Returns, Refunds & Shipping Policy
CrystalsByEmma
Effective Date: [30.5.2022]
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1. Order Cancellations
Orders are processed promptly after being placed. For this reason, we are unable to cancel or amend orders once they have been submitted.
However, under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods. Please refer to the Returns section below for details on how to exercise this right.
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2. Your Right to Cancel (UK Customers)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items, for any reason.
To exercise this right, you must notify us within 14 days of delivery.
You then have a further 14 days to return the item(s) to us.
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3. Returns
To be eligible for a return:
- Items must be unused and in the same condition that you received them
- Items must be returned in their original packaging
- Proof of purchase must be provided
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4. Non-Returnable Items
The following items are exempt from the right to cancel and are not eligible for return, refund, or exchange:
- Mystery boxes (due to their randomised nature)
Sale or discounted items:
These items may be returned in accordance with your statutory rights, but we do not offer exchanges on sale items.
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5. Return Shipping
- Customers are responsible for the cost of returning items
- Original shipping costs are non-refundable
- We recommend using a tracked shipping service, as we are not responsible for lost returns
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6. Damaged or Faulty Items
Crystals
If your crystal arrives damaged, you must contact us within 48 hours of delivery.
Jewellery
If your jewellery is faulty (e.g. gemstone falls out or bracelet string snaps), you must contact us within 30 days of delivery.
Reporting an Issue
Please provide:
- Clear photographs
- A video showing the issue
Send to:
Email: CrystalsByEmma@hotmail.com
Instagram: @CrystalsByEmma
We will review your claim and, where appropriate, offer:
- A replacement
- A repair (if applicable)
- A full or partial refund
Claims made outside of these timeframes may not be accepted, unless required under your statutory rights.
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7. Refunds
Once we receive your returned item, we will inspect it and notify you of the outcome.
If approved:
- Your refund will be issued to your original payment method
- Refunds are typically processed within a reasonable timeframe
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8. Incorrect Address & Delivery Issues
- Customers are responsible for providing the correct shipping address
- We are not liable for orders lost due to incorrect address details provided at checkout
If a parcel is returned to us due to an incorrect address, additional postage charges may apply for redelivery.
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9. Lost Parcels
If your parcel has not arrived within the expected delivery timeframe:
- Please contact us as soon as possible
- We will investigate with the courier before issuing a replacement or refund
We cannot issue refunds for lost parcels until the courier investigation is complete.
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10. Important Information
Nothing in this policy affects your statutory rights under UK law, including your rights in relation to faulty or misdescribed goods.
We reserve the right to refuse returns that do not comply with this policy.
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11. Contact Us
Email: CrystalsByEmma@hotmail.com
Instagram: @CrystalsByEmma