Jewellery
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Keyrings
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Please speak with our customer services team regarding the issue of any items before resending the item back to us. Items returned without receiving return confirmation from the customer service will not be actioned for any form of refund. Please see the criteria below and follow the instructions as advised to your reason of return.
Please email customer@thekrystalkingdom.co.uk along with any applicable pictures or you can contact us via our website "Contact Us" option (images cannot be uploaded via the website).
Before we issue a refund or store credit, we must inspect the item to make sure it meets our policy.
When returning an item, it should be wrapped with their original packaging or a suitable one. Making sure the item is securely inside the box, place a note/invoice inside including your name and order number otherwise a refund will not be eligible.
Items that have returned to us faulty will not be accepted if instructions for product care have not been adhered to and damage to the product is due to clear misuse, wear and tear or the items not being wrapped appropriately.
It is recommended to use a ‘Tracked’ or ‘Signed for delivery’ so they arrive safely without complication. A return needs to be made within 14 days of delivery and mailed within 14 days after any communication about the problem. We are not liable if we do not receive your returns parcel.
Contacting us for a return after 14 days is outside the policy and therefore will not be accepted.
We also deem this as a return under these conditions; the customer not wanting the item they have received along with the item being unused and in the exact condition as to when it was when sent out to you. To be eligible for this, you must contact us within 14 days of receiving the delivery and mailed within 14 days after any communication about the problem. Please follow the returns requirement above to ensure a safe return without any damages. Returns will be rejected or void if a damaged item is placed under this condition.
Once we have received the item, we will carry out our own investigation to determine whether you receive a refund (based on the price and condition) or get given store credit.
Crystals from our website cannot be used for hire or renting and then returned.
Only Store credit will be given to items returned under ‘Sold as Seen’.
To all ‘Sold as Seen’ items that are refunded, a Handling fee will be applied.
You are responsible for the shipping costs when returning an item for ‘Change of mind’.
Descriptions of items are found on the website but if what you have received is faulty or noticeably different then please contact customer services for a refund. Our first call for such circumstances would be to offer you a replacement, if this is not possible a refund will be given upon return of the original item. Returns need to be made within the 14-day policy from the date of communication. Postage on items that are deemed faulty can be reinstated with a proof of receipt.
In the likely chance your order is damaged or broken while in transit, customers are required to send photographs of the items and package. This does not apply to items that have been wrongly used, damaged or sit outside the 14-day return policy as mentioned above. A refund can only be given once the items have been returned back to us in the original condition and packaging, customers wishing to exchange can be offered as alternative. Due to hygiene standards certain items cannot be returned including earrings, Yoni eggs and Oils. Returns of these items will be at your own expense unless the item is found faulty.
Upon receiving the delivery, customers are advised to check if they have all the items ordered along with the condition. Some items are small and may be lost within the packaging, please empty carefully to ensure items are not missed. We advise you to keep the box with the packing contents inside and printed invoice in the likely event of receiving a damaged/missing item. This will be key for your claim to be processed as we need photographic evidence of the order, once accepted returns should be mailed within the 14-day policy.
The instruction as stated below will provide the requirements need for your claim to be processed. Each point should be an individual photograph that is full and clear to investigate.
1) A photo of the original box and each of the items protective wrapping.
2) A photo of all pages within the paper invoice that is given in the package.
3) A photo in broad day light of all the items withing the received order without the wrapping.
4) A photo of the queried items (this should be added only for items that are incorrect, not like the description or damaged)
For funds to reach your account will take between 7-10 working days once the refund has been accepted. Cancellations of orders must be notified via email within an hour as orders are processed immediately.
Refunds on items that have been dispatched but not delivered to the customer will be handled by the Couriers Claims Team due to the issue being on their behalf, not ours. Claims can take around 4 weeks to complete therefore we cannot process a refund until they have completed their investigation.
There is a time frame of 7 working days for UK orders, and 30 working days for international orders on packages that display a tracking status of ‘delivered’ but have not yet been delivered/’In-transit’ but have passed the given days for delivery. This period needs to pass for us to initiate a claim.
We are not liable for any status or similar reason given below on a returned package to us. If so, you will have to pay for the additional costs to reship the order back to you at the correct address.
Reasons stated above cannot be used for cancellation/ refunds. It is advised you track all updates or your order so this does not occur.
We do not take responsibility for packages that have been collected by an unknown person due to incorrect shipping address.
Packages being held due to failed payment at customs or other reasons fall within the responsibility of the customer. We therefore advise you to check any custom information and payment requirements before placing an order with us. Please note reasons provided for “no delivery” due to Customs actions cannot be used for cancellations/ refunds on orders that have been dispatched and shipped.
