FAQ's
Below are answers to our most commonly asked questions. If you need further assistance, our friendly customer service team is happy to help - just get in touch!
Ordering
Can I order by phone or shop in-store?
We are an online retailer only and currently do not have a physical shop for in-store purchases. We also do not accept orders over the phone. All orders must be placed through our website.
What are your opening hours?
Orders can be placed on our website 24/7.
Our customer service team is available to assist you Monday to Friday, from 9am to 6pm, and Saturday from 9am to 2pm.
We aim to respond to all email queries within 2 hours during these hours. If you contact us outside these hours, weekends or bank holidays, we will respond the next working day.
What payment methods do you accept?
We accept all major debit and credit cards, including Visa and Mastercard. You can also pay using PayPal, Apple Pay, and Google Pay.
Additionally, we offer Klarna at checkout, allowing you to shop now and pay later.
I haven’t received my order confirmation email. What should I do?
If you haven’t received your confirmation email, please check your spam or junk folder first.
If it’s not there, please contact us with your full name and postcode, and we’ll be happy to look into this for you and resend your confirmation email.
Please note, we do not currently send order confirmations via SMS.
Can I cancel my order?
If your order has not yet been processed, we may be able to cancel it before dispatch. Please contact us as soon as possible using our Contact Us form.
If your order has already been dispatched, our customer service team will guide you through the return process. Once we receive the items back, we will process your refund as quickly as possible. Please note that the return postage fee will be deducted from your total refund.
Can I use a different delivery address?
Yes! At checkout, you’ll have the option to enter a different delivery address from your billing address.
Discount Codes
Do you offer discount codes?
Yes! We regularly offer discount codes. Sign up for our newsletter below to receive 10% off your first order and stay updated on our latest products, promotions, special offers, and more!
Where do I enter my discount code?
On the Checkout page, you'll find a box to enter your discount code on the right-hand side, just below your items. If you're shopping on a mobile device, tap "Show Order Summary" to reveal the discount code field. Simply enter your code, click ‘Apply,’ and your discount will be deducted from your order.
New customers receive a 10% discount by signing up for our newsletter, while existing customers will receive exclusive discounts for future orders, our way of saying thank you for being part of Crystal Nest!
Why is my discount code not working?
There are a few reasons why your discount code may not be applying:
- Double-check the spelling, capitalisation, and any numbers for accuracy
- Ensure the code hasn’t expired
- Verify that the code is valid for the items in your order
Please note that some discount codes cannot be combined with others.
If you're still experiencing issues, please contact us via our Contact Us form, and we’ll be happy to help you!
Delivery
How much does delivery cost?
Our delivery fee to UK mainland addresses is a flat rate of £2.95.
Orders over £35 qualify for free delivery to UK mainland addresses.
How long does delivery take?
Our standard delivery time is 3-5 business days.
If you need your order sooner, we may be able to offer an express delivery option. Please contact our customer service team, and we’ll do our best to accommodate your request. Kindly note that express delivery will incur a postage surcharge.
Do you offer international delivery?
Unfortunately, we currently only deliver to UK addresses. We hope to offer international shipping in the future!
Returns
Can I return or exchange my order?
Yes, we offer a 30-day no-quibble return policy from the date you receive your order, provided the items are returned in saleable condition. This policy is in line with The Consumer Protection (Distance Selling) Regulations 2000.
You can choose to receive a refund, an exchange, or alternatively, we can offer you store credit in the form of an eGift card voucher.
To initiate a return, please contact us within 14 days, and we will provide you with a postage label. Please note that return postage fees will be deducted from your refund.
If your item is damaged, used, or missing labels (where applicable), a restocking fee may be applied.
How do I return an item?
If you'd like to return your purchase, you can do so for a full refund, provided the items are in saleable condition and returned within 30 days of receipt. To start the process, please contact our customer service team within 14 days, and we'll guide you through the return steps.
We will provide you with a postage label for the return. Please note that return postage fees will be deducted from your refund.
When can I expect my refund?
Once we receive your returned item and have inspected it, we will process your refund. You will receive a confirmation email once your refund has been processed.
Refunds typically appear on your bank statement within 10 working days, depending on your bank or card provider. PayPal refunds are processed instantly.
Products
Are the crystals you sell real?
Yes, all the crystals we sell are genuine. We only partner with trusted mines, providers, and suppliers who provide authentic, high-quality crystals to ensure you receive only the best.
What is your ethical policy?
At Crystal Nest, we’re committed to ensuring you can shop with confidence.
We’ve thoroughly researched our supply chain and only partner with mines, providers, and suppliers that uphold strong ethical standards. This means we avoid child labor, support fair trade practices, and oppose animal testing. We also prioritise sourcing products from sustainable suppliers.
To minimise our environmental impact, all of our packaging is 100% recyclable. Whenever possible, we also recycle and reuse packaging from our suppliers.
Your purchases are not only good for your spirit but also for the planet.