Shipping, returns, refunds and exchanges.

• Shipping is free for orders delivered within Australia, when you spend $100 or more for products that fit into one 5kg Extra Large size Australia post satchel allowance and Fastway Aramex A2 Extra Large size satchel, this includes bubble wrap and packaging.
• Conditions apply, your whole order, including bubble wrap and packaging etc, must be able to fit in an Australia post 5kg satchel bag size and Fastway Aramex A2 Extra Large size satchel. However, we can definitely sort out something if your order does not fit in a 5kg bag, so don’t worry, we will call you)
• Orders under $100 ship for a flat-rate for normal shipping of $9.95 for up to 5kg Australia post satchel size allowance and Fastway Aramex A2 Extra Large size satchel.
• Conditions apply, your whole order, including bubble wrap and packaging etc, must be able to fit in an Australia post 5kg satchel bag size and Fastway Aramex A2 Extra Large size satchel. However, we can definitely sort out something if your order does not fit in a 5kg bag, so don’t worry, we will call you)
• Shipping of large geodes, fragile or heavy pieces that are not suitable for Australia post 5kg satchel and Fastway Aramex A2 Extra Large size satchel, may be a different shipping charge that we can quote to you and process manually. We want your special Crystal to arrive safely in one piece.

The Crystal and wellness warehouse have the right to refuse this offer on a case by case situation.

• As we are a small team, and we try to keep our prices as low as possible, please allow approximately 2 - 5 business days for processing and dispatch. THIS DOES NOT INCLUDE ACTUAL TRANSIT TIME.
• Due to COVID, weather conditions, natural disasters and peak times such as Christmas, shipping times can not be guaranteed, however please be assured that we promise to get your order to you as soon as possible.
• Shipping within Brisbane is traditionally much quicker.
• *Express shipping is available at $19.95 *T&C's apply by Australia Post only. Must fit in to Australia Post large shipping satchel (up to 5kgs including packaging).

Important shipping information!

• We (The Crystal and Wellness Warehouse) cannot be held responsible for any item that is lost in transit.  When tracking shows that your item was delivered to your shipping address, we are not held liable if that parcel goes missing, if your home is unattended. Australia Post will leave it in a safe drop spot only if you gave safe drop instructions, or they will take it back to the PO and issue you a collection note. Some customers request leaving at the front door, this is at your own risk. We are not liable if Australia Post advises it was delivered, and you don’t receive it, due to theft.

• If your parcel is lost by Australia Post YOU MUST lodge a dispute by quoting them your tracking number we provided. We cannot do this on your behalf. It is your responsibility to follow up on delays or parcels lost, however we will do the best we can to investigate and hurry things along from our end. If they deem the package is lost after investigation, we will issue a credit excluding postage.  Please be assured that Australia Post satchels are insured up to $100, extra insurance can be purchased.

• Please note - NO COMBINING OF SUBSEQUENT ORDERS. When placing your order we can not add more items once it is processed. We ship once daily due to volume of orders and cannot go through them all to add more items. This costs us money in damaged boxes and packaging etc. If you place multiple orders we are not liable to refund extra shipping and combine multiple orders. It is very time consuming and often results in errors being made. You can email us and we can try to help fix when possible. Please take your time, enjoy our beautiful website and order everything at one time, thank you for your understanding.

• Don’t worry, we're here to help if a parcel goes missing on it's way to you whilst in transit. We don't like missing parcels either and we'll do everything in our power to help find your parcel.

• Incorrect/incomplete address
• Failure to pick up from your local post office within their timeframe.

If you have provided an incorrect or incomplete address no refunds will be provided for any shipping costs. If your parcel is returned to us due to any of the following reasons, we will contact you to organise to ship your item again at an additional cost to you.

• If for any reason you are dissatisfied with your purchase, please contact us as soon as possible and we will do everything we can to help.
• We comply with QLD Office of Fair Trading regulations on refunds.
• We're not required to provide a refund if you simply change your mind. If you decide to cancel all or part of your order before it is shipped, you will incur a 10% cancellation fee.

 

Retail Stores refunds and exchanges

If you have made a purchase from one of our retail stores and it is not suitable, we offer a stores returns and exchange policy - see our policy here.

 

The right to refuse sale

The Crystal and Wellness Warehouse reserves the right to cancel, at any time before delivery and for whatever reason, an Order that it has previously accepted. The Crystal and Wellness Warehouse may do this for example, but without limitation, where:

(a) The Crystal and Wellness Warehouse suppliers are unable to supply Goods that they have previously promised to supply

(b) an event beyond The Crystal and Wellness Warehouse control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that The Crystal and Wellness Warehouse unable to supply the Goods within a reasonable time

(c) Goods ordered were subject to an error on the Website, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted.