FAQ's & Policies

NO CANCELLATIONS, RETURNS, OR REFUNDS OF ANY KIND

I do NOT allow any refunds, returns or exchanges, all sales are final.*

This includes orders placed that have not shipped yet!

Items are one of a kind and cannot be replaced.  Crystals are formed by nature and have natural cracks, crevices, colorations etc.  Some are incredibly soft and may have slight shedding during shipments unfortunately.  If your item arrives with significant damaged, you will need to contact the shipping company to receive a refund, unless your package had the Route protection on it. Please see the info below.

*If you have Route: All you have to do is go to the Route protection e-mail you received and start a claim or tap here. Easy peasy.

*If you DO NOT have Route:

IF for ANY reason we grant an exception, your refund will not include shipping cost (both original and return costs), or the fees that I incured at the time of the order (3%), this includes cancelling before shipment. Please remember I am a small business, and I get charged a fee the second an order is placed. If the item comes back to me damaged, you will also not receive a full refund on the item.

If there are issues with your order, you must EMAIL (not in Instagram) me within 24 hours of the DELIVERY DATE, by responding to your order confirmation e-mail.

I do NOT allow order cancellations. This is why I request in many places on this site that you are 100% sure before placing the order and that you double check all of your information and details. If I have to cancel your order to fix a shipping address or you used the wrong payment method, you will incur a 3% fee as I do not get the fees back on cancelled orders.

IF I make an exception to cancel and order, you will also not receive 3% back.

In addition to remembering I'm a small business and not Amazon, not only do fees hit me much harder, but I do see every order that comes in. And it is true what they say, when you order from a small business, a real person (me) does a happy dance. I'm not exaggerating when I say that every order notification big and small means the world to me.

It is VERY rare that I would ever cancel an order without any communication. I likely TRIED to communicate with you via e-mail multiple times, and unfortunately did not receive any response. I will not call or text.

Many times this is due to a wrong e-mail address you input into the order, or an e-mail inbox being full (yes both of these happen frequently). This can also be due to no fault of yours, as it may have gone to spam.

But if I need information or something from you prior to fulfillment, and I do not hear back, I cannot ship an order, and it will be cancelled.

If I did cancel your order and you still want it, please visit my contact page and send me a message there (make sure you give a good e-mail address - and likely not the one you put in the order). If you don't hear back from that message, again check your spam, or try the contact form again with a different e-mail address.

All shipments include tracking numbers that are sent with your shipment confirmation e-mail (separate from the order confirmation).  Please note that I receive the SAME tracking information, nothing more. Once the package has been dropped off with USPS or UPS, we have no control over them anymore.

If your tracking number even just says 'Accepted - Shipment Received, Package Acceptance Pending' - it has 100% guaranteed been dropped off with the USPS. I do not know why this happens, but you will first want to submit a 'find my package' or start a 'service request' with them. When you write in, note to them that you are sure it is in their possession... because it is, I promise! If tracking does not update for 2-3 weeks, please send me a message through the 'contact us' page or even better, reply to your order confirmation e-mail.

If your shipment shows that it has been delivered, unfortunately there is nothing we can do unless you had the Route package protection on your order. I cannot refund for this, so please keep that in mind. If you've had problems with deliveries, or there is a risk, you need to pay for signature confirmaitons.  

See below question for more information and suggesstions : (  Please try to remember I am a small business and not Amazon.

If your order never arrives:

If you have Route: You will simply need to start a claim through the Route protection e-mail you have received or tap here.

If you do not have Route protection (only valid on Priority orders - not First Class):

You can submit your USPS claim HERE.
or UPS, submit HERE.

You will need the 'from' address, aka my address.  Please e-mail me to receive this info.

While we do everything humanly possible to ship your item safely to you, the shipping companies (USPS, UPS, etc) have 100% control of your packages : (  Unfortunately once it leaves our possession, we cannot do anything, and is therefore up to the USPS (or other shipping company used).  If your item does arrive damaged, you will need to: 

If you had Route protection on the order: You will visit the Route protection e-mail you received and start a claim or tap here. They will ask for photos of the item, and possibly the packaging. But it should still be easy.

If you do NOT have Route protection:

You will have to submit a claim with the USPS (or UPS) directly. IF they issue any refunds, it will only be up to $100 on Priority packages (no insurance on First Class/Ground).

They will REQUIRE the following photos for your claim.  Without these photos they will definitely not accept your claim.  You MUST also keep ALL packaging and items until the claim is fully over as they will likely make you visit a post office to show these items (it sucks, but that is their new policy).  Lately they have been rejecting any claims that do not get this.
 
- Multiple photos of the broken item(s)
- A photo of the shipping label on the box clearly showing the TO & FROM address.
- Multiple photos of the box, especially any noticeable damage (the more you can show this the better, as that is obviously their handling).
- Photos of all of the padding that was around the piece.
- Screenshots of your order details (you can access custom listings through your order confirmation).
- Return Address: This is MY shipping address in the top left of your shipping label.
- Shipment Dates: These will be found on your tracking e-mail.
*If you have any video of the box being mishandled by a carrier, keep that as well, or screenshots.

You can submit your USPS claim HERE.

If your order was shipped through UPS, submit HERE.

Some pieces are super soft or fragile, like selenite, white aragonite, etc. and may 'shed' small pieces.  This is natural for crystals versus a crystal breaking in half or a significant piece falling off.  

If for any reason I allow a return of an item... you will be responsible for return shipping costs, and the item must arrive the the same condition.  I will also not refund the original shipping cost.  You must e-mail me about this within 24 hours of the delivery date.

Please remember I ship to the address that YOU provide when the order is placed. It is automatically put into the shipping label - I do not manually edit it.

Unfortunately I cannot refund for packages marked as delivered (or lost in transit) unless you have put the Route protection on your order.

Please check with your family or neighbors to see if they somehow grabbed it for you first of all. If you have a community package/parcel locker, please double check that the key just didn't make it into your mailbox (talk to your property manager and/or mailman). I suggest talking with your management company either way because I have had customers locate quantites of packages they thought were lost.

Sometimes it says it is delivered, but it will come a day or two later.  I've seen it all, but again, I can't do anything.  Please remember I cannot control this, and did not cause anything to happen to your package myself.

Most customers have the best luck by visiting their local post office with their tracking number and 99.99% of the time they find it this way. This is the best way to go about finding your package because they are the ones who can speak to the actual mail carrier who supposedly delivered it. If you can talk with your actual mail carrier directly, that is your best bet as they will know exactly what happend.

Again, unfortunately I cannot refund for packages marked as delivered unless you added the Route protection. - Please try to remember I am a one person business. I ship to the information you provide when the order is placed. I cannot control how your package is handled or delivered, where you live, etc. I can't control the entire postal system, your mail person or thieves. It is unfair to blame me. And sadly I have had people fraudlently state they did not receive something when they in fact did (and posted on social media).

You MAY pay to add a delivery signature (which I suggest if you live in an apartment or area with foot traffic, or where your packages are visible), but that will be your responsibility.  Please let me know if you want this service added prior to checking out.

See 'my order has not arrived' above more more info.

If you have Route: You will simply need to start a claim through the Route protection e-mail you have received or tap here.

Oh USPS, they always come up with new things I need to add... If you JUST received tracking information and your order is marked delivered the same day.... yes this has happened unfortunately.

This means USPS scanned them into their system incorrectly as 'delivered' instead of 'accepted'. Your order will still in fact travel as normal to its destination, BUT your tracking number likely will not update at all. Please see the 'shipping speed info above' for an estimate of how long it takes.

On the rare occurrence this happens (it's only happened to me once in 5 years - but 6 packages at the same time, yikes!), please e-mail me and I will try to get you updates. USPS can 100% see the actual live tracking on their backend, it is just that you and I cannot see the package in movement.

If an item arrives to you broken AND you have Route protection, then yes. Please submit a request through your Route protection e-mail and you can either receive a replacement or refund.

If you refused the Route protection, then orders are not covered for replacement or protection. But in 5 years, I've only had one jewelry piece arrive broken... and that was years ago.

Regardless of if you have Route - if your jewelry item breaks after it arrives, then no. I am sorry, but I cannot refund or replace once it has arrived safely. I am not responsible for how items are worn or cared for. There are too many things that could happen to these items in your possession, that it is not fair to ask me to replace them. Please care for your items well, like you would from any shop.

If you have one of the delicate chain necklaces and it gets tangled, PLEASE do not pull them. They can be untangled by very gently and slowly trying to undo the knots and twists. But this is why on the product listing I suggest you do not store these in a pile. This type of chain would tangle from any store or brand you get it from.

Please remember I ship to the address that YOU provide when the order is placed. It is automatically put into the shipping label - I do not manually edit it.

Unfortunately I cannot refund for packages marked as delivered unless you have put the Route protection on your order.

Please check with your family or neighbors to see if they somehow grabbed it for you first of all. If you have a community package/parcel locker, please double check that the key just didn't make it into your mailbox (talk to your property manager and/or mailman). I suggest talking with your management company either way because I have had customers locate quantites of packages they thought were lost.

Sometimes it says it is delivered, but it will come a day or two later.  I've seen it all, but again, I can't do anything.  Please remember I cannot control this, and did not cause anything to happen to your package myself.

Most customers have the best luck by visiting their local post office with their tracking number and 99.99% of the time they find it this way. This is the best way to go about finding your package because they are the ones who can speak to the actual mail carrier who supposedly delivered it. If you can talk with your actual mail carrier directly, that is your best bet as they will know exactly what happend.

Again, unfortunately I cannot refund for packages marked as delivered unless you added the Route protection. - Please try to remember I am a one person business. I ship to the information you provide when the order is placed. I cannot control how your package is handled or delivered, where you live, etc. I can't control the entire postal system, your mail person or thieves. It is unfair to blame me. And sadly I have had people fraudlently state they did not receive something when they in fact did (and posted on social media).

You MAY pay to add a delivery signature (which I suggest if you live in an apartment or area with foot traffic, or where your packages are visible), but that will be your responsibility.  Please let me know if you want this service added prior to checking out.

See 'my order has not arrived' above more more info.

If you have Route: You will simply need to start a claim through the Route protection e-mail you have received or tap here.

This is a rare one for me, but if you see that somehow the package was 'out for delivery' but then changed to 'available for pickup at post office', a couple things could have happened. They could have forgotten to deliver it, it could have ended up on the wrong truck/route, or they did not feel it was safe to leave the package.

If you click on the tracking link from your e-mail (or copy and paste the number) and go to your tracking on the actual USPS website, you will see a 'request a redelivery' button just under the tracking number. Hopefully this will get it delivered. Otherwise you may have to go to the post office with photo ID, tracking number, and bill or mail with your name and address to pick it up.

Please know I have no control of this happening. I ship to the address you provide to me, so I don't make any special 'pick up' requests.

I didn't receive the ____ item from my order...

Please check your boxes carefully, as sometimes small items can hide in the paper shred. I try to make them obvious, but sometimes they wiggle down in transit.  I promise it is there!  On the extremely rare occasion it is not, see below.

After checking the box, and the area you unpacked REALLY REALLY well (please!) and it is still missing....

I'm so so sorry! I keep all orders separate to avoid this, but I am human.  If you really are missing something, please respond to your order confirmation e-mail and let me know what specific piece is missing and include any applicable photos. Please do not DM on Instagram. This gives me all the information I need to see what happened and I so I can check the claim photos and packing videos before getting back to you. If it is truly wasn't picked for your order I will of course make it right!

Please note that I cannot replace or refund for pieces that may have been lost or accidentally thrown out with the packaging. 

You must contact me within 24 hours of the delivery date.

Again, unfortunately once it has left our possession, it is USPS who is in control.  I can't make it go faster sadly, and I don't receive any additional info.  Sometimes they don't move the package like they are supposed to, and sometimes it takes an accidental longer route.  If your order is stuck in transit (they can do this for up to weeks at a time), you will need to submit a 'Find Missing Mail' request here or visit your local post office.

Sometimes it even says it is delivered, but it will come a day or two later.  I've seen it all, but again, I can't do anything.  : ( I've had a customer with TWO orders delayed by a MONTH!

You MAY pay to add a delivery signature or add the Route package protection (see above question on insurance), but that will be your responsibility.  Please let me know if you want added prior to checking out.

No sorry, I cannot just change it! If we have to re-do your order for any reason, you will be required to pay a 3% fee for your order total as we do not get the fees back on the order we had to cancel.

I cannot edit payment methods at all, so you will be required to re-do your order for that too.

Payment providers like PayPal do NOT allow us to change the address, so please be sure to input it correctly.  We ship to the address that is input by YOU, and the label is created automatically by the system.  We have no way of knowing it is an incorrect address, whether that is the Apt # or an entirely different address.

Similarly, if you are moving, if you do not put anything in the order notes like 'please wait 5 days', or 'must arrive by __ date' on the cart page (no instagram messages), we WILL ship the item as we regularly do.  Again, it is all done by what is in the shop system. 

If your address is incorrect and you need to change it, you can TRY to have it changed using a USPS Intercept Package request.  There is a fee involved, and it is done directly through the postal service, I have nothing to do with this.

IF you catch this before the item ships, we will have to cancel the entire order and have you re-order again.  Since there are fees we incur for doing this, we will charge a fee of 3% of the order total, to re-do your order. (This is the fee we are charged to refund your order).  Please e-mail us immediately to do this. 

I will ship to whatever address YOU put into the order, so if it is sent to the wrong address because of this, I cannot issue a refund.

I'm sorry, but I do not allow cancellations of orders or returns. IF you did place an order on accident, please contact me ASAP with the issues. If you used the wrong address or payment option, there will be a 3% fee to re-do these as they are fees I don't get back on canceled orders.

Again, please contact me PRIOR to your order shipping. Once you receive the items, I cannot do anything. There may be rare occasions where you can send all items back (at your cost), and I MAY issue a refund (minus shipping costs and fees), but you must contact me to arrange this.

Fraudulent Orders

If you place an order, and receive your items and say nothing to me and instead file a chargeback or claim through your credit card or PayPal, that is a REALLY crappy thing to do to a small business. Not only did you steal our product AND money, but it charges us an additional fee too. Shame on you. Legal measures will be taken against customers who fraudulently file a chargebacks.

My website can only charge for an order once. Sometimes through the credit card process, your credit card company will issue an automatic 'authorization' that can sometimes be voided and then re-authorized before it is finally charged. It all happens within seconds automatically through the processing system. This is on the back end of the credit card company processing, not on my end. It may show as a second 'pending charge' for a couple days before it eventually disappears from your statements.

But I can definitely only charge once.

One of three things is happening. 1. The order didn't actually complete. 2. Your e-mail from me is in your spam folder. 3. You input the wrong e-mail address into the order.

See below about details on each, and what to do.

The most likely is that you did not actually complete the order yet. These are considered 'abandonded carts', and my system will eventually send you a 'reminder' e-mail about the items. Depending on your browser, if you go to your cart on this site, and the items are still there, you did not complete the checkout. If you never try again the 'pending charge' will eventually just fall off your statement because I haven't actually charged anything.

I cannot refund you (because I did not receive any money) nor can I make this pending charge go away any faster as I have zero access to the funds or your account. This is 100% on your bank/cards side of things.

Many times this is due to incorrect billing information (especially zip code - check that your shipping and billing address for the card if they do not match), card expiration or CVV input incorrectly, or sometimes insufficient funds on the card. Please double check all of these things.

- - -

The second option is that you entered the wrong e-mail address. Please check your spam folders as my e-mails can sometimes go into that. If you check all of your e-mail addresses (including spam), AND your cart is empty (because you DID order, just wrong e-mail), please send me a message through my contact form with the name and city/state your order is likely under.

You take responsibility for any orders placed by a friend or family member, including those under 18. I have no way of knowing this.

YOU must keep your payment information secure on your end. If your card or payment information is used on this website, you acknowledge that you have given the child, relative, friend, etc., you have given access to your information, PERMISSION to use it, and are therefore responsible for all charges.

I will NOT refund for this happening. IF I do make an exception, you MUST send back ALL items, packing, and everything in the box at YOUR expense. If I do this, you will only receive a refund for the items, not shipping or any fees I incured from the order.

If you are having an issue with a gift card code entered at checkout, two things could be happening.

1. You've already used the balance of the card up. If you got the card from someone else, you may want to ask them. Only the e-mail that is on the original order for the gift card will receive the code (even I can't see it).

2. Your code should have 16 digits with a mix of numbers and letters. If you do not see 16, please send me a message through the contact form (with gift card order number if possible, but if not, hopefully the name of the person who ordered and the gift card amount so I can find it).

Shopify automatically e-mails the gift card codes directly to the customers, and unfortunately they have been known to leave off the last digit in the e-mail. I'm trying to get this fixed. But the good news is I can see the last 4 digits of the code, so I can provide this last one.

I'm sorry for the extra trouble! I'm working with Shopify to stop this, but currently it's not something I'm able to control on my end.