Returns & Exchanges
This page contains information about our refund and returns policies. Please read these terms carefully and make sure you understand them prior to ordering from our website.
Please note that our customer service team is based in Western Australia.
Do we accept returns?
Due to the nature of our business, please be aware that each piece is a lovingly crafted work of art, which may be unique in colour, size, weight, natural impurities and crystalline inclusions and lines. While we generally do not accept returns and exchanges, occasional exceptions are made on a case by case basis, provided that you contact us within 7 days of receiving your order and the product(s) remain unused and inside their original packaging. Contact us at email@example.com with your order number and item details and we will be pleased to assist you further.
All returns will be processed for either a store credit or exchange only.
- Orders within Australia: We can provide a return label to attach to your return shipment at your expense.
- International orders: You will need to arrange for the product(s) to be returned at your cost. Please contact us via email for more information.
Please be aware that for returns and exchanges, a restocking fee of $4.99 AUD applies. We will not accept returns or exchanges without prior authorization.
Any shipping fees paid are non-refundable.
Once your return has arrived at our warehouse, please allow 7 days for your return to be inspected and processed by our team.
Damages and Issues:
If you receive an item that is defective or is the wrong product, please contact us at firstname.lastname@example.org within the first 7 days of receiving your order. Please provide your order number and include photographs of the affected product, and we will be able to assist you from there.
Exceptions / Non-Returnable Items:
Unfortunately, we cannot accept returns for sale items or gift cards.
We do not offer refunds; however, we can issue a store credit. Please be aware that the store credit has no expiration date, so you can use this at any time!
We cannot make any guarantees, but if you contact us ASAP we will try to cancel your order before it is processed and shipped. Please contact our team at email@example.com with your order number. If your cancellation is accepted, a store credit will be issued. Please await our response to your email prior to placing an additional order, as this may not be necessary based on your request.
Unfortunately, once your order has been processed by our warehouse, we will not be able to cancel it.
All discount codes must be applied during the checkout process. It is not possible to add a discount code after your order has been placed. We are unable to issue refunds or store credits if you neglect to use a discount code.
You can still use your discount code on any new orders, as long as the code is still valid.
Shipping to Strict Countries:
Certain countries have strict regulations concerning the import of sexual products. To facilitate a smoother transaction through customs and minimise the risk of items being destroyed, we do not include branding or information brochures in orders shipped to such locations. Please be aware that due to the nature of our business in your country, you are purchasing at your own risk, and we are not responsible if your parcel is confiscated by customs. In such cases, refunds will not be provided.