FAQs and Shipping

Q: I don't have Paypal or Credit Card. Can I still buy from your store ?
A: It is generally possible to pay by direct deposit into our bank account. Please email us on info@crystalheart.com.au
Q: Can I pay a deposit and buy on a Lay By system ?
A: Short answer is yes - if you email or call us with credit card details. Lay by terms are 20% deposit and 6 weeks. You can also make part payments.
Q: Shipping Rates don't appear in my cart
A: The full amount will appear later in the process but before you pay.
Shipping rates are fairly standard, so a rough guide is -
light parcels anywhere in Victoria, Australia, $9.95
Heavier items e.g. books, up to 1Kg will cost approx $15
Over 1 kg approx. $20
FREE shipping is given for Australian Orders over AUD $99.95
FREE Shipping for International Orders of AUS 199 and over.
Other international shipping is by registered post and costs AUD 20.
We don't post internationally over 1 Kg.
Q: Is the shipping rate per item ?
No. You can combine as many items as you want up to 1 Kg for the same price.
Q: Are there any taxes to add ?
A: No. The price you see is the price you pay, no hidden extras !
Q: Is the piece in the photograph the one I actually get ?
A: 99 % Yes. The only exception is where you have one style of Jewellery with many different stones to choose from - like the petite earrings - however all the stones will be of similar quality. We will never sell anything substantially different to the photo without sending you a pic first.
Q: What happens if I buy a piece that you've run out of ?
A: Sometimes we sell an item in the physical shop and can't adjust the Web Stock in time. If we have an alternative we will always send you a pic for approval first. If there is no alternative we will cancel the order so you get a full refund in a few days.
Q: What is your policy on returns.
 A: It's best to have a chat with us rather than lay down strict rules.
Overall our aim is happy customers after all !
We will of course refund or replace if the goods are faulty.
We often find a straight exchange for something else or a credit note solves the problem, but we do need to know within 7 days of receipt.