FAQ's

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.

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

If the item does not match the description or if you have received the incorrect size/colour, please email us at customerservice@crystalheavenjewellery.com within 7 days of receiving the item(s) so we can resolve this for you.
In the unlikely event that your item is faulty, you will be asked to return it for inspection so we can issue a refund or send a replacement.

♡ 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.

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.

Your new jewellery will arrive in a signature silky pouch or signature gift box depending on the items ordered, 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 crystal or gemstone earrings may have to be wrapped in protective bubble wrap to avoid any damage which may occur in transit.

Additional gift packaging can be purchased here.

Shipping & Delivery

Returns & Exchanges

Angel Rewards

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