Returns & Exchanges

Returns and Exchanges

In the interest of hygiene, we do not accept returns or exchanges for unwanted pierced earrings or body jewellery. This policy is enabled for the protection and health of the consumer. If ordering these goods you accept the sale is final. Please read and understand each product description carefully, ensuring you order the correct colour, gauge, length, and material for your desired piercing. The buyer is fully responsible for making sure the item is suitable and checking for potential metal sensitivities or allergies before purchasing any of our products. Crystal Heaven London accepts no liability for any metal allergies or irritations that may occur as a result of wearing our products. If you experience any issues, please read our guide to help determine the cause. If the issue persists, please contact your local piercer or healthcare professional.

Faulty / Incorrect Goods

All orders are meticulously quality checked by our dedicated in-house team. We enforce a strict picking and packing process, where each product barcode is scanned on our system before they are packaged to ensure you receive the correct product and quantity to avoid errors. Each packing station has 24/7 monitoring and cctv to capture the contents of each order so we can check your order if necessary. If there's something we've missed, please let us know within 7 days of receiving your order 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: customerservice@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 and if the item is no longer available for sale we will issue store credit
  
  

Damage In Transit
If your order arrives in less than perfect condition, contact us immediately. Please keep the exterior packaging and take a photo to show any damage to the mail bag or box and the item. 

Incorrect Address / Returned Packages
Your order will be sent to the exact address provided by the customer 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 no longer want your order, you will receive a refund for the item cost only as shipping costs are non-refundable. We are not responsible for any orders which are delivered to an address that has been provided incorrectly, a refund will not be provided.