Frequently Asked Questions

Frequently asked questions

New buyers have a 24-hour window to make payment, return customers are due within 7 days from the Sale. The Due Dates are clearly listed on your invoice to minimize confusion. However, if you claim items and fail to pay for them or cancel the transaction, further invoices will not be offered. In such cases, you will be blocked or removed from both the Sales Group and Facebook Page.

Afterpay services are available for both invoices and 4 week lay-by terms. Regular postage in Australia costs $15, but you can receive FREE postage by signing up for our reward program and redeeming 150 points.

The dispatch time for our product is consistently between 1-14 business days, regardless of the postage method selected during checkout.

Please note that our discount codes are subject to our discretion. Some codes are limited to one use per customer, while others have an expiry date. Regardless of the reason for issuance, all of our codes are valid for a maximum of 12 months unless otherwise specified. However, please be aware that our discount codes cannot be used in conjunction with sales, discounts, live sales, or payments made through laybuy.

Lay-by option available for all products, exclusively for long-term customers with a proven purchase history, at the owner's discretion.

As per our lay-by policy, a non-refundable deposit of 25% is required within 24 hours of invoice creation. Subsequently, three additional weekly payments of 25% each are necessary to complete the lay-by process, which must not exceed a duration of 4 weeks.

It is important to note that the initial 25% payment is non-refundable in the event of lay-by cancellation, attributed to our administration fees. By opting for a lay-by, you are consenting to these stipulations.

Should you require a lay-by duration beyond the specified 4 weeks, such requests will be considered at the discretion of the owner.

Thank you for your cooperation and understanding.

Sincerely,

Carly

Frequently asked questions

We pride ourselves on sourcing the highest quality crystals from around the globe. Our standards are rigorous and we take great care to ensure ethical sourcing of our crystals.

Do items come with stands?

Please note that unless otherwise specified in the product description, our items do not include the photographed stand. However, we offer a variety of crystal stands in our online store and encourage you to get creative with your display. Don't forget to tag us in your photos - we enjoy seeing how our crystals look in their new home.

Frequently asked questions

Please note that, as with all natural products, variations in appearance are normal and may include small fissures and pits. To accurately represent our items, we take all photos in natural lighting and do not use editing or brightening techniques. Please be aware that we do not accept returns or exchanges based on the natural characteristics of crystals, such as cracks, pivots, divots, or holes.

In rare situations, both items may sell out simultaneously and the website may accidentally process both sales. If this occurs, you will be issued a refund for the second purchase. However, do not be discouraged as it is an indication of your great taste.

Metaphysical and Healing Properties

While all of our stones have metaphysical and healing properties, please seek medical support if you are unwell or have medical conditions. Our staff are knowledgeable about metaphysical properties, but they are not medical practitioners and cannot provide medical advice.

Frequently asked questions

What happens if I purchase but have the wrong address on my account?
Please message our Facebook page right away, or log in to your account to update your information. While our intuition is strong, we cannot read minds and will only ship to the address provided. If an incorrect address is supplied and the parcel is already shipped, you will need to request a return to sender. Any costs incurred will be invoiced. Please note that we will only cover return postage if the error was our own.


Do you ship international?
Currently, we offer shipping to Australia, New Zealand, and the United States.
 
Lost Parcel?
Our packaging process is comparable to that of Santa Claus - thorough, efficient, and checked multiple times. In the rare case of a lost package, please reach out to Australia Post immediately and obtain an investigation number, which we will support in following up on for you.

Express Shipping

The transit method selected at checkout does not necessarily indicate express dispatch. For further information on dispatch timeframe, please refer to our dispatch FAQ.

For urgent delivery, please contact us directly.

Signature on Delivery
If you opt not to use our Signature on Delivery Service and your parcel is safe dropped, we are not responsible for any lost parcels. In such cases, you must contact Australia Post directly to file an investigation. If you suspect theft, please contact your local police station.

The Australian consumer guarantees do not cover replacement of items lost in shipping by Haus of Crystals, Australia, through Australia Post. To report a lost parcel, contact Australia Post at 137678 if neither signature on delivery nor postage insurance was purchased.

Postage Insurance

In order to obtain extra coverage for your parcel, we recommend reaching out to us before we proceed with shipping. This optional feature incurs an additional cost, which is calculated based on the value and dimensions of your parcel.

Please take note that our dispatch time, which is the time between when you place your order and when we prepare it for postage, can take anywhere from 1 to 14 business days. This enables us to be fully prepared for each week.

Kindly be informed that I work as a full-time employee during weekdays, and over the weekends, I also run this amazing Crystal Business while being a mother.

My utmost priority is to ensure that orders are shipped out quickly and efficiently. Please note that Monday to Friday are not considered as business days for this business, as this is when I work full-time outside of the home.

The Australia Post van comes once a week on Mondays to pick up all orders. If your order has been placed before 6 pm on Friday, it will be shipped out on Monday. However, if you place your order on Saturday or Sunday, it will be shipped out on the following Monday.


If you have not received a tracking number after 14 business days, check your spam folder in your email. If it cannot be found, please contact us for further assistance.

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 –hausofcrystalsaustralia@gmail.com

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