Orders are processed during our business hours, Monday - Friday (excluding weekends and public holidays) once payment has been received in full.

Every single order is personally quality checked and packaged with love by our founder and dispatch assistant. As a small business, we can not compete with the turnaround times of Amazon, however we work non-stop to ensure your order reaches you as soon as possible. We kindly ask for your patience and understanding, it is truly appreciated!

Please find all our processing and delivery times here

We offer a tracked upgrade with DHL Express for customers who want detailed end-to-end tracking. We aim to dispatch upgraded shipping orders on the same day before 1pm, Monday to Friday. Please note: If you placed an order with tracked shipping on Friday, it will be dispatched on Monday to arrive on Tuesday.

Once your order has been dispatched, you will receive an email containing your tracking number. Please make sure the email provided at checkout is correct otherwise you will not receive this important information.

If you wish to cancel or amend your order, please let us know within 1 hour of placing your order.

Please contact us using the form above and we will do our best to help. As we aim for a fast turnaround, we cannot always guarantee that we can make changes to your order.

Your order confirmation and order dispatch notification will be sent to the email address provided at checkout, if this is incorrect you will not receive any updates - this is the most common reason for not receiving updates. If you suspect your email was provided incorrectly, please contact us and we will change the address on our system and re-send your order updates.

You may also want to check your spam or junk email folder incase your email updates are filtered there by mistake.

All orders are meticulously quality checked by hand and each product code is scanned during packing but if your item has arrived damaged or if we've missed something by mistake, please let us know so we can resolve this for you. Do not open any sealed bags to ensure the contents are exactly as received.

In the unlikely event that your item is faulty within 6 months from the delivery date, please contact us so we can assist. Do not return any items without confirmation to do so via email. We can not consider wear and tear as a fault and will not be covered by our 6 month manufacturing guarantee. Please follow our jewellery care guide to ensure you are taking care of your jewellery.

Please follow the process below to report a manufacturing fault: 

• Your order must have been placed and delivered within the last 6 months
• Contact us via email first to notify us of the fault: hello @crystalheavenjewellery.com
• Include a photograph to show the fault and a written description of the fault
• If your request is approved, we will arrange for the product to be returned free of charge
• The item will be inspected to ensure it is a manufacturing fault and not general wear and tear
• If your item is deemed as a manufacturing fault, we will repair or replace your item. If the item is no longer available for sale, we will issue store credit instead.
  

In the interest of hygiene as per industry standard, we do not accept returns or exchanges for pierced earrings. This includes any item that is designed to be worn inside a piercing hole such as a hoop, stud or barbell. By purchasing these items, you accept the sale is final. You are required to tick a box to confirm this before proceeding to checkout.

Our jewellery is produced in small meaningful batches as we prefer a slower approach which reduces waste and allows us to refine our collections with careful detail. We aim to restock our core collection as often as possible.

If you'd like to be notified when a product is back in stock, please enter your email on the product page to join the waitlist.

Capsule collections are released in small limited edition batches throughout the year. These one-of-a-kind designs are not restocked, so if you see something you love - don't wait around.

We offer a range of high quality metals in our collection, all of which are kind to the skin and will not rust or turn your ears green.

If you are looking for gold jewellery that will never fade if worn regularly in water, you will need Implant-Grade Titanium which has been anodised gold, 316L Stainless Steel which has a PVD Gold coating or Solid Gold.

Sterling Silver jewellery is available in either Silver or Gold. You can wear Silver Sterling Silver in water without any issues as there is no plating, however if it is Gold plated Sterling Silver, it may begin to fade if worn regularly in water. We use a thicker than standard gold plating to prolong the life of our gold plated Sterling Silver jewellery.

For everything you need to know, please read our full guide here.

We offer a range of high quality metals in our collection, all of which are kind to the skin and will not rust or turn your ears green.

All Sterling Silver jewellery can naturally tarnish, it's a temporary darkening of the metal which is easy to remove so it's nothing to worry about.

We've made our Sterling Silver jewellery more resistant to tarnishing by adding a Rhodium plating as a layer of protection along with an e-coating so that outside factors can't easily tarnish the Silver base metal.

For this reason, it makes sense that Gold plated Sterling Silver jewellery is also protected against tarnishing because the base metal is covered with a thick Gold plating and e-coating. The only way Gold plated jewellery will tarnish is if the Gold plating is significantly worn which is why we use a thicker than standard layer.

It's important to note that ASTM F136 Titanium, 316L Stainless Steel and 14K Solid Gold will not tarnish.

Glossary

• Tarnishing: a chemical process technically known as oxidisation, where Silver jewellery turns dark as a result of exposure to air or moisture. This appears as darkening on the surface of the silver jewellery. This discolouration can be easily removed with a polishing cloth to restore the bright silver underneath.

• Fading: a process of wear and tear where the gold plating begins to fade, revealing the Sterling Silver base metal underneath.

• Green Skin: a chemical process associated with low-quality alloy metals that contain brass or copper.

Tarnishing
As explained above, tarnishing is a natural process and easily fixed. It can occur with high quality metals such as Sterling Silver when the surface of the metal reacts with moisture, and exposure to chemicals over a prolonged period of time - it's not solely linked to wearing jewellery in water. Tarnished silver often appears dull and may have a dark coating on the surface which can be buffed off with a silver polishing cloth.

Green Skin
Green skin is a chemical reaction that occurs when a low-quality metal such as brass reacts with the acids present in a person's skin, combined with factors like moisture and air, this causes the metal to oxidise. This results in a greenish residue being left on your skin, especially from earrings that have prolonged contact with the skin. Alloy-based costume jewellery is highly likely to cause green skin and irritation which is why it's important to choose jewellery made from high-quality metals for your piercings as it's likely you'll be wearing them every day - no one wants to remove their flat-backs before showering or sleeping! Unfortunately there's no way to fix the damaged jewellery and often has to be thrown away.

Yes, we offer a dedicated collection of Certified Hypoallergenic Implant-Grade Titanium (Ti-6Al4V-ELI) cartilage earrings which are nickel free.

Hypoallergenic is a term used to define a product that has reduced chance of causing an allergy. There are varying degrees of skin sensitivity but Titanium is the best option for most with sensitive skin.

Some companies will classify jewellery as hypoallergenic if it has low nickel content, yet it may still contain enough nickel to cause direct contact dermatitis, so always be cautious and check the nickel release test report to be sure.