Refund policy

Returns & Refund Policy

At Olissica Crystals, every piece is carefully selected and prepared before being sent to you. We want you to love what you receive, but we understand that sometimes you may need to return an order.

Change of Mind Returns

If you purchase from us online, you have the right to cancel your order within 14 days of receiving it.

Please contact us within 14 days of delivery to let us know you would like to make a return. You then have a further 14 days to return the item to us.

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning it.

Items should be returned securely packaged and in the same condition in which they were received. You may handle the item as you reasonably would when examining it in a shop, but we may make a deduction from your refund if its value has been reduced through unnecessary handling or damage.

We recommend using a tracked and appropriately insured service, particularly when returning higher-value crystals and mineral specimens.

Refunds

Once your return has been received, we will inspect the item and process any refund due to your original payment method.

Where you cancel your entire eligible order within the statutory cancellation period, your standard outbound delivery charge will also be refunded. If you chose an enhanced or more expensive delivery service, we are only required to refund the equivalent cost of our standard delivery option.

Refunds will be issued within 14 days of receiving your returned goods, or earlier where required by law.

Your bank or payment provider may take additional time to display the refund in your account.

Damaged, Faulty or Incorrect Orders

Every Olissica order is carefully packaged, but if something isn't right when your order arrives, please contact us as soon as possible.

Please provide your order number, a description of the issue, and clear photographs of the item and packaging where relevant.

Please retain the original packaging while we investigate any damage in transit, as this may be required when making a claim with the delivery provider.

If an item is faulty, damaged in transit or not as described, we will provide an appropriate remedy in accordance with your statutory rights.

Natural Crystals

Part of the beauty of crystals and minerals is that no two pieces are exactly alike.

Natural characteristics can include variations in colour and pattern, inclusions, fissures, small pits, druzy pockets, uneven surfaces, matrix and natural fractures. These characteristics are part of the formation of the crystal and are not considered faults.

We make every effort to photograph and describe our pieces accurately. Colours may appear slightly different depending on lighting and the screen or device used to view them.

Where a product is sold as the exact piece pictured, you will receive that individual specimen.

Where a product is sold as an intuitive pick, photographs represent the general appearance, size and quality of the pieces available. Your crystal will be individually selected for you and natural variation should be expected.

Bespoke & Personalised Pieces

Products that have been made, altered or personalised specifically for you may be exempt from the standard change-of-mind cancellation right.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Earrings

For hygiene reasons, earrings for pierced ears cannot normally be returned once any sealed packaging has been opened.

This does not affect your rights if the item is faulty or not as described.

Returning Your Order

To arrange a return, please contact Olissica Crystals using the contact details provided on our website and include your order number.

Please contact us before posting your return so we can provide the appropriate return instructions.

Unless an item is faulty, damaged or incorrect, return postage costs are the responsibility of the customer.

Your Statutory Rights

Nothing in this policy limits your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Last updated: September 2026