Delivery and returns

There are 2 types of UK delivery, depending on your requirements:

• Standard – your parcel will be packaged within 1 working day and sent using Evri Standard. This service usually takes an average of 2-5 working days after despatch.
• Speedy – your parcel will be packaged within 1 working day and sent by Evri Speedy. This service usually takes an average of 1-3 working days after despatch.

Pick Up:

• Your parcel will be packaged within 1 working day and available for collection from our office space, based in Newcastle upon Tyne, at Amber Court, NE4 7YA. Please note that collection is available only during normal office hours of Monday – Friday, 8:30am – 4:30pm. You will receive an e-mail to state when your order is ready for collection.
• Please note that if you change your mind after purchasing, and would rather have your parcel delivered, there will be a £2 admin fee applied. 

Rest of World:

• Tracked International – your parcel will be packaged and sent using EVRi Tracked International. This service usually takes an average of 20 working days, dependant on your country. However, packages can take up to 2 months to be received overseas due to extra Customs checking. 

Please note: Rest of World – Due to Brexit, there may be import charges added to your package by your own country at time of delivery. Please check with your own mailing company before ordering to ensure that you are satisfied with these charges.

If you need to cancel your order at any point, a £2 admin fee will be deducted from your refunded amount. If you return part or all of your order due to personal preference, a £2 admin fee will also apply to be resent an alternative.

Please ensure that you check all address details upon placing your order and contact us before the parcel is shipped if any information is incorrect. We cannot amend parcel details once despatched and cannot be held responsible for any errors made in the address that you input.

Please be advised that if you are provided with a delivery time from the courier, it is your responsibility to ensure that someone is available to receive the package. If you are unable to be home during the specified delivery window, it is imperative that you take action to amend the delivery time or make alternative arrangements. We cannot be held responsible for any items that are delivered and subsequently go missing due to unattended or unreceived deliveries.

In the unlikely event that your package goes missing via the courier, we can chase this up for you. Please allow 10 working days to pass so that we can open a "missing items investigation" and either issue you with a full refund or replacement. Please note that we can only do this within 2 calendar months of the order date and your right to open an investigation is waived after this period of time. 

If you ever need to return any of your items, please contact us at sales@cannycrystals.co.uk within 2 days of delivery in the first instance to arrange the return. Postage and packaging costs are covered by the buyer, unless the product itself is damaged or faulty, in which case we will cover these and do our utmost to rectify the situation as best we possibly can. If for any reason we need to cover payment for returns, please keep your receipt for proof of postage. If the refund amount is more than the original amount paid, we will pay the return via PayPal as the system doesn't allow to process refunds for more than the original. Returns must be sent to us within 14 days from the date of order. All jewellery is covered by our 14-day guarantee and will be replaced or refunded if broken within this timeframe. To get the most out of your jewellery, specifically bracelets, we advise against wearing whilst sleeping, bathing and exercising as all of these can contribute to the elastic fraying and snapping. 

Please note we can only accept unused items as returns; items such as incense or candles cannot be returned once lit. Exchanges will only be made if there is a like-for-like product available to exchange with, otherwise a refund will be issued.