FAQ's

CAN I RETURN MY CRYSTAL?

Returns and exchanges are not accepted based on crystal characteristics or on change of mind. All sale items are final and cannot be returned for a refund or exchange unless deemed to have a major fault.

Stones are natural minerals each beautiful and unique in pattern and crystalline composure; therefore no two Stoned Crystals will ever be the same. Please be aware, as natural objects their appearance can vary from the images shown and they may contain tiny fissures and pits and expect to find inclusions and beautiful markings within the crystal itself.  Our designs and crystal cuts are made to show the beauty of a crystalline structure rather than looking like glass, as our products a hand cut, they will never be completely ‘perfect’.

I AM MISSING AN ITEM IN MY ORDER?

Ensure the item isn’t hiding amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories and tumble stones are usually wrapped up in bubble wrap and padding within your parcel.

Still can’t find it? Not to worry, contact us with your order number # and missing item.

MY CRYSTAL ARRIVED BROKEN

Unfortunately, accidents happen and we do our best to ensure each and every item finds itself to you in perfect condition.

If your crystal has arrived broken, please email us with your order number # and a photo of its condition to sales.emjempire@gmail.com so we can work out the best solution for you.

I DIDN'T RECEIVE MY ORDER NUMBER/SHIPPING CONFORMATION EMAIL?

Make sure you’ve checked your junk and spam folders in case the automatic notification has been sent there. You can mark us as “SAFE” too so that you won’t miss any future emails from us in future.

Still having trouble? Not to worry, just email with the name and/or email used at checkout, so we can find your order details and resend it to you!

I'VE CHANGED MY MIND - CAN I CANCEL MY ORDER?

All orders are final. Once an order is placed, we’re unable to cancel based on change of mind, regardless if it’s not been shipped yet. 

IS YOUR PACKAGE ECO FRIENDLY?

Sustainable Packaging - All of the packing material we use is compostable or 100% recyclable paper, cardboard or cellulose. Any plastics or foams we use are rescued from going to landfill as we collect them from our suppliers, the residents and businesses in our local neighbourhood. We hope that you can reuse them, pass them to someone who can, or place them in an appropriate recycling bin. We're all sharing this planet together so all the little things we can do will add up to benefit everyone!

ARE YOUT CRYSTALS ETHICAL SOURCED?

We believe that we should all tread as lightly as possible on our beautiful planet. We do this by sourcing as much as possible from small family businesses with ethical workplace and environmental practices that we can verify in person or via people that we trust. 

HOW LONG UNTIL MY ORDER IS SHIPPED?

Please refer to the Shipping and Returns Policy Page.

HOW DO TRACK MY ORDER?

Once dispatched, you will receive a tracking number via email for your order. It can sometimes take 24-48 hours to show any kind of update on the tracking link.