Returns & Your Right to Change Your Mind

We want every AuraLune Crystal piece to reach you safely, and to feel right once it's with you. Crystals are personal — sometimes a stone speaks to you differently in person than it did on screen, and that's completely understood. Here is everything to know about returning a piece, written as plainly as we can.

A 14-day window

Wherever you're shopping from, you have the right to change your mind. You may return your order within 14 days of receiving it, without needing to give a reason. This is your right as a customer, and we honour it gladly.

The 14 days begin on the day your parcel is delivered. Once you've told us you'd like to return a piece, please post it back to us within a further 14 days.

To begin, simply write to us at info@auralunecrystal.com within those 14 days and let us know you'd like to return your piece. We'll guide you from there.

The condition we ask for

So that each returned piece can find a new home, we ask that it comes back to us unworn and in its original condition, with any packaging and care card included. Gentle handling is all we ask.

A note on pieces that have been worn

You're very welcome to try a piece on and see how it sits — that's the whole point of the 14 days. But because each bracelet is then resold to someone new, we ask that any return goes beyond a gentle try-on only if you intend to keep it. If a piece comes back showing clear signs of wear — stretched elastic, marked or scratched stones, or the wear that everyday use leaves behind — we may deduct a fair amount from your refund to reflect its reduced value. We only ever do this in proportion to the actual condition, never as a fixed charge, and we'll always explain it to you clearly before refunding.

Return postage

The cost of return postage is covered by you, the customer. We'd recommend a tracked service — small parcels can wander, and a tracking number gives us both peace of mind. The piece remains your responsibility until it safely reaches us.

Returning from outside the United Kingdom

The 14-day window is the same wherever you are. A few practical notes that will save you trouble:

• Please write to us before you send, and we will give you the return address and watch for your parcel.
• Mark the customs declaration clearly as 'Returned goods — British origin, no commercial value'. This is what stops a returning parcel being charged import duty a second time on its way back to us.
• Please don't declare it as a gift, or under-declare the value. Parcels marked this way are the ones that get held.
• Return postage is yours to arrange, and we would recommend a tracked service.

Your refund

Once your return reaches us and has been checked, we will refund the price of your piece to your original payment method, within 14 days of it arriving with us.

For UK orders, we also refund the standard delivery cost you originally paid. If you chose a faster, more expensive delivery method at checkout, we refund up to the cost of our standard option.

For orders shipped outside the UK, we refund the price of the piece itself. Outbound delivery, and any import duties or taxes paid at checkout, are not refundable — these go to the carrier and to the destination country's customs authority, and do not come back to us. This is the one cost we genuinely cannot recover, and we would rather say so plainly here than at the point you ask.

If something arrives damaged or not as described

This is different — and here, the postage is on us. If your piece arrives faulty, damaged, or not as it was described, please write to us within a few days of delivery, ideally with a photo. We'll arrange a replacement or a full refund, return postage included. You should never be out of pocket for something that wasn't right.

A note on made-to-order pieces

Some of our Customize Design bracelets are made or strung to your specifications. Where a piece has been personalised especially for you, the 14-day right to change your mind doesn't apply — though of course, the damaged-or-faulty cover above always does. We'll always make it clear on the product page when a piece is made to order.

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If anything here is unclear, or you're unsure whether your piece can be returned, please write to us — we read every message ourselves, and we're always happy to help.

With warmth,
The AuraLune Crystal Team