SHIPPING POLICY
Australian Customers
All goods are shipped via Australia Post to provide every customer with a trusted delivery. Once payment is received, your order will be packaged and a tracking number provided within 1-5 business days.
STANDARD POSTAGE
Up to 1kg $12
1-3 kgs $15
3-5 kgs $17
5-7 kgs $20
7-9 kgs $24
9-11 kgs $27
11+ kgs $30
EXPRESS POSTAGE
Up to 1kg $15
1-3 kgs $17
3-5 kgs $21
5-7 kgs $25
7-9 kgs $30
9-11 kgs $35
11+ kgs $40
STANDARD POSTAGE WITH INSURANCE
Add $3
If your parcel is returned to us, for any of the following reasons, we will contact you to arrange alternative methods which will incur additional shipping costs. These are but not limited to:
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Incorrect or incomplete address provided
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Return to sender
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Failure to pick up from your local post office
Crystal Den will not be liable to replace or refund the items when tracking shows your parcel was delivered to your shipping address and that parcel goes missing due to theft or other.
If your parcel is lost by Australia Post YOU must lodge a dispute with Australia Post with your parcel details. It is your responsibility to follow up on delayed or lost parcels directly with Australia Post.
PLEASE NOTE: Delays are currently being experienced in shipping with Australia Post due to Covid19 impacts which are beyond Crystal Den's control. We assure you that tracking numbers will still be provided and we thank you for your patience.
For International Customers
Please contact Crystal Den direct prior to purchasing for individual circumstances.
REFUNDS AND RETURNS POLICIES
Refund Policy:
Crystal Den complies with the Queensland Office of Fair Trading regulations on refunds. We are not required to provide a refund or replacement if you simply change your mind.
If you cancel all or part of your order prior to shipping, this will incur a 10% cancellation fee.
Returns Policy:
Due to the nature of certain items, we do not accept returns for any reason. If you are unhappy with your order, please contact Crystal Den immediately. If you are missing any pieces to your order please contact us within 5 business days to report the missing pieces for your request to be processed.
Exchanges and Replacements
Crystals and specimens are naturally formed by the Earth and small imperfections may and will occur. This is not a fault, but naturally how they are created. We will only replace items that are defective or damaged and in its original packaging.
Exchange exemptions:
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Clearance items are sold as is and all sales are final.
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Items sold as is are final sales.
Damaged Items:
If any items arrive damaged, we reserve the right to replace the item or a similar item to the same value or a store credit. Items being claimed as damaged must be in its original packaging. If an item arrives damaged please contact us within 5 business days along with sufficient evidence for claims.