FAQs

What is your refund policy?

We understand that sometimes something is just not right for you or you’ve had a change of heart and would like your money back. As long as the item is in the original condition and is unused within 28 days of purchase, we will accept refunds. We do not cover the cost of delivery.

We aim to refund you within 14 days of receiving the returned item.

 

My crystal is broken, what should I do?

If a product we have sent to you has arrived broken, please DM us on instagram at @reikrystals with photographic evidence, along with your full name and order number and we will find a solution for you.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

If a crystal breaks in your possession, we cannot refund or exchange for another crystal. All crystals delivered non-broken that break and are not our responsibility nor a fault of the crystal itself.

If the hooks break from the crystal top, they cannot be replaced. They only break with applied force and therefore we cannot exchange or refund you if they break in your possession.

Reminder: These are crystals so please do take care of them. Dropping a crystal or using excessive force can break it.

 

How long will it take for my order to arrive?

We aim to ship out our products within 3 working days via Royal Mail. Expect your crystals to be with you within 7 working days. Please do not contact us any sooner than 7 working days after your order querying your delivery.

 

Part of my order has been refunded. How comes?

This is because the item purchased has sold out. Whilst we try our best to keep stock levels accurate on our website, it can happen where inventory counts are inaccurate and therefore we do not have the product in stock. You will receive a refund notification but we may not contact you to tell you due to the high levels of activity.

 

My item hasn’t arrived yet, what should I do?

Please leave 14 working days between the date of your order before contacting us. Once this time frame has surpassed, DM us on instagram at @reikrystals and we will find a solution for you. 

How do I apply my crystal phone grip?

Each crystal phone grip has a 3M stick attached to the back. Peel off the sticker and attach it to the back of your phone or phone case (we recommend applying to the centre). Hold the sticker firmly down, without moving, for approximately 30 secs-1minute.