Question 1

My crystal arrived broken.

Accepted Answer

We do our best to ensure each and every item finds itself to you in perfect condition, unfortunately, accidents happen.
 
If your crystal has arrived broken, please email us with your order number and a photo of its condition to kim@kimscrystals.com.au so we can work out the best solution for you.

Question 2

Can I return my crystal?

Accepted Answer

Returns and exchanges are not accepted based on crystal characteristics or on change of mind. All sale items are final and cannot be returned for a refund or exchange unless deemed to have a major fault.
 
Stones are natural minerals each beautiful and unique in pattern and crystalline composure; therefore no two crystals will ever be the same.
 
Please be aware, as natural objects their appearance can vary from the images shown and they may contain tiny fissures and pits and expect to find inclusions and beautiful markings within the crystal itself.  Our designs and crystal cuts are made to show the beauty of a crystalline structure, as our products are hand cut, they will never be completely ‘perfect’.

Question 3

I'm missing an item in my order

Accepted Answer

Please check to ensure the item isn’t hiding amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and tumble stones are wrapped up in bubble wrap and padding within your parcel.
 
Still can’t find it? We can sort that out for you, contact us here with your order number and missing item.

Question 4

How long until my order is shipped?

Accepted Answer

Please refer to our Shipping & Returns page.

Frequently asked questions

My crystal arrived broken.

Can I return my crystal?

I'm missing an item in my order

How long until my order is shipped?

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