Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and undamaged, in its original packaging, and with any certificate or label that came with it. You will also need the receipt or proof of purchase.
To start a return, contact us at contact@okeycrystal.com with your order number and photographs of the item. If your return is accepted, we will send you the return address together with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always reach us with any return question at contact@okeycrystal.com.
Damages and issues
Every order is packed with protective padding. Please inspect your order on arrival and contact us within 7 days if a piece arrives broken or chipped in transit, or if you receive the wrong item. Send us photographs of the piece and of the outer packaging, and we will replace it or refund you in full, at your choice.
Natural variation is not a defect
Every piece we sell is a natural mineral specimen. Colour, banding, inclusions, veiling, and exact size and weight vary from piece to piece, and our photographs are taken under studio lighting. Minor variation from the listing photographs is normal and is not treated as a defect. Where a piece is sold as a specific individual item, the piece shown is the piece shipped.
Non-returnable items
The following cannot be returned:
- Custom and personalised pieces, including engraved, drilled, wire-wrapped and made-to-order items.
- Pieces sold on final-sale or clearance terms, where this is stated clearly on the listing.
If you are not sure whether an item can be returned, ask us before you order and we will confirm it in writing.
Exchanges
The fastest way to get the piece you want is to return the item you have and, once the return is accepted, place a separate order for the new one.
European Union 14 day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition that you received it, unused and in its original packaging, and you will need the receipt or proof of purchase.
Return shipping costs
If the return is the result of our error — a wrong, damaged, or misdescribed item — we pay the return shipping. If you are returning an item because you changed your mind, the return shipping cost is yours, and the original shipping charge is not refunded. We do not charge any restocking or cancellation fee.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If it is approved, you will be refunded automatically to your original payment method within 10 business days. Please note that your bank or credit card company may need additional time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at contact@okeycrystal.com.