodies with. Your package will have been handed to your neighbour in person to make sure that it's in safe hands, so you will need to contact them to collect your package.

• Taken to the courier’s local collection office or Post Office

If the courier didn't get a reply from your address or any of your close neighbour's addresses they'll make sure that your package is safely stored at a local collection office or Post Office - the location and address will be indicated on the card they pop through your door. Bear in mind that the courier may still be out and about delivering and still have your package in the van, so you will need to wait until the next working day before you can collect from this location just to make sure it's there ready and waiting for you.

• Left in a safe place

If you have authorised a Safe Place to leave your package in the event that there's no-one at home to receive it then the card will indicate the safe place where your package has been left.

Package is not in the safe place indicated on the card

• Safe place not authorised by you

If you didn’t authorise this location as a safe place then please contact us to let us know and we will take this up with the courier and update you with the outcome. If the worst case happens and your package cannot be located and re-delivered then we will either offer a direct replacement if we have one, an alternative item to the same value or refund in accordance with our Refund & Returns Policy

• Safe place was authorised by you

If you have authorised this location as a safe place for the courier to leave your package then you will need to contact the courier directly yourself. Contact details will be on the card left by the courier. In this instance we are unable to take any further action on your behalf or offer any replacement or refund, so please make sure the Safe Place you authorise is, indeed a safe one, preferably out of public view.

For more information on what to do and who is responsible if something you have ordered online hasn’t arrived click on the following links:

For England

For Wales

For Scotland

For Northern Ireland

Contact Us