UK SHIPPING IS FREE ON ORDERS OVER £100

Wait Times:

NOTE: Processing time is 1-7 business days. Business days do not include weekends or bank holidays. All wait times listed below are for AFTER dispatch.

TRACKED 48: 2-5 working days (£3.49+ OR free on orders over £100)

TRACKED 24: 1-3 working days (£4.49+)

Special Delivery: 1 working day (£9.49+)

It is asked by Royal Mail that UK customers wait a full 15 business days after the estimated delivery date before claiming for a lost item. 

International Not Tracked (covered up to £20 for loss or damage): Up to 21 Business Days 

International Tracked  (covered up to £50 for loss or damage): Up to 21 Business Days

International Economy - NOT TRACKED (covered up to £20 for loss or damage): Up to 60 Business Days. This is because economy parcels go by boat instead of plane - please only use this option if you are prepared to wait.

Fully Covered up to £500 - TRACKED: 5-15 Business Days

Any orders excluding the UK + Europe are now only going via tracked when they exceed 600g of weight. 

Note that these times are only estimates and are always likely to fluctuate due to customs waiting times in different countries etc.

It is asked by Royal Mail that all international customers (excluding economy) wait a full 30 business days after the estimated delivery date before claiming for a lost item. 

Packaging & Processing:

Please allow up to 7 business days for your order to be processed. Each order comes in eco-friendly packaging, with a business card and free sticker. Orders over £25 will also receive a free crystal.

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Cancellation Policy:

We accept cancellations within a 24 hour time frame. If you cancel your order after this time frame, you will be charged a small fee - equalling the amount of fees lost to us when you made your order.

Broken/Lost Packages:

At Constellation Crystals we try our best to ensure all packages are delivered safely, and on time. With crystals being unique items it is a real tragedy if one of our items turns up broken.

If this does sadly happen to you, or your parcel becomes lost in transit - please don't hesitate to contact me via email - contactconstellationcrystals@gmail.com.

Each issue is resolved on a case-by-case basis. Where we can, we offer full refunds. In some cases, partial refunds, store credit or replacements are issued instead.

​I will aim to respond to your query within 1-5 business days in order to reach a satisfying conclusion. 

​Coverage:

For TRACKED 48 and TRACKED 24: if your order is heavily damaged or lost then you will receive coverage of up to £150. 

For International Tracked: If your order is heavily damaged or lost then you will receive compensation up to the amount of £50-£250 depending on option chosen at checkout. 

If there is only light damage then a partial refund or discount code will be issued instead. 

If you paid for Special Delivery shipping your order will be fully compensated up to £500.

 

​Returns:

Any returns will receive a full refund - minus the postage paid from the original transaction. The cost of return postage lies solely with the buyer.

UK Returns: ​You may request a return within 3 days of receiving your order plus the return must be sent within 14 days of receiving it. Your appropriate refund will be processed as soon as the return is received. Please request a proof of postage upon returning the parcel and send us a photo so we can verify it was posted. Note that you will not be refunded for the original postage cost, as this has already been paid and processed on our end.

We accept returns on full orders or on individual items.

International returns policies vary, so please e-mail us for accurate info.

If your parcel is returned to us due to an incomplete or wrong address, that was written wrong on our part, we will pay the extra postage to resend your parcel. However if you are at fault for providing an incomplete or wrong address, you must pay the postage to resend your parcel to the correct address.

If you fail to communicate with us or decide not to pay the additional postage to get your order re-sent out to you, you'll receive a refund for the items but NOT for the original postage you paid.

​We will not refund any items that become damaged AFTER you have received and opened your parcel. Unless your items have arrived broken, any future damages are not our responsibility.

If you return an item broken in transit, the coverage policies we have remain in full effect.

Customs Fees:

Once your parcel arrives in the destination country, you may be charged a customs fee. This is usually a customs handling fee + import duty/tax on the value of your parcel. It is illegal for us to mark an order as a 'gift'.

We are not liable to pay for any customs charges you may receive on your parcel, this is part of the shipping process and we are unable to control these charges. No refunds will be given for any customs fees you are charged.

NEW EU RULES: We operate via the DDU (delivery duties unpaid) system - meaning it is YOUR responsibility to pay the delivery duties when the parcel arrives in your country. These fees are VAT on the total amount of your order including shipping - VAT rates are different in every country and it is YOUR responsibility to know this when purchasing. There is then also usually a small customs handling fee on top of this.

PLEASE NOTE: It is and has always been YOUR responsibility to accept that customs charges will come with your order. If you are paying for a live sale or story sale order, you must've considered these fees BEFOREHAND as we do NOT accept put backs on the basis that the fees were too high.

If an order is returned to us due to customs fees being unpaid, you will NOT receive a shipping refund, and will also have a small fee deducted from the product refund - as we have already paid charges we cannot claim back.