Shipping, Returns & Refund Policy

At Heavenly Crystals Online, we're committed to delivering your sacred treasures safely and swiftly, and to ensuring you're completely satisfied with your purchase. Please read our policies carefully before purchasing.

Australian Shipping

Free Shipping: Enjoy free standard shipping on all orders over $90 within Australia.

Standard Shipping: Orders under $90 incur a flat rate shipping fee calculated at checkout based on weight and destination.

Delivery Timeframes:

Metro areas: 3-7 business days
Regional areas: 5-10 business days
Remote areas: 7-14 business days

Shipping Partners: We use Australia Post and trusted courier services to ensure reliable delivery across Australia.

International Shipping

We're delighted to share our crystal treasures with the global community! International shipping is available to select countries.

Delivery Timeframes: International orders typically arrive within 10-21 business days, depending on your location and customs processing.

Customs & Duties: International customers are responsible for any customs duties, taxes, or fees imposed by their country. These charges are not included in our shipping costs and vary by destination.

Tracking: All international orders include tracking information so you can follow your crystals on their journey to you.

Once your order leaves Australia, it is outside our jurisdiction. We cannot be held liable for customs charges, loss or theft in your country, or delays in customs processing. We do not provide refunds for international parcels not received. By placing an international order, you acknowledge and accept these terms.

Order Processing

Processing Time: Orders are typically processed and dispatched within 1-3 business days. During busy periods (sales, new moon releases, holiday seasons), processing may take up to 5 business days.

Order Confirmation: You'll receive an email confirmation when your order is placed and another email with tracking information once your order has been dispatched.

Packaging

Your crystals are precious to us, and we treat them with the utmost care. Each item is individually wrapped in protective materials, cushioned to prevent movement during transit, packaged in sturdy boxes or padded envelopes, and sent with positive intentions for safe travels. We use eco-conscious packaging materials wherever possible to honor our commitment to the Earth.

Tracking Your Order

Once your order ships, you'll receive a tracking number via email. You can use this to monitor your package's progress through Australia Post or your courier's tracking system. If you haven't received tracking information within 3 business days of placing your order, please check your spam folder or contact us.

Delivery Issues

Lost or Delayed Packages: If your order hasn't arrived within the expected timeframe, please contact us immediately. We'll work with our shipping partners to locate your package. Heavenly Crystals Online is not responsible for items lost in the mail — all orders include a tracking number. Once items have been delivered to your shipping address, we are not liable if the parcel goes missing from an unattended property.

Incorrect Address: Please ensure your shipping address is correct at checkout. We cannot be held responsible for orders shipped to incorrect addresses provided by the customer. Address changes must be requested within 24 hours of placing your order.

Damaged Items

While we take every precaution to package your crystals securely, accidents can happen in transit. If your item arrives damaged or broken, we will issue a full refund or replace the item if one is still available.

To report damage, contact us within 48 hours of receiving your order:

Email charlie@heavenlycrystalsonline.com.au with your contact details and clear photos of the damaged item and packaging
Damaged items must be posted back to us within 7 days of receipt using a trackable shipping method (return shipping is at your own expense)
Upon receiving the item, we will process your refund (excluding original shipping costs)

Important: If more than 14 days have passed since your purchase, we cannot offer a refund or exchange.

Lodging a Damaged Parcel Claim with Australia Post

Because your item was insured, Australia Post requires a damage claim to be lodged from your side. Once submitted, they will issue you a lodgement number.

Please follow these steps:

Visit the Australia Post damaged parcel claim page: Lodge a Damaged Parcel Claim
Complete the online form with your tracking number and details of the damage
Upload photos of the damaged item and packaging
Submit the form — Australia Post will provide you with a lodgement number
Please forward your lodgement number to us so we can follow up on your behalf

If you need assistance, you can also contact Australia Post directly on 13 76 78.

PO Boxes & Parcel Lockers

We can ship to PO Boxes and Australia Post Parcel Lockers. Please ensure you provide complete and accurate details at checkout.

Returns & Refund Policy

Please read carefully before purchasing.

We comply with The Office of Fair-Trading Act in Queensland. We do not offer refunds or exchanges for change of mind purchases once your items have been shipped, due to the nature of crystals and spiritual products.

Order Cancellations

If you need to cancel all or part of your order before or after it has been shipped, a 10% cancellation fee will apply. This fee covers our time and the materials used to pack your products.

Non-Returnable Items

The following items cannot be returned or exchanged for hygiene, health, and safety reasons:

Jewellery (health regulations)
Oracle and Tarot cards
Books
Gift cards

Natural Crystal Variations

Crystals are naturally formed and are not all perfect. Small imperfections, variations in colour, size, and shape may occur — this is not a fault but rather the natural beauty of how they are created. Each crystal is unique, and photos are representative of the type of crystal you will receive. Natural variations are not grounds for return or exchange.