Frequently Asked Questions
Returns Policy
For any concerns with your purchase, please email hello@crystalcollective.co.nz within 7 days of receiving.
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Refunds will not be issued for change of mind or buyers remorse : ) As the natural composition of crystals is delicate, due to the fragility we package all items in a quality controlled environment and this makes accepting returns that little harder, but we will assess returns on a case by case basis. We can not accept returns of jewellery items for hygiene reasons. Our body and healing products will only be accepted for returns when the item is faulty or damaged, these must be returned in their original packaging, unused. Please contact tania@crystalcollective.co.nz.
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Refunds are accepted for incorrect items or at the discretion of individual purchases and circumstances. We cannot be responsible for damages during shipping. However, this can be assessed at the time by following our returns policy.
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Sale items are strictly no exchanges or returns.
What is the shipping and delivery process?
When we receive your order it will be processed for dispatch within 1-2 days. Once processed you will receive a tracking number via email. We operate Monday to Friday, occasionally on weekend days, depending on demand (excluding public holidays).
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We recently changed our shipping to NZ Post, this change ensured we have sourced the most competitive rates for you the customer. NZ Post delivery is typically 1-3 days, please allow for delay during seasonal periods and (hopefully not) in the event of another pandemic or disaster. Please be aware if you authorise an ATL (authority to leave) manage your order closely and opt for the tracking update emails. If your package goes missing after being left under an ATL, we are unable to process missing package claims.
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Whilst we make every effort to ensure your purchase reaches you in the expected timeframes, we are unable to accept liability for delayed delivery caused by any third party.
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If you require an address change after purchase, please email tania@crystalcollective.co.nz within 24 hours as our computerised system cannot be altered once your address is processed. If you have any concerns and are requiring a trace on an undelivered package, please email hello@crystalcollective.co.nz - provide details and your tracking number, and we will do our very best to locate your package and email you updated delivery information.
What are the payment options?
We accept the following methods of payment: Visa, Visa Debit, Maestro, American Express, MasterCard. All payments on our site are processed via Stripe payment fulfilment service. Crystal Collective NZ assumes no liability for the availability and functionality of this service. Crystal Collective further holds no liability for any financial implications caused by the use of Stripe payment service. Stripe Complies with the Electronic Commerce Directive.
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Buy now pay later options (Afterpay and LayBuy) available at checkout.
Packaging and Recycling
We are proudly an eco conscious business and this reflects in our choices around packaging. We source our packing materials for our hand-made body and healing products from a reputable New Zealand based supplier. We use only recyclable plastics and highly recyclable aluminium. Our boxes, tissue, cards and shipping materials can be recycled in your paper recycling. Our shipping bags are made from plants and are completely biodegradable in your household waste. Our bottles are recyclable through your curb-side glass recycling.