Help Center

FAQ's

We aim to dispatch all orders within 24 hours of the order being made. This excludes any order made out of hours on Sunday.

  • UK Free Standard Delivery (2- 3 days)
  • UK Free Tracked Delivery (2- 3 days when you spend £70 or more.)
  • Express Delivery (Next Day Tracked and Signed when you order before 1:30pm Mon-Fri.)
  • For International (Outside UK mainland) allow 5-10 business days. Custom wait times may vary. 

Orders are sent via Royal Mail and need to be made before 1.30pm Monday - Friday secure next day delivery. 


This fully trackable service allows you to track your item throughout its journey. 

Please note orders over £70 will include this service for free.


This service includes:

  • Tracking to delivery point 
  • Signature on Delivery (due to covid restrictions, this may be suspended from March 2020)
  • SMS or email notifications 
  • Flexibly Delivery options (safe space, neighbour etc) 
  • Next Working Day Delivery Aim
  • Compensation Cover 
  • Change Delivery Options before attempt is made.

If you haven’t received your order in the allotted time frame please email our customer service team to let them know. info@cosmiccrystals.co.uk. Please be aware that there is a 14 day period before a replacement can be sent for any item which Royal Mail has confirmed as lost 


For international deliveries not received in the allotted time frame please email our customer service team to let them know info@cosmiccrystals.co.uk Please be aware that there is a 30 day period before a replacement can be sent due to items being held at customs or transit issues.

Despite Royal Mail's best efforts a small percentage of deliveries may be affected with minor delays due to the pandemic, we thank you for your patience at this time.

We currently do not offer a nominate day service, but we do have next day delivery on orders placed Monday - Friday.

As soon as we start packing your order we will send you a shipment confirmation email. This will contain all your delivery information and a clickable link to track your order online. Orders are shipping out within 24 hours of the order being placed. 


Please note that not all tracking is the same.


  • UK free shipping is scanned on arrival by Royal Mail.
  • UK Priority shipping is fully tracked with the Royal Mail 24 Trackable Service. Your link will be sent via email and/or SMS
  • International free offers no tracking and we will be unable to replace any items lost in transit.
  • International tracked services gives you full tracking options which will depend on the country you have purchased from. Please note customs waits and fees may vary.

We are unable to amend order details once the order has been made. If you would like to update your account details please see your technical issue section. 

We are unable to take any responsibility for incorrect details given and are unable to replace or refund an order which was lost due to details being incorrect. 

We are proud to say we offer FREE shipping solutions worldwide. 


UK SHIPPING

If you would like to get next day delivery then you will pay a premium for this service.  This is a fully trackable service is sent via Royal Mail. 

Our priority/next day shipping is automatic and included for purchases over £70.00

Orders over £200 will be sent for free on our DPD tracked service.



INTERNAITONAL SHIPPING

We offer free international shipping however customs charges and import taxes may vary and are not covered by us. 

For orders over £30.00 you will get free priority shipping meaning that your item will be fully tracked and signed for. 


We aim to dispatch all orders within 24 hours of the order being made. This excludes any order made out of hours on Sunday and Bank holidays .


Our warehouse is closed Good Friday and Easter Monday. If you have order on our standard service (Royal Mail)  your order will not deliver on the Bank Holiday. 


Our next day service will also be affected by the warehouse closure during the Easter period. Please bear this in mind when ordering.

  • UK Free Standard Delivery (2- 3 days)
  • UK Free Tracked Delivery (2- 3 days when you spend £70 or more.)
  • Express Delivery (Next Day Tracked and Signed when you order before 1:30pm Mon-Wed during the Easter period)
  • For International (Outside UK mainland) allow 7-10 business days. Custom wait times may vary. 

If for any reason you have changed your mind about your order you can visit our returns centre.


You will need to enter your order number which is in confirmation email and the email address which was used to make the order. 


Please note that once we receive your return, it can take up to 10 working days for us to process your refund.



We will happily offer an exchange or refund if something isn’t quite right. Simply notify us of your intention to return within 30 days of receiving your order. You have a further 14 days from receipt of your returns label to return your order. 


It can take up to 7 working days for your order to reach the warehouse and be processed.

Refunds can take up to 10 working days to show on your account. 


Please note that all items must be returned to us in their unused condition. All items must be returned in the original packaging for us to process an exchange or refund. Any items that show signs of wear and tear will be returned to the customer. 


Faulty items will only be accepted within 30 days of the goods being delivered. For any further questions please use our contact us form.


We do not accept returns on earrings due to hygiene reasons. However, exceptions will be made if the earrings that have arrived with a manufacturing defect. 

Please raise any fault 48 hours after receiving your item for it to be classed as damaged on arrival.

If you have received a returns label you can track your return using the tracking button in the email confirmation. 


If you live outside the UK we strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely.


Any items received outside of the 30 days return period will be sent back to you.

For items that are damaged on arrival, please visit our Returns Centre to report the damage. A customer service provider will contact you asking for photos of the damage to the item and the packaging. Please do not throw away any faulty items as we are unable to replace a faulty item without a photo of the fault. 

Please note you have 24 hours from delivery to tell us about any goods that arrived faulty.

Tarnishing or discolouration due to chemical or moisture contact is not a fault. Therefore we do not refund or exchange tarnished items. Please see our care page on how to look after your jewellery on our jewellery care page.

All returns are subject to our standard returns policy. If a refund is due, your invoice will be adjusted, and you'll receive a refund from Clearpay within 10 working days for all payments you’ve already made.

Your refund will be issued back to the credit or debit card you used at checkout to pay your first instalment.


If you haven't paid all of your remaining instalments, then the rest of your payments will be cancelled. If you have any instalments that are still due, these will be adjusted to reflect what you have returned.

Any returns will reduce the outstanding balance from the last instalment which may remove an instalment or reduce the instalment balance.


Customers can stay on top of their payment schedule by downloading the Clearpay App or logging into their Clearpay account here. Please see the full Clear Pay terms and conditions here.


If you have two items on separate orders to return please print both labels and include them in the same envelope. 


Each label has your unique order number and will be needed to process your refund.


The only free returns label option we currently offer needs you to print the returns label. 

If you do not have access to a printer you will have to cover the cost of the return, we strongly advise that you get your order tracked as we do not take any responsibility for returned items lost. 

Our returns labels can be used at Collect + sites, enter your postcode on this page to find the nearest one to you https://www.collectplus.co.uk/find-a-store.

  • Make sure you are using the correct email address. 
  • Check your junk folder.
  • Inform us by email by messaging - info@cosmiccrystals.co.uk

All returns are subject to our standard returns policy. Orders made with a gift card will be refunded to your bank account.


You can return any unworn item that’s in its original packaging. You will need the following information for our returns centre

  • The order number 

  • The email mail used to make the order. 

Please note that any refunds will be made to the original method of payment. 


For missing items use the contact us form at the bottom of the page. Please include the following


  • Name

  • Order number

  • Postcode

  • Date of delivery


Please note that missing items need to be reported the day of delivery.

In the unlikely event that your order hasn’t arrived and you have checked ‘When is my order classed as late’ section. 

If your order is classed as missing please contact Royal Mail customer service on 0345 774 0740. Royal Mail will be able to provide you with the GPS location of your order. 


  • NameTracking number 

  • Order number 

  • Post code 

  • Date of shipment


If you still need help after contacting Royal Mail, please use the 'contact us' button on the bottom of this page.


We are very sorry that you have received an incorrect order.


Please visit our Returns Centre page, where you can request an exchange for the correct item. 


On the exchange form please include the incorrect item that you have been sent. 

  • Please note, the sterling silver upgrade applies to the chain metal only and not the necklace mount. See our tarnishing section for returns information.

  • Crystals are mounted on metal plated base of copper (18k gold or 18K silver) Items comply with EU regulations restricting the amount of nickel (under 0.05%). 

  • Chains available in 17" or 24" with 4mm clasp ring.

  • Chains can be upgraded to Sterling Silver.

For faulty items visit our Returns Centre. Please include the following details. 


  • Reason for return and whether you would like an exchange or refund. 


Please note we cannot exchange for an item of a higher value, if you would like an item of a higher value, request a refund so you can make your new order.

If you have ordered the incorrect item you can return it for an exchange. Full details are in our returns section.


Please note we are unable to amend any order after it has been made.


Clearpay makes your monthly budgeting even easier by letting you spread the cost of your order over 4 interest- free instalments paid every 2 weeks. 

For more information please visit. https://www.clearpay.co.uk/en-GB/how-it-works

The good news is that buying a gift voucher is easy - just decide who’s email address you would like it sent to. 

  • VISA

  • DEBIT

  • PAYPAL

  • APPLE PAY

  • CLEARPAY

  • AMEX

  • GIFT VOUCHER


You can return any unworn item which is in its original packaging. Please see our returns section for full details.


You get a full refund at the price you paid for the item.


Purchases can be made in GBP, USD, CAD, AUD, EUR, JPY


We regularly send out promotional gifts in our emails and across our social channels. To have access to more offers please subscribe within the footer of the website. 


If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.


  • Check the card details and billing address is correct, 

  • Make sure you enter the security code correctly - that's the three digit number on the back of your card.

  • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.

  • If you've checked all of the above, try paying with another card.


Your code or promo offer needs to be entered on the checkout page (after the cart) 


If you are unable to get your code to work please use our “contact us” form at the bottom of this page. 

Please note that discounts and codes cannot be applied after a sale has been made.


Clearpay payment option is present on the very last payment page in the checkout process. Please continue the payment journey to the end to use clearpay.


Unfortunately you can only use one promotional offer or discount code at a time.


We are unable to apply discounts retrospectively so please make sure you have applied your discount before placing your order. If you are having any difficulties with the code or offer please use our contact us form.

You can login to your account and to update your details at any point. Please note if you have recently made an order the order details you used when the order was made will be present on the order. If you are having difficulties updating your details please use our contact us form.


Please visit the log-in page where you will be given the option to reset your password if you have already created an account with us.


All emails and text we send have an unsubscribe button, please note that it can take 7 days for your details to be fully removed from our system. If you are having difficulty please use our “contact us” form at the bottom of this page.


Please check you have the following details correct. 


  • The order number you’re using is from your confirmation email.

  • The email address you’re using is the one used to make the order.

Our crystals are responsibly and ethically sourced from our supplier from both Brazil and China.


If your item is out of stock, please visit the product page where you can enter your email to receive a notification as soon as your item is available again. We restock every 7 days so your wait will likely not be very long. 


  • Chains available in 17" or 24" with 4mm clasp ring.

  • Rings are adjustable 

  • Bracelets are one size and are on an elasticated band. 


Any item that isn’t suitable can be returned using our Returns Centre

We are said to be intuitively drawn to the crystals we need the most. You can either search for your crystal by intention or try using our crystal quiz to find your perfect match!

All of our crystals are real however our Opalite stone is a synthetic stone based on Opal and originates from Asia. Despite its synthetic origin, Opalite has been long associated with various healing benefits.



Cleanse

Crystals are said to pick up the vibration of everyone who has handled them. You will therefore need to cleanse your crystal when it arrives. To do this simply put your crystal in sunlight/moonlight for several hours to clear its energy. Leaving them on your windowsill for a few hours or overnight is always a great option! 


Charge

After your crystals are cleansed, you will then need to activate their energy. This is known in the crystal world as "programming." To do this, you must set it with your intention. Hold your crystal in your hands and visualise a bright white light surrounding it. State your intention for your crystal - for example "this crystal will help me to heal"


There are no concrete rules for how many crystals can be worn together, in a lot of ancient writing around wearing and carrying crystals it’s said that 3’s the magic number. We recommend that you find what is right for you but bear in mind that certain crystals will work better with other crystals. Crystals that have similar properties or elements will just naturally work well together. It is important to consider what it is that you want to accomplish with your choice of crystals.


Please remember that Crystal Grids, gemstone jewellery, chakra balancing all require lots of different stones. For further information please sign up for our blogs and newsletters.


You should program your crystal every 30 days or when you intuitively feel the need to. Its also a good idea to cleanse your crystal after someone else has touched it to rid it of any residual energy it may have picked up.


If you have been lovely enough to buy someone a crystal gift, the only thing you need to do is give it to them. The person the gift is intended for should cleanse and program their own crystal. They can also wear their crystal whilst they are going through the process. Crystals are said to be even more powerful when purchased as a gift.


If you want to find the best crystal for you please use our Crystal Quiz or search by Meaning

If your crystal has changed colour or become cloudy or even developed some new inclusions or other attributes, then its possible that an energy exchange has taken place. It’s said in the crystal world that it has interacted with you in some way that has caused its energy and your own energy to intertwine. That energy exchange may have left a mark in the crystal and has actually transcended from energy into matter.


We are proud to say that we have a female founder, who is committed to gender equality. Our pay is based on the job role not the gender of the person doing the job.

Please visit our wholesale page found here for more details https://cosmiccrystals.co.uk/pages/wholesale


We would love to have you onboard the team. Please visit our https://cosmiccrystals.co.uk/pages/join  for more details on how to sign up.