FAQs

About Crystal Passion
Where are you based?

We are based in Melbourne – a beautiful city that was rated as one of the world’s most liveable cities. In the year 2020, this vibrant lovely city is known to have the most COVID19 cases in Australia and we are now fighting the virus spread.

Who are you?

My name is Cathy.

I have too many hobbies too little time.

I love wildlife (obsessed with Koalas), I love nature (can’t get enough of Wilson’s Promontory), I love snowboarding (never been the person who sits on the run doing nothing), I love surfing (a newbie who had only one summer of trialing before the lockdown), I love diving (prepared to go where life takes me), I love travelling (where are you taking me 2020?!), I love rocks (you can’t tell, can you?) and I love words!

Products
Can I see close up photos or videos of your products?

Absolutely! Simply follow us on Instagram @Crystal.Passion and get in touch.

How do I purchase something that appears on your Instagram page but not on your website?

Send us a message via Instagram! Generally speaking, products you see on our Instagram page are available unless they are marked SOLD. Often we have something similar available, why not send us a DM and we will do our best to work something out for you!

Is your jewellery hand made by you?

Almost! A few bracelets are not made by me, those are specified in the product descriptions. All copper, silver and gold filled pedants and rings are made by me.

Do you take custom orders for your jewellery?

We try not to because expectations are hard to meet. If we have the stone that you love, here’s what we can do:

  • Rings – customisation is limited to size and material only. Currently we only offer wirewrapping styles.
  • Pendants – we will show you a 50% mockup for your approval, once approved, customisation is accepted only if a 50% deposit for the item is paid.
How long does it take for a custom order jewellery piece to be finished?

It depends on the design, generally speaking 3 to 5 business days from acceptance of mockup. We will tell you how long it will take once you have accepted your order.

Do you charge extra for custom orders?

No, I don’t. Not at the moment anyway.

Custom orders are accepted based on mutual agreement, if I’m happy to take on the order, I will not charge extra to do that.

What materials or metal do you use for your jewellery making?

We use Copper, Argentium Silver, Sterling Silver and 12k or 14k Gold Filled.

Shipping & Packaging
Do you ship internationally?

At the moment we only ship within Australia and New Zealand. We are always happy to help, get in touch with us via email hello@crystalpassion.com.au or message us via Instagram, we will do our best to assist.

How much does shipping cost?

Australian orders:

We offer free shipping for orders over $100 and $10 flat rate shipping applies to orders under $100.

 

New Zealand orders:

We offer free shipping for orders over $200 and $20 flat rate shipping applies to order under $200.

How long would that take for me to receive my order?

We ship 3 times a week using Australia Post. Once your order is dispatched, we will provide you with a tracking number so you can keep track of your goodies.

Standard postal timeframe applies, during COVID 19 there is a delay in parcel delivery nation wide, we thank you for your kind patience and understanding.

What if I haven't received my parcel?

Oh no! Has that been 10 business days? Once we hand your parcel to Australia Post, it’s outside of our control. We hate losing parcels and we will do everything we can to help you lodge an enquiry with Australia Post.

Get in touch with us via hello@crystalpassion.com.au or DM us via Instagram @Crystal.Passion we will do everything we can to help you through the process with Australia Post.

What if I receive my goods damaged?

Oh we hate that!

Take a photo, get in touch with us by email hello@crystalpassion.com.au or via Instagram @Crystal.Passion we will communicate with you to work out the best solution for you.

Every piece of crystal or jewellery is unique, it’s likely that we cannot replace the exact same item for you but we will find the best solution for you.

Do you use plastic free packaging?

We are grateful that Mama Earth has been giving us these precious gifts and we are proud to say that we do not purchase packaging material that is not recyclable or biodegradable/compostable.

However, in order to minimise wastage, we do RECYCLE packaging material that we receive from our suppliers. That may include mailing boxes, bubble wrap and void fill material.

If you prefer to not have plastic in your order, leave us a note and we will do our best to fulfil your requirement while making sure your order gets to you safe and sound.

Refund and Exchange
Do you offer a refund?

We comply with The Competition and Consumer Act 2010.

This means we do not offer refund for change of mind.

Do you offer an exchange?

This is assessed on a case by case basis.

Every piece of crystal and item of jewellery is unique, it’s likely that we cannot replace the exact item that you purchased. Your exchange will be a similar item or items to the same value.