SHIPPING AND RETURN POLICY

1. SHIPPING

We are shipping packages to any address in the world. There are some restrictions on some products (Palo Santo, Incent Resin, etc) in some countries (Mexico, Maldives, etc) so these products cannot be shipped to these countries without a special import permit. Before placing an order please check your country's import regulations. 

  • Priority mail shipping for domestic orders - 5€

  • International Priority mail shipping - 13€ (package insurance up to 100€ for lost or damaged items)

  • EMS express shipping - 50€ (full package insurance)

  • DHL Express shipping - 75€ (full package insurance)

*Please also note that the shipping rates for some items are weight-based. 

2. DELIVERY 

All orders are processed within 2 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. We will send you automated mail with a tracking number and link where you can track your package (if not received, check your spam mail). If there is a delay in the shipment of your order for more than 21 days, contact us via email at info@starstones.com or telephone +386 406 119 59. 

  • The estimated delivery time for domestic priority mail shipping is 1 - 3 days.

  • The estimated delivery time for international priority mail shipping is from 5 - 28 days. (depending on the country)

  • The estimated delivery time for EMS express shipping is 3 - 16 days.                         (depending on the country)

  • The estimated delivery time for DHL express shipping is 3 - 7 days.                            (depending on the country)

Buyer is responsible for custom and tax (VAT) charge in their country. There will be no refund if the package will be sent back without paying tax charges in your country or if the package will be destroyed by customs. 

3. DAMAGES

The Association is not liable for any products damaged or lost during shipping. It's up to the buyer whether he wants to have his package fully insured or not when choosing the right shipping option. If you received your order damaged, please contact us via info@starstones.com providing proof (pictures or videos) so we can file an insurance claim. Insurance claims can take from 30 to 60 days.

4. RETURNS (refunds and exchanges)

If you are unhappy with your item or Crystal for any kind of reason, please let us know. You have 8 days to return or exchange an item properly packaged, secured, and postmark labeled. If 8 days have gone by since your purchase, we cannot offer you a refund or exchange. Returns are not possible with international shipping. To be eligible for a refund or exchange, items must be in the same condition as when you received them. In case of return or exchange, Association is not responsible for return shipping costs. Also, the buyer holds the responsibility for securing and insuring the package for any kind of damages that might occur during reverse shipping. 

 

5. REFUNDS (if applicable)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange. If all is ok, then your refund or exchange will be processed the same day, and will automatically be applied to your PayPal, credit card, or other original methods of payment.

 

Buyer is responsible for custom and tax (VAT) charge in their country. There will be no refund if the package will be sent back without paying tax charges in your country or if the package will be destroyed by customs.