Free shipping on orders over $75 within Australia

FAQs

1. GENERAL QUESTIONS

Are your crystals genuine?

  • Yes! All of our crystal chunks are 100% genuine crystals that have been ethically sourced from India, Brazil, America and other parts of the world

Why are your crystals more expensive than others?

  • Our prices are higher than other retailers as our crystals are of a high quality and are nothing but genuine raw stones. They have not been dyed or tampered with in any way. As you can understand, genuine crystals that have been ethically sourced are not cheap to purchase. We believe that with crystals, you get the quality that you pay for and we are confident that our prices reflect the high quality of our crystals and products 

What is the status of my order?

  • Once you have placed your order, we will send you a confirmation email 
  • Once your order is shipped you will receive another email with the shipping status 
  • Should you wish to enquire directly you can reach us via the information contained on the contact page

What is my order processing time?

  • All our orders are processed and shipped within 1-2 business days
  • Please allow time for the tracking information to update

    My order has been lost in transit or never arrived?

    • Please contact us if you are worried about an order or feel it has gone missing. Sadly, we are not responsible for any items lost in transit. However, we will do our best to find the package for you and deal with the situation on a case by case basis

    How can I cancel my order?

    • Orders can only be cancelled prior to the order being shipped 

    How can I contact you regarding an order?

    • For questions, support, problems, or warranty claims, please contact us by email using the 'contact us' link on the website. Alternatively, you can contact us directly at azulirosehelp@gmail.com
    • We will do our best to get back to you within 1-2 business days

    2. PAYMENT

    What payment methods do you accept?

    • You can purchase on our website using a debit, credit card or PayPal. You can chose these payment methods at checkout.

    Which currency will I be charged in?

    • We currently only support AUD. Therefore, all payments will be made / charged in AUD

    3. SHIPPING

    Where do you ship?

    • We currently only ship to Australia, New Zealand, the US, UK, Singapore and Canada 

    How can I track my package?

    • Once you have placed your order, we will send you a confirmation email to track the status of your order.
    • If you have not received tracking information within 5 days, please contact us.

    What are your available shipping methods and costs?

    • Within Australia: $12 flat rate (Standard Shipping), $15 flat rate (Express Shipping) or free shipping on orders over $75
    • International shipping will be charged based on the product weight and shown at the checkout 

    I need to change my shipping address, what do I do?

    • If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.

      4. RETURNS

      Do you accept returns or exchanges?

      • Sadly, we do not offer returns for change of mind. If the product has been damaged in transit, please contact us and we will deal with the situation personally on a case by case basis. 

      Can I change my order?

      • If you would like to add items to your existing order, please place an additional order. We do not store your payment information, so we cannot change the order.