Delivery & Returns

UK Delivery

Orders are usually packed and dispatched within one working day, excluding UK Bank Holidays.

• Standard Delivery: Sent via Evri Standard. Usually arrives within 2 to 5 working days after dispatch.
• Express Delivery: Sent via Evri Express. Usually arrives within 1 to 3 working days after dispatch.
• Northern Ireland: Sent via Yodel. Usually arrives within 2 to 5 working days after dispatch.

Delivery times are estimates and may occasionally be affected by delays outside our control.

Free UK Delivery

UK orders over £75 qualify for free standard delivery. No discount code is required.

If part or all of an order is returned and the remaining order value falls below £75, the original standard delivery cost may be deducted from the refund where legally permitted.

Collection

Orders can be collected from:

Canny Crystals
Ultimate Moto
Unit 20, Bensham Street
Boldon Colliery
NE35 9LN

Collection is available Monday to Friday, between 9am and 4.30pm, excluding UK Bank Holidays. Please wait until you receive confirmation that your order is ready before visiting.

We’re an online business and don’t offer in-store shopping. If you select collection and later request delivery, you’ll need to pay the applicable delivery charge.

International Delivery

International orders are sent using Evri Tracked International. Delivery usually takes around 20 working days, although customs checks may cause delays of up to two months in some countries.

Customs and Import Charges

International orders may be subject to local customs duties, taxes or handling fees. These charges are set by the destination country and are the customer’s responsibility.

Please check the rules and potential charges in your country before ordering. Any customs or tax requests may be sent by email, so please check your junk or spam folder regularly.

If charges aren’t paid and the parcel is returned to us, we’ll refund the cost of the returned items once received. Original delivery charges can’t be refunded where the delivery service has already been provided.

These requirements may also apply to certain deliveries to Northern Ireland. Please check with your local delivery provider before ordering.

Delivery Addresses

Please check your delivery address carefully before placing your order. Contact us as soon as possible if anything is incorrect via info@cannycrystals.co.uk 

We can’t amend an address after an order has been dispatched and aren’t responsible for delays or losses caused by an incorrect address supplied at checkout.

Unfortunately, we're unable to ship parcels to "Pick Up Points" such as local convenience stores. 

Receiving Your Delivery

If your courier provides a delivery window, please ensure someone is available or arrange a safe alternative directly with the courier.

Deliveries to communal areas, shared entrances or communal post boxes are accepted at the customer’s risk. We can’t accept responsibility for parcels that go missing after being delivered correctly to the address or nominated safe place.

Missing Parcels

If tracking shows your parcel as delivered but you haven’t received it, please contact us within five days so we can investigate promptly. Anything notified after this period, we're unable to claim for.

For parcels delayed in transit, couriers may require us to wait up to 10 working days before opening an investigation. Please contact us as soon as possible and no later than 21 days after dispatch. These reporting times help us investigate with the courier and don’t affect your statutory rights.

Changing or Cancelling an Order

Please contact us immediately if you need to change or cancel your order. We can’t guarantee changes once it has entered the packing or dispatch process.

Your statutory cancellation rights aren’t affected.

Returns

If you change your mind, please email info@cannycrystals.co.uk within 14 days of receiving your order. You’ll then have a further 14 days to return the item.

Items must be returned in their original condition. You may inspect an item as you would in a shop, but deductions may be made if it has been used, altered or damaged beyond what is reasonably necessary to inspect it.

Unless an item is faulty or damaged, return postage is the customer’s responsibility. We strongly recommend using a tracked service and keeping your proof of postage.

Once your return has been received, your refund will be processed to your original payment method within 14 days. The cost of standard outbound delivery will also be refunded where required by law. Additional charges paid for express delivery aren’t refundable beyond the standard delivery cost.

Items That Can’t Be Returned

Unless faulty, we can’t accept returns for:

• Digital downloads once access or downloading has begun with your prior consent
• Personalised or custom-made products
• Perishable products
• Sealed hygiene-related items once opened
• Candles, incense or similar products once lit or used

Natural differences in crystal colour, pattern, shape and size aren’t considered faults.

Moldavite may be returned under the same statutory cancellation rules as other eligible products, provided it hasn’t been worn, altered or damaged.

Damaged or Faulty Items

If your order arrives damaged, incorrect or faulty, please contact us as soon as possible with your order number and clear photographs.

We’ll assess the issue and arrange a replacement, repair or refund where appropriate. We’ll also cover reasonable return postage where an item is confirmed as damaged, faulty or incorrect.

Jewellery Guarantee

Our jewellery includes a complimentary 14-day guarantee against accidental breakage. 

The guarantee doesn’t cover damage caused by misuse, accidental pulling, snagging, stretching, water exposure or general wear and tear.

To protect your jewellery, particularly elasticated bracelets, please remove it before sleeping, bathing, swimming or exercising. Avoid overstretching bracelets when putting them on or taking them off.

Exchanges

Exchanges are available only where a like-for-like replacement is in stock. If a suitable replacement isn’t available, we’ll issue the appropriate refund instead.

For any delivery or returns questions, please email info@cannycrystals.co.uk.