Payment

Payments can be made either by paypal or credit card.
1. It may take 3 business days or more to show up payments into our bank.
2. Orders will only be shipped once the amount payable is received in full.
Please update your PayPal account details to match your current address.

 

Shipping & Delivery

All orders are shipped daily by 5 pm (AEST) Monday to Friday.

All items are shipped with either Aus Post or Sendle (depending on the item being shipped).
After payment has been processed & cleared in our account, please allow up to three (3) Business days for packing, processing, and shipment of your item.

Our website allows customers to see the shipping costs which are solely based on a product’s total weight combined with their location.
All shipping charges and postage costs are calculated in the checkout area before payment is finalised.

With each purchase, tracking information will be emailed to the customer’s designated email address.
This enables all orders to be tracked with the information or tracking number.
Depending on specific instructions some orders require a signature upon delivery or with authority to leave.

Estimated delivery within Australia: From 5 to 15 working days. Deliveries will be made either by Australia Post or Sendle, depending on your location.
In case your ordered items are not received, Please contact us within 30 days of your order date. we can check the delivery status with our courier carriers. Courier companies deal with large data and to extract records after 30 days is very difficult.
If no contact has been made within that time, we will assume your order has been received in full and order status will be marked as completed.
NOTE: shipping calculator on website is a guide only.

Shipping lead times may be affected due to the high demand of postage services in Australia and around the world as a result of the Covid-19 pandemic. Thank you for your understanding and patience during this time. 

 

Wrong or Incorrect Addresses

Sol Haven Crystals cannot be held responsible for deliveries to incorrect or incomplete addresses provided by customers.
We cannot ship to PO Boxes, GPO’s or Parcel lockers. We only ship to residential / home and office addresses. 
Should an address be incorrect and the delivery is made, the customer assumes responsibility for the entire purchase.
If the address is incorrect and the delivery is refused or unable to be completed, then the order will be returned to Sol Haven Crystals. Reshipment – The customer will bear the cost for re-delivery and additional shipping charges.

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Redirection

In the case that the delivery address needs to be changed after the order has been processed, a $15.00 redirection cost will be charged. Additionally, the order may take an extra 2-3 business days to arrive.
To avoid these costs, we recommend that you double check your address details to ensure that all information provided is correct and in full.

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Incorrect Products or Quantity

Please check your order when it arrives. If your order contains incorrect products or you have received the incorrect quantity please contact us within 5 days and we will be happy to work with you to rectify the issue.

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Products, Returns & Replacements

No two polished items are the same as they are handmade. Many stones have naturally occurring inclusions, fractures and cracks that do not affect their individual quality. 

Here at the Sol Haven Crystals, we take care in wrapping all items being shipped out of our store, and carefully pack each shipment with love and bubble wrap. Each item is checked over before being packaged and sent to all of our customers. However, regretfully from time to time your items may be damaged during transit. 

If an item arrives at its destination damaged, please contact us immediately.

Sol Haven Crystals appreciates your business and wants you to be 100% satisfied with your purchase. We do not refund or accept returns for change of mind, we only refund or accept returns if any product is faulty. For any short shipments or breakages, please notify us within 3 days of receipt of shipment and provide photos of the damaged packaging and the resulted damaged product. If signing for your delivery, please make sure you have the total amount of boxes and that they are in good condition. Any loss or damage must be noted by the delivery person. 

Please email us before returning any items. 

Important Note: your shipping costs will not be refunded for any reason. 
You will be responsible for the cost of shipping to return item(s).

 

Once parcels are dispatched we are no longer responsible for any transit issues that may arise. Please contact the following couriers based on your order shipping method:

AusPost - auspost.com.au

Sendle - sendle.com.au

 

Sol Haven Crystals will consider issuing a refund on a case to case basis under the following conditions:

• The customer must contact and notify us within 3 days of receipt of your order. If you are dissatisfied with a product or its delivered condition, you will need to provide us with order details.

• Any product returned to Sol Haven Crystals must be in its original condition (i.e. unopened).

• After the above conditions are met and notification of the refund / return request Sol Haven Crystals will contact you to arrange for the goods to be returned. Our postage liability will under no circumstances exceed the cost of postage on the original purchase.

• Sol Haven Crystals reserves the right to refund the product price, provide you with a credit for future purchases or send a replacement product as we see best appropriate to the circumstances of the return. Moreover, if there is any reasonable cause to believe that a buyer is abusing our Return/Refund policy, we reserve the right to suspend or cancel entirely the policy with regards to the specific buyer or cancel any pending orders as such.

• Sol Haven Crystals does not accept responsibility for any items that are lost or deemed missing by Aus Post / Sendle after tracking lodgement and will not offer compensation for such orders. In this circumstance, we will always arrange for Aus Post / Sendle to investigate any missing parcels and exhaust all avenues available to track down the missing item.

 

Pricing & Promotions

All prices shown are in AUD and includes tax. Delivery charges will be calculated according to the quantity and weight. All charges will be clearly displayed at the checkout. If there should be any additional delivery charges we will notify you. In the rare and unlikely event that this may occur you have the option to pay the additional charges or cancel your order with full refund.

Promotions are subject to change at any time without any notice to customer(s). In the event of a promotion or sale, the Aus Crystals website will advertise the sale price automatically. If, for any reason the product is unavailable we will contact you to arrange a replacement or refund.

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CANCELLATIONS

If you wish to cancel your Sol Haven Crystals order after it has been placed you will incur a $10 cancellation fee.

 

Liability Disclaimer

Aus Crystals assumes no liability for property damage or personal injury resulting from the use of any product sold.

Customers should be advised that crystals and stones are not recommended for small children and they should only be used by children under adult supervision. Crystals and stones can have sharp edges. Small crystals and stones should never be left near toddlers and babies. Small stones, especially tumbled stones have an appearance similar to candy.

If you are uncertain about any product sold by Aus Crystals, please contact us by email - details are on our website.

 

Recorded Information:

We will only use or disclose your personal information for the primary purpose of our business or purposes related to our business activities such as marketing. In each direct marketing or promotional communication with you, we will advise you how to notify us if you do not wish to receive any further communications from us. We will not publish your name in connection with any information you provide without your permission. We store feedback that users send to us. This feedback is used to administer and refine our service. We may also use the information to improve or promote this site. In order to deliver our services & products to you, we provide your name and address to the relevant business partners like Australia Post and Sendle. Without this, order delivery is not possible. We do not rent, sell or otherwise disclose your personal information to any third party companies or organizations without your prior consent.

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