Frequently Asked Questions

Frequently asked questions

If you are a NEW Customer, Payment must be made within 24 hours of claiming any Products after you have made a payment on something, you will no longer be considered new

Customers with ONE or MORE purchases are able to pay within 7 days and also create laybys

Please note, if you claim items and then do not pay for them / cancel we will not offer you further invoices. You will need to purchase directly from our website.

Payment Methods we Accept on the website are the following

Credit Card, PayPal, Afterpay, Zip, Latitude Pay, Laybuy, Humm, Open Pay.

$12 Regular Postage in Australia / $15 Express Postage. This is regardless of the size/weight. We do not send by letter for small items and we do not charge you more for items over 500g.

You can obtain FREE Postage if you sign up to the reward program and redeem 150 points.

Our Dispatch time is between 1-14 business days, regardless of the method of postage you choose at checkout.

We issue discount codes at our discretion, some codes have a one time per customer use and some have an expiry date. All of our codes are a 12 month maximum date regardless of why they were issued unless the date is specified earlier.

Our discount codes are not valid with sales, discounts, live sales and laybuy payments.

Lay-by is only available via private consultation and at the owners discretion.

Lay-by has a maximum of 5 weeks payments, the first payment being a non-refundable deposit of 20% then a further 4 weekly payments of 20% each to finalize the lay-by.

The first payment of 20% is non-refundable if the lay-by is cancelled for any reason, this is our administration fees.

Frequently asked questions

With this you will receive one scoop of Crystals (tumbles, chips) Valued at $20 the weight is appox 250g.

You will also receive a cash note of $5, $10, $20, $50 or $100 (you will always get a minimum of $5)

This is in genuine Australian Currency. The percentage is 100% of a minimum of $5 note, 1 in 10 win $10, 1 in 20 win $20, 1 in 50 win $50 one in 100 win $100.

There is no refund on these items, including claims your order came with no money inside. These are packed meticulously and while we have room for human error, these are checked multiple times before leaving us.

We are proud to source only the highest quality crystals from all around the world. We hold ourselves to a high standard and do due diligence ensure our crystals are ethically sourced.

Do items come with stands?

Unless stated in the product description, our items do not come with the stand they are photographed on. We sell a range of crystal stands in our online store or encourage you to get creative with how you display them. Don’t forget to tag us in your photos – we love to see how our Crystals look in their new haus.

Frequently asked questions

As with any natural product, their appearance can vary slightly from the images shown and they may contain tiny fissures and pits. We do our best to photograph all items in natural lighting without editing or brightening the images. Returns and exchanges are not accepted based on crystal characteristics.

This also includes but is not limited to stones that have natural cracks, pivots, divots and holes.

On the rare occasion that two items sell out at the same time, the website can sometimes allow both sales through. As this is a technical error you will be refunded if your purchase has come through second, but don’t dismay – it’s a sign that you have excellent taste.

Metaphysical and Healing Properties

Please note that while we give metaphysical and healing properties to all of our stones, if you are feeling unwell or have medical conditions seek medical support. Our staff have excellent knowledge of metaphysical properties but are not medical practitioners and do not give medical advice

Frequently asked questions

What happens if I purchase but have the wrong address on my account?
Message our Facebook page immediately, or if you created an account, you can log in and edit information. While we pride ourselves on our intuition, we aren’t mind readers and will ship to addresses that are supplied. If the wrong address is supplied and parcel is posted,you will need to apply for a return to sender - costs incurred will be forwarded on through an invoice. We only cover incorrect postage returns if it is deemed our error. 

Do you ship international?
At present we ship Australia Wide, New Zealand and to the USA.
Lost Parcel?
We are like Santa when it comes to our sending off our packages – we’ve got a list and we check it twice. Often more than twice. If you think your parcel may be lost, please contact Australia Post as soon as possible. They will give you an investigation number and we will help follow up with you if necessary. 

Express Shipping

Please note, this does not mean express 'dispatch' it is simply the transit method in which you have chosen at checkout. For more information regarding dispatch timeframe please check our dispatch FAQ

Signature on Delivery
Haus of Crystals Australia offers a Signature on Delivery Service. If you choose not to use Signature on delivery and your parcel is safe dropped we are not liable to compensate lost parcels. You will need to contact Australia Post to lodge an investigation directly and if you think your parcel has been stolen, your local police station.

Australian consumer guarantees do not extend to replacing an item that was posted by Haus of Crystals, Australia, which was subsequently lost by Australia Post.

Please call 137678 Australia Post if you have a lost parcel and have not purchased signature on delivery or postage insurance.

Postage Insurance

If you would like additional insurance for your parcel please contact us before we arrange shipping this is an additional feature and cost that will be applied based on the cost of your parcel and the size.

Our Dispatch time (which means the time from you ordering your magic to us labelling it for postage) is between 1-14 business days, this covers us for busier periods including EOFY Sales in July and Christmas Period.

Please note, I am a one-person team with 6 children and pregnant. I always aim to ship as fast as possible. Weekends are exempt as business days as this is when we spend time as a family. For example you order Friday morning if you email about where your order is on monday morning it has not been one business day yet since your order.

If you have ordered longer than 14 business days and have not received a tracking number please check your spam folder in your email, and if you still cannot located it please contact us so we can further assist you.

Where are you located?

On the world wide web – so you can shop at any time of day or night.

Our ‘haus’ is officially based in South Australia, so shipping times may vary dependant on your location. 

Contact Us:            

Via Facebook, Instagram or Email –

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