Orders are processed during our business hours, Monday - Friday (excluding weekends and public holidays) once payment has been received in full. Please note the processing time is in addition to the delivery time, except when the UK Next Day delivery method is chosen.
Please allow an estimated 1-2 working days for us to process your shipping label, customise your chosen products and make sure its beautifully packed with love. In some circumstances we may be unable to post within this timeframe so this will be noted in the shipping methods at checkout stating the next available posting date.
During holiday seasons or special discount events order processing times may be increased.

For domestic and international delivery times, please see our dedicated shipping information page here.

Tracking is NOT available with the Standard postage method.

Upgrading your postage is highly recommended to ensure your parcel is insured if it becomes lost or stolen. 

If you have received your tracking code, please visit the following website to follow the progress of your package:

https://www.royalmail.com/track-your-item

We aim to ship to as many countries as possible, however we do have some exclusions. To check if we ship to your country, please send us an email.

Click on your 'cart' in the top right corner of our site, this will bring up the cart pop up with the contents of the products you have selected. At the very bottom of this pop up is a little box where you can add your order note. Don't forget to click 'save'

Your order will be sent to the exact address provided by you at checkout. We are not responsible if this is not your current address or incorrect information, please double check this before ordering to avoid delay and confusion. You must notify us immediately after ordering to amend an address. If your postage label has already been printed the address can not be changed. We can not change the address once the parcel is in transit. If your item is returned to us because the address you provided was not correct, you will need to pay for the postage to resend the item.

If you wish to cancel your order, please let us know within an hour of initial purchase. We are unable to accept a cancellation once the order has already been dispatched.

We can not guarantee that any order can be cancelled in time.

Our dedicated team at CHL-HQ work hard to have your order packaged with care and dispatched asap! Once we hand your parcel over to the post office it is then out of our control so we can not be held responsible for delayed parcels. We do our part and put our trust in the postal service to deliver all parcels safely and efficiently - but sometimes they do let us down. Standard International post has to go through many processes, so we please ask for your patience whilst it is in transit. Please allow 30 working days from the dispatch date for your order to arrive. We kindly ask that you allow this time to pass before getting in touch.
However, if you've chosen an tracked method, you will receive a tracking number which will keep you up to date with your parcel's progress and is guaranteed to arrive in the times shown above.

In the interest of hygiene we do not accept returns or refunds on pierced earrings or body jewellery. This policy is enabled for the protection and health of the consumer.
Please read and understand the product description carefully, ensuring you order the correct gauge, length and materials for your desired piercing.
The buyer is fully responsible for making sure the item is suitable before purchasing and checking for potential metal sensitivities or allergies before purchasing any of our products.

Please see our full returns policy here:

https://crystalheavenjewellery.com/pages/returns

We want to thank you for being part of our journey. As a member of our exclusive Angel Rewards loyalty programme, you will earn points and receive coupons to spend. It's completely free to join!

♡ Sign up = 50 points
♡ Follow on Instagram = 50 points
♡ Celebrate a birthday = 200 points
♡ Place an order = 3 points for every £1 spent

Want a 20% off coupon? Refer a friend and you can both claim a 20% off reward coupon when they make a purchase.

♡ 250 points = £2.50 coupon*
♡ 500 points = £5 coupon
♡ 1000 points = £10 coupon

*Please note this coupon requires a minimum order amount of £10.00

You can find your points balance by signing into your store account and clicking on the 'Angel Rewards' button found on our website.

♡ Check your balance and see how far away you are from the next reward.
♡ Find your referral link to share with friends to earn a 20% off coupon.
♡ View all available rewards and how many Angel Points you need to unlock them.
♡ Discover all the ways you can earn more Angel Points.
♡ View your Angel Points history.

Referring a friend is super easy! Sign into your store account then click on the 'Angel Rewards' button.

Scroll to the 'Referrals' section. Here you'll find your unique referral link. Share this link with anyone you think will love our jewellery.

When someone clicks on your unique referral link they are directed to our website. A pop-up will show they have been rewarded a 20% off discount code from you!

When they make a purchase, they'll receive 20% off and you receive 20% off to use on your next order, so you both save! There is no limit to how many coupons you can earn, so keep sharing your code and you'll benefit each time an order is placed using your link.

The Angel Rewards program was launched on 28 July 2020. Only purchases made online after this date are eligible to earn rewards points.

We aim to restock our core collection as often as possible. If you want to be notified when a product is back in stock, please enter your email on the product page to join the waitlist.

As all our collections are designed by us, they are limited. We can't always guarantee we will restock styles outside of our core collection - so if you see something you like don't wait around as it we may not create another future batch.

It is the responsibility of the customer to be aware of any allergies he/she may have to certain metals in used in jewellery. As we are unable to know your personal and individual sensitives, we accept no liability for any metal allergies or irritations that may occur as a result of wearing our jewellery.
Some metals used may contain brass, copper and nickel, please see the individual items product description which will state the jewellery material. If you are unsure, please send us a message before ordering.

Please see our jewellery fitting guide here.

All orders are sent in a little organza bag, signature silky pouch or our signature gift packaging, all of which are ready for gifting!

We try to avoid as much unnecessary exterior packaging waste as possible. The mail bags we use are made from recycled content and can be recycled, just remember to remove the inside bubble wrap beforehand. 

Delicate items such as bioflex labrets, crystal or gemstone earrings may have to be wrapped in protective bubble wrap to avoid any damage which may occur in transit.

Orders over £50 include gift packaging for free, which will include either a gift box or satin pouch depending on the items in the order.

Additional gift packaging can be purchased here.

If you have a question about one of our products or a recent order, please send us a message through our Contact page.

We receive a large number of enquiries so aim to get back to you within 1-2 working days from Monday to Friday.

Please read our FAQ's before sending a message as you may find a quick answer there.