Shipping and Returns
We hope you love your purchases as much as we do! We offer shipping to most countries worldwide.
All of our crystals and jewellery pieces are energetically cleansed & tended to with great care before they are sent on their way to you. We do everything we can to ensure that your order reaches you promptly and in perfect condition. If you have any other questions please send us a message on Etsy, or you can refer to our Frequently Asked Questions.
All orders are shipped from our location on the west coast of British Columbia, Canada. Under normal circumstances, our orders would usually ship twice or three times weekly, however please note that during the Covid-19 pandemic we may choose to limit our visits to the post office at certain times and reduce the frequency of our shipments to once per week. Please allow between 1-3 business days for the processing of your order during this time. You will receive an update on your order as soon as your parcel has been shipped by us.
We ship to most countries worldwide. If you do not see your country listed, or would like to inquire about expedited shipping options to your area, please contact us for a custom shipping quote. All of our parcels are sent via Canada Post. International orders will be received and delivered through your country's national mail carrier (USPS, Royal Mail, AusPost, Deutsche Post, etc.). Shipping for Canadian orders includes a tracking number and insurance, and does not require a signature for delivery. International orders are sent via standard airmail shipping, unless a shipping upgrade has been selected at checkout. Please note that this standard airmail service does not include a tracking number or insurance. Unless you have chosen a tracked upgrade during checkout, unfortunately we will not have any means to check on the status or whereabouts of your order once it has been accepted by the postal system. Likewise, we will not be liable in the rare instance that a standard parcel becomes lost in the mail. While we are happy to continue offering standard shipping as an economical option for our international customers, we do recommend upgrading your order during checkout to include tracking if you are able to.
COSTS & COMBINED SHIPPING
Shipping costs will be automatically calculated at checkout depending on your location and the total combined weight of your order. International tracking upgrades are available as an added cost at the point of purchase. If you place multiple individual orders with us over a short period, there is a chance that we may be able to combine your orders into one parcel and issue any postage discounts if it falls within our usual shipping schedule. Alternatively, if you make arrangements with us in advance (by messaging us on Etsy or by leaving a note in the comments field at checkout), you are welcome to combine multiple orders over a period of up to two weeks to save on shipping costs. In such instances, all shipping costs would be paid up front, and any postage discounts would be issued in the form of a refund when the combined parcel is finally shipped. Finally, please note that international parcels may acquire additional import taxes and duties when they clear customs in your country, in which case you will be required to pay them upon delivery of your items. Solstice Stones is not responsible for any import duties imposed by your home country. Likewise, we have no control over whether a parcel will or will not garner additional charges at the border.
The effects of Covid-19 have created substantial shipping delays in many parts of the world. We will make every effort to ensure that your order is carefully and lovingly sent off for you within our usual processing times mentioned above, however once your order has been shipped we have no control over how quickly any shipping service is able to deliver your parcel. Additionally, all international orders will have to clear customs which can sometimes cause unexpected delays. With the current pandemic, it is incredibly difficult to give any kind of further delivery estimate. The following is a list of approximate shipping times, designated by Canada Post before the Covid-19 outbreak and intended now only as a very rough guide: Canada 1-2 weeks, United States 2-3 weeks, Europe 2-4 weeks, Asia & Australasia 3-4 weeks. Please allow extra time for delivery - thank you so much for your patience!
We are always delighted to help facilitate any special gift giving! If you would like your parcel sent directly to your gift recipient, please include their name and address in the order's shipping information, along with any special instructions and/or a gift message in the notes field at checkout. All orders include complimentary gift wrapping, and no invoice will be enclosed (however, please note that international customs forms do require an indication of the value and a description of the goods on the outside of the parcel). Please contact us at on Etsy if you have any other questions.
ERRORS & CORRECTIONS
When placing an order, you are responsible for providing us with accurate and up to date shipping information. In the event of a returned order due to unpaid customs fees or incorrect/incomplete customer information, we will get in touch with you. Shipping must be paid in full a second time before the parcel can be dispatched.
We understand you may change your mind from time to time, and we want you to love the crystals and jewellery you purchase from us as much as we do. If for some reason you are not satisfied with your purchase, you may ship it back to us for return or exchange. Please send us a message on Etsy as soon as possible (within 7 days of receipt) so that necessary arrangements can be made. Please note that discounted items, sale items, and custom or special orders are considered final sales and are not eligible for returns. Shipping costs are non-refundable, and customers are responsible for all fees associated with the return or exchange. Solstice Stones cannot be responsible for lost or damaged return shipments. We will issue any store credits or refunds once the item has been received by us in its original condition and the return has been processed. Solstice Stones reserves the right to deny a return if it does not meet our returns policy. Please get in touch with us if you have any other concerns about your order and we'll do our best to help!
FAULTY OR DAMAGED ITEMS
Please note any natural flaws or inclusions within our crystal specimens do not indicate that a crystal is faulty or defective. Crystals are formed naturally within the earth, and the vast majority of the pieces offered in our shop can be considered semi-precious in quality. This means that many will include areas of internal fractures, occlusions, cleavage planes, rugged features, or fault lines inherent in their crystalline structure (including tumbled or polished pieces). Please reference all photos and read the full product description to obtain the best sense of a crystal before making your purchase. If you have received an item that has been damaged in the mail or one that is significantly different than described, we sincerely apologize for the inconvenience. Please send us a message on Etsy right away along with a picture of the item and we will do everything we can to make it right.
Our jewellery is not immune to natural wear and tear, trauma events, or mishaps. We do, however, offer a guarantee against genuine defects in our sterling silver and bead necklace jewellery ranges for a period of 90 days from the date of purchase. Please note that elasticated bracelets are not covered in this policy, as they require more careful handling in general to prolong their lifespan. Defects are defined as a problem or fault with the materials used to make an item or in the original construction of an item. This does not include any damage that, in our opinion, has been caused by accident, misuse, ordinary wear and tear, or attempts at modification. Please contact us on Etsy if you have a problem or issue with a jewellery piece that you purchased from our shop. We will attempt to repair any item for you that we have deemed defective within a reasonable amount of time, or if an item cannot be repaired, a refund will be given. Solstice Stones does not take on any repairs outside of our 90 day guarantee period.