Welcome to The Crystal Den AU

Refunds are only able to be issued if an item in your order has been received broken or your package has been lost in transit. No exchanges or change of mind are accepted, be mindful when purchasing. If an item in your order has been received broken you have 24hours to contact me with photo proof, this will then result in a refund of the broken items. If your order has not arrived within the estimated delivery time given to you through your tracking number, be mindful of COVID 19 delivery delays. Once you start to think that your parcel has been lost in transit, contact me letting me know along with your tracking number and we can work together to either find your parcel and if it has indeed been lost in transit, I will refund your missing items. *If we do conclude on a refund, the money will be refunded back onto the payment method you used to purchase and can also take 3-7 business days for the money to come back through*

The Crystal Den's processing time is currently 1-7 business days. Keeping in mind though that this can change due to order overloads (dozens of orders at once) which can then push my processing time back to 1-14 business days. I would also just like to ask that you understand that I am a one person business, I am doing my best to attend to everything all at once, packing orders, shipping orders, restocking, social media, emails, etc. It is a difficult job without any employees so I ask that you be patient with me as I am doing this because I want to share my light with you all.

Payment for any live sale order is due within 48 hours, failure to pay will result in a ban for future purchases through my live sales. Put backs/swaps are allowed DURING the live sale. However, after the live sale has been ended, put backs/swaps are unable to be done. Only claim items that you intend to pay for and be mindful when purchasing as you will either have to be or abandon your cart which again will result in a ban for future live sales.

Once Australia Post has your parcel, I am no longer in control with any delays or postage issues. If your parcel has been lost in transit, refer to the Refund Policy on how to go about this. If I recieve a "Return To Sender" parcel (it has not been delivered to the correct address to it has been returned to me) then I will contact you via email to discuss what went wrong. Usually it is one of two things, the first being that you have entered the incorrect shipping address through my website. If this is the case, you will have to re pay for shipping and send me through the correct shipping details. The second would be that it has been a fault on my end where I have entered the incorrect shipping details. If this is the case, I will still contact you to let you know, confirm your shipping details and I will pay to re ship your order.

Order cancellations are not accepted, this usually falls under a "change of mind" (refer to the Refund Policy). Your order is only able to be cancelled/refunded if there is actually something wrong with your order.