![cerys logo colured[617].png](https://static.wixstatic.com/media/c0fab6_145e4f843e5a4907b65d2f1f5a710079~mv2.png/v1/fill/w_124,h_124,al_c,q_85,usm_0.66_1.00_0.01,enc_auto/cerys%20logo%20colured%5B617%5D.png)
Our Shipping Policy
Dispatch times: Most orders are dispatched within 0-3 working days unless they are on Pre-Order, dispatch times for Pre-Order items will be specified on the individual item's product page.
​
UK orders: Orders up to 5kg are shipped by Royal mail and postage costs are calculated automatically at checkout based on size and weight of the order. We currently offer Royal Mail 2nd class (3-7 working days) as an economical option, Royal Mail 2nd class signed (3-7 working days) Royal Mail tracked standard (3-6 working days), Royal Mail tracked express (2-5 working days). Orders to Wales, Scotland, Northern Island and the Chanel islands may take an additional 2 days from dispatch to arrive. We do occasionally send parcels with Evri when Royal Mail is unavailable to use for example if Royal Mail delays are significant or if strikes are occurring frequently. In this case we will try to match the service chosen to an Evri alternative e.g if you selected Royal Mail Express, we will use Evri next day..
Very heavy UK Orders (5kg+) may be shipped with a non-Royal Mail courier, we will select a service that is the most economical and will arrive as quickly as possible. We will inform you if we select a different courier to your original selection.
​
International orders: Most international orders are dispatched with Royal Mail, DPD or DHL. . All packages are insured and carefully packed to ensure they reach you safely! We now only offer tracked postage services, the majority of international orders will arrive within two weeks but this varies depending on the shipment destination and parcel size, for a more specific estimate, see the shipping information at checkout .
​
Tax, Customs and duty charges may be payable for international orders, these are the buyers responsibility and out of our control. Please check with your local authority to find out what additional charges may occur.
​
•Untracked services may not be available during busy periods such as the 4 weeks before Christmas where there may be postal delays.
​
•In busy periods such as from the 15th November - 23rd December, there may be significant postal delays. Please allow an additional 1-2 weeks to ensure your order makes it to you on time. The actual delay shouldn't be this significant but its better to get your order too early than too late!
​
•'Working days' referred to here are from Monday - Friday
​
If you have any questions about postage or would like to request a different postage service for your order, please contact customer service via email at sales@wildflowergems.co.uk
Return & Exchange Policy
We hope that you love everything that you receive from us but should you wish to exchange or return an item that's okay! Email us as soon as possible (within 14 days) with your request and be sure to include your order number and reason for return in your email. if you have a complaint about a product, please also include an image of the item you're referring to, it may be something we can help with for example if you've received the wrong item we can amend this or if you're struggling to find a flash on a piece of labradorite, we can guide you to angle the stone into the light so you can see it.
​
Please note, we can only accept returns for undamaged, unused and new items. In the unfortunate event that an item has been damaged on its way to you, please see the 'damaged, delayed and lost items' section below.
Please ensure when you send the item back to us that the package is insured for the full value of the item and that you retain proof of postage. Your exchanged item/refund will be sent within 3 days of receipt provided the item is received in its original condition. We cannot refund or exchange items that do not reach us safely, this is why it is important that you return the item with a tracked and insured service and retain proof of postage should you need to open an insurance claim with the shipping provider.
Crystals are very delicate items and need to be handled and packed with care, they may break if not protected when shipped. Use protective packaging such as a thick box, bubble wrap and scrunched up paper (feel free to reuse our packaging) to make sure it reaches us safely and to prevent having to go through an insurance claim and risking damage to a beautiful crystal!
​
We cannot reimburse shipping costs for returns.
Damaged, Delayed & Lost Items
If any of these circumstances occur, please get in touch we're here to help!
Damaged items: If an item has been damaged on its way to you please contact customer support at sales@wildflowergems.co.uk and provide your order number, photographs of the external packaging if the parcel is visibly damaged from the outside and clear, in focus images of damage to the products. A member of the team will get back to you within 3 days to request more information if needed or with an appropriate solution, this will usually be a partial refund, a replacement if possible, store credit or a full refund. This is assessed on a case to case basis.
​
Please note that crystals are natural products and may have imperfections. all items on our site are sold as seen, please make sure that any faults were not on the original listing photos or described in the item description before making a complaint.
Delayed and lost items: If your order has not arrived by 7 days after the suggested dates and the tracking is not updating, please contact customer support with your order number so they can look into it for you. If your parcel has indeed been lost you will be offered replacements of the items or similar items. If there are no suitable replacements available you will be refunded for the value of the items.
​
​
Christmas Delivery
Information about Christmas last order times for 2023 will be added here closer to the time.