Shipping policy
Shipping & Returns Policy
Last updated: July 2026
At Crystal Earth, every order is prepared with care so your hair ritual arrives safely, beautifully and ready to use.
This policy explains how we ship orders, how returns work, and what to do if something arrives damaged, incorrect or not quite as expected.
Shipping
UK Delivery
We currently ship to addresses within the United Kingdom only.
Free UK shipping is available on orders over £50.
For orders under £50, the delivery cost will be calculated and shown at checkout before you complete your purchase.
All prices shown on our website include applicable tax, unless stated otherwise.
Dispatch Times
Orders are usually processed Monday to Friday, excluding UK public holidays.
Orders placed over the weekend or on a public holiday will usually begin processing on the next working day.
Once your order has been dispatched, delivery times may vary depending on the courier, the delivery address and any delays outside our control.
Couriers
We use trusted delivery partners to send Crystal Earth orders. The courier may vary depending on parcel size, delivery location and the most suitable service available at the time of dispatch.
Where tracking is available, this will be shared with you after your order has been sent.
Delivery Address
Please make sure your delivery address is entered correctly at checkout.
Crystal Earth cannot be responsible for delays, failed deliveries or lost parcels where an incorrect or incomplete address has been provided by the customer. If an order is returned to us because of an address issue, we will contact you to arrange the next steps. Additional postage may be required to resend the parcel.
Delivery Delays
We will always do our best to make sure your order reaches you as quickly as possible.
However, Crystal Earth is not responsible for delays caused by couriers, postal disruption, weather, public holidays, incorrect delivery details or circumstances outside our reasonable control.
If your order appears to be delayed, please contact us and we will do our best to help resolve the issue with the courier.
International Shipping
We currently ship within the United Kingdom only.
At this time, we do not offer international delivery through our website. If international shipping becomes available in the future, delivery options, costs and any relevant information will be shown at checkout.
Returns
We hope you love your Crystal Earth ritual. If something is not right, please contact us as soon as possible so we can help.
Change of Mind Returns
If you have changed your mind about your order, you have 14 days from the day you receive your goods to let us know that you would like to return them.
Once you have told us, you then have a further 14 days to send the items back.
To be eligible for a change of mind return, items must be:
- Unopened, unused and in their original condition
- In their original packaging
- Accompanied by proof of purchase
For hygiene and safety reasons, we cannot accept returns of opened or used haircare products unless they are faulty, damaged or incorrect.
Please do not send items back without contacting us first. We will provide the correct return instructions.
Return Postage
For change of mind returns, customers are responsible for the cost of return postage.
We recommend using a tracked service, as we cannot refund items that are lost or damaged in return transit.
If an item is faulty, damaged or incorrect, we will cover the reasonable cost of return postage or arrange an appropriate solution.
Damaged, Faulty or Incorrect Items
Please check your order when it arrives.
If your item is damaged, faulty, leaking, or you have received the wrong product, please contact us as soon as possible with:
- Your order number
- A brief description of the issue
- Clear photographs of the item, packaging and parcel box, where relevant
We will review the issue and offer a suitable resolution, which may include a replacement, refund or other appropriate remedy.
Nothing in this policy affects your statutory rights.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
Approved refunds will be made back to the original payment method.
Refunds are usually processed within 14 days of us receiving the returned goods, although your bank or payment provider may take additional time to show the funds in your account.
If you return your full order under your cancellation rights, we will refund the cost of the products and the standard delivery cost you paid, where applicable. If you chose a more expensive delivery option, only the standard delivery amount will be refunded.
Exchanges
We do not currently offer automatic exchanges.
If you would like a different product, the simplest option is to return the eligible item and place a new order.
Sale Items, Discounted Items and Bundles
Sale or discounted items can be returned if they meet the return conditions above, unless clearly stated otherwise at the time of purchase.
If you return part of a bundle or promotional offer, your refund may be adjusted to reflect the offer price actually paid.
Gifts
If you received Crystal Earth as a gift, we may be able to help with an exchange or store credit where appropriate, provided the item meets our return conditions and proof of purchase is available.
Refunds can only be made to the original payment method used to place the order.
How to Start a Return
To start a return or report an issue with your order, please contact us through the Contact Us page on our website.
Please include your order number and the email address used to place the order so we can find your purchase quickly.