Returns & Refunds

Crystals are one of a kind, and we'd rather you love what you bought than keep it out of politeness. Here's what we can do, plainly.

The short version

   Damaged or wrong item: we replace it or refund you in full, and we cover the shipping. Tell us within 7 days.

   Changed your mind: return unused pieces within 14 days of delivery for a refund of the item price. You cover return shipping.

   Final sale: Crystal Capsule Grabs, live-sale pulls, and items marked "final sale" or bought on clearance.

   Refunds go back to your original payment method within 5 business days of our receiving the return.

Damaged, defective, or wrong item

If your piece arrives broken, chipped in a way that wasn't shown in the photos, or it's simply not what you ordered, that's on us.

Email nicole@moonstonesandembers.com within 7 days of delivery with your order number and photos of the item and the packaging. We'll send a replacement if we have one, or a full refund including your original shipping. If we need the item back, we'll send you a prepaid label. Please hold on to the box and packing until we've finished sorting it out; the carrier's insurance may require it.

Natural stones have natural quirks: small inclusions, uneven color, tiny surface pits, druzy pockets, and matrix are part of what makes a piece real and are shown as clearly as we can in our photos. Those aren't defects, and we mention them in the listing when they're notable. If you're ever unsure whether something is damage or nature, send us a photo and we'll tell you honestly.

Changed your mind

You can return any regular-priced item within 14 days of the day it was delivered, as long as it's unused and in the condition you received it, with any stand or accessory it came with.

Here's how:

1.     Email nicole@moonstonesandembers.com with your order number and which item you're returning. We'll reply within one business day with the return address and a quick note on packing.

2.     Pack it the way it came to you, wrapped individually and cushioned on all sides. You're responsible for the item until it reaches us, so please use a tracked service and consider insurance for anything over $50.

3.     Once it arrives and we've checked it over, we'll refund the item price to your original payment method within 5 business days. Original shipping charges aren't refunded, and return postage is yours.

Items that arrive back to us damaged because of poor packing can't be refunded, so please take a minute with the bubble wrap.

Final sale items

These can't be returned or exchanged:

   Crystal Capsule Grabs in any quantity. The whole point is the surprise, and every capsule is a real pull from real inventory.

Live-sale pulls and claims made during Instagram, TikTok, or Facebook lives.

Clearance and "Specials" items marked final sale on the product page.

Gi cards.

Final-sale items are still covered for damage in transit; see above.

Exchanges

Because almost everything we sell is a single, one-of-a-kind piece, we don't do direct exchanges. If you'd like something different, return the item under the 14-day policy and place a new order for the piece you want. If you're worried it'll sell before your return arrives, email us and we'll hold it for you for 7 days.

Cancellations

Changed your mind right a er ordering? Email us as soon as you can. If the order hasn't shipped, we'll cancel and refund it in full. Once it's on its way, it falls under the return policy above.

Refund timing

We issue refunds within 5 business days of receiving your return (or, for damage claims, within 5 business days of your email). Your bank or card issuer may take another 3 to 10 business days to post it. If you paid through PayPal, it usually shows up faster. If it's been more than 15 business days and you don't see it, let us know and we'll track it down.

Local pickup orders

Pickup orders follow the same policy. If you notice a problem when you pick up, just tell us on the spot and we'll swap or refund it right there.

A note on how we handle this

We're a small shop. Every return and claim is read by a person, usually the same person who packed your order. If something didn't go right, we genuinely want to know, and we'll do the fair thing. Email nicole@moonstonesandembers.com or use the contact form.