FAQ's

For All Customers

What does “intuitively chosen” mean?

When you order items like tumbles or small crystals, we choose your piece based on energetic connection and intuition, trusting that the right crystal will find you.

Are your crystals genuine?

Yes. All of our crystals are 100 percent natural. We only work with trusted suppliers and never sell dyed or fake stones unless clearly noted.

How are crystals cleansed before shipping?

Each crystal is energetically cleansed before packing. We use gentle methods like smoke, sound, or selenite depending on the stone’s needs.

How do I care for my crystals?

To maintain their energy:

  • Cleanse them regularly with smoke, sound, selenite, or moonlight

  • Avoid water for delicate stones

  • Keep them out of direct sunlight to prevent fading

Can I make a special request?

Absolutely. If you're drawn to a certain colour, size, or energy, leave a note at checkout and we’ll do our best to honour it. While we can’t promise exact matches, we always choose with intention and care.

How do you package orders?

We take great care in packaging your order using sustainable materials. Wherever possible, we use recycled boxes, recycled bubble wrap, and eco-friendly fillers. Each item is carefully secured to ensure it arrives safely and in perfect condition.

Domestic (Australia) Orders

Where do you ship from?

We are based in Adelaide, South Australia, and all orders are lovingly packed and shipped from our home studio.

What are your shipping options within Australia?

We offer both Standard and Express tracked shipping:

  • Standard: 2–8 business days

  • Express: 1–4 business days

Shipping is free on orders over $150. Otherwise:

  • Standard: $12

  • Express: $20

How long will it take to process and ship my order?

Orders are typically processed within 1–3 business days. You’ll receive tracking details as soon as your parcel is on its way.

Do you ship to PO Boxes or Parcel Lockers?

Yes. For domestic orders within Australia, we can deliver to PO Boxes and Parcel Lockers using Sendle.

Can I pick up my order?

Yes. Local pickup is available from Andrews Farm, South Australia. Once your order is ready, we’ll contact you via email to arrange a suitable time for collection. Pickup is by appointment only to ensure your order is packed and ready.

What if my order doesn’t arrive or is delayed?

If your parcel is taking longer than expected, please check the tracking link provided in your shipping confirmation. If there are still issues, feel free to reach out and we’ll help follow up with the courier.

Do you accept returns or offer refunds?

Due to the energetic nature of crystals, we do not accept returns for change of mind. However, if your item arrives damaged or incorrect, please contact us within 7 days with photos and an unboxing video, and we’ll work with you to resolve it.

International FAQ's

Do you ship internationally?

Yes, we ship worldwide using tracked courier services from Adelaide, South Australia. You’ll be able to see available shipping options and pricing at checkout based on your location.

How long does international shipping take?

Estimated delivery times vary by destination:

  • New Zealand: 7–12 business days

  • USA, UK, Canada, Europe: 10–18 business days

  • Rest of the world: 12–20 business days

Please note that delivery times may be affected by customs processing or local delays.

Will I be charged customs or import fees?

Possibly. Some countries charge customs duties, VAT or import taxes upon arrival. These fees are not included in your order and are the responsibility of the buyer.

We recommend checking your country’s import regulations before placing your order.

Can you ship to PO Boxes internationally?

Unfortunately, Sendle cannot deliver to PO Boxes or Parcel Lockers for international orders. Please use a physical street address to avoid delivery issues.

What happens if my parcel is lost overseas?

If your parcel is lost in transit and you purchased shipping insurance, we’ll assist you in lodging a claim with the courier. Always choose a tracked option and consider insurance for peace of mind.