FAQ'S AND RETURNS
What happens once I have placed my order?
Once we have received your order, you will receive a confirmation email of your purchase.
Your order will be selected and packed for shipping within 2-3 business working days.
Once your order is shipped, you will receive another email with the shipping details and link to track your parcel.
Can I change my order?
We can only change your order if it has not been processed for shipping yet. To make changes to your order please contact us via email admin@hailcrystals.com.au OR via our “contact us” form on our website.
What payment methods do you accept?
You can purchase on our website using debit or credit card.
Additionally, we also offer Paypal, Apple Pay, Google Pay & Shop Pay.
Do you offer local delivery in Brisbane, QLD?
Yes, currently we offer FREE LOCAL DELIVERY to any of our customers located in the 4074, 4075, 4066, 4068 suburbs.
Thank you for supporting local!
What if I’m dissatisfied with the items I receive?
If, for any reason you are dissatisfied with your item please send us some details and photos of the item to admin@hailcrystals.com.au
We do not offer refunds/returns for change of mind.
All order issues must be brought to our attention within 3 business days of you receiving your order (as per Australia post tracking records for delivery).
We comply with the QLD Office of Fair Trading regulations on refunds. For more information you can follow the link
https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams/buying-products-and-services/guarantees-warranties-refunds/when-you-can-get-a-refund
What if my item is damaged when it arrives?
We do our best to pack your crystals and orders with care and protection to endure the journey with Australia Post. If you receive your item and it is damaged or broken, please send us the details and some photos to admin@hailcrystals.com.au and we will discuss how we can best rectify the situation for you.
In this event we will happily offer you either a refund, store credit or new purchase of another item, whatever suits you the best.
What if an item is unavailable?
We sell a wide-variety of unique, one-off crystals and items with limited quantity supply. We do our best to show products that have sold out on our website as soon as they have been purchased online.
In the case you have purchased an item but it has already been sold out prior to your order and not yet displaying this on our website, we will contact you via email and issue you with a refund.
Do you offer ‘Open Boxes’?
Yes, we do! The concept behind our open box is that you can shop via our website and not miss out on any crystals or items you may want, however you can keep adding to your box to accumulate spending and be eligible for free shipping.
Just comment “OPEN BOX” in the checkout description and we will hold your purchase for you until you notify us to ship.
If you have any queries regarding this, please contact us at admin@hailcrystals.com.au
Do you offer large quantities for corporate gifts or special occasions?
Yes! If you are looking for a large amount of product or special gift for a corporate event or special occasion such as a wedding or baby shower etc. Please reach out and email us at admin@hailcrystals.com.au and we would be more than happy to discuss and create something unique catered to your needs.
It is quite often that our owner Hayley is regularly planning and creating gift and special occasion themed bundles and packages. She would love to hear from you and can work with you to create and plan the perfect item for your event.
Please keep in mind that the more notice that is provided the better, as this will allow plenty of time for you and Hayley to create your special project.
What does "intuitively chosen" mean?
On occasion you will note that some of our items are listed as "intuitively chosen". This will be the case when we may have multiple of the same item for sale. eg. 10 of the same mini heart crystals.
It is not viable to photograph and list each and every item in this category therefore we refer to it as intuitively chosen because we use our intuition to choose a piece from this selection that we feel is absolutely meant to belong to you.
* Please note, that as crystals are natural materials, each one will vary with colours, textures and pattern variations within that category and there is no guarantee of a specific item piece as it is intuitively chosen for you out of that collection range.
What will I get in my mystery box?
If you choose to have some fun and order a mystery box then at a minimum crystals equal to the dollar amount for the box that you selected will be chosen by our owner Hayley, intuitively.
If you have any special requests for your mystery box such as minerals that you do/do not like, if you would prefer quantity over quality piece selections or certain shapes etc. Please add as much detail as possible into the order comments box on the checkout page as this will assist with creating an ideal mystery box for you.
Will my item look like the website photos?
At Hail Crystals we do our best to take accurate and detailed photography for your viewing.
You can be assured that we will never falsely enhance our photography using colour enhancement or filters on our website.
For all of our listed items available on our website, it is common to see multiple images taken of each crystal or item so that you can view and understand what this may look like. From time to time some of our crystals will also have 360 degree video footage also.
Please keep in mind that crystals are natural minerals and materials, each one individually unique with colours, texture and finish.
All of our crystals and self-care items will be weighed as well as details on the dimensions provided.
If you find an item that you like but would like more information, photos or videos please email us at admin@hailcrystals.com.au or contact us via our “Contact Us” form on our website and we would be happy to assist your further.