FREE SHIPPING ON ALL ORDERS!

FAQ

Returns

If you wish to return an item please refer to our full returns policy and request a return by emailing us at hello@elixirstones.com

Shipping

All shipping is free and it always will be. Please read the product description for individual shipping times.

CHRISTMAS CUT OFF FOR THE LAST DELIVERIES IS DECEMBER 2ND. Unfortunately, we can't guarantee delivery by Christmas for orders placed after December 2nd.

Due to the Covid-19, there are delays to standard delivery times. Unless stated in the product description please expect up to 20 - 40 days for delivery.

We offer a number of different shipping times and methods per product. Once your order is shipped you will receive a tracking number and be able to track your order via our tracking page here. 

Pre-order Items

If you have ordered items on pre-order they will take up to 60 days for delivery. Items currently in stock will be dispatched separately.

Global Delivery

We ship worldwide on most products. Please refer to the individual product description for shipping times. If your country is not on the list at check out please email us and we can help you further.

Arrival of orders

If you have ordered multiple items they may arrive separately as they are coming from different warehouses. If there is more than a 2 week gap between items being delivered please reach out to us us via our email and we can follow up on your order.

Returns Policy

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:

  • Custom or personalised orders.

  • Intimate items including earrings (for health/hygiene reasons)

  • Items on sale or in conjunction with marketplace discount codes.

  • We cannot accept returns or exchanges for made to order items.

Delays

We will make every effort to deliver goods within the estimated time scales; however delays are occasionally inevitable due to unforeseen factors. We are under no liability for delay or failure to deliver the products within estimated time scales. Please order in plenty of time.

Missing Items

In the unusual event of your order not arriving, we will of course offer a full refund. Your order will be deemed lost in transit after 60 Australian working days have passed (80 days for the rest of the world). If your order arrives within this time, you are required to return it before a refund will be processed.

Postage

Return postage will only be refunded in the case of damaged, or faulty items. Please include the receipt for the return delivery charge within the package or scan and email us a copy.

Condition

Please note we can only accept the return of items in an unused and saleable condition, exactly how they were received. Unless the items are being returned due to damage, fault or receipt of items not ordered.

Returns

We require a receipt of the returned items before we will process a refund.

Please get proof of postage when you return your item, as we are in no way responsible for items not arriving back with us.

We do not cover return postage costs unless the items is faulty, damaged or not ordered.

Refunds

Refunds will only be processed when one of these conditions is met:

a) The item has been returned to us and received in a saleable condition.

b) a damaged or faulty item has been returned to us and received.

c) a missing item has not arrived with you, the customer, and 60 Australian working days have passed [80 days rest of the world]

Please note – we do not refund delivery on orders that have not arrived by a specific date. Always order in plenty of time.

Damaged or faulty goods

We always require any damaged or faulty goods back before we can process a refund. Please take pictures of any damage and email these to us, we can then notify you of next steps.

This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

No Frills Approach

Elixir Stones take a no-frills approach. We use eco packaging where we can and often send items unboxed. This approach is how we keep our prices low and ensure we can keep shipping free. We don’t use fancy packaging or sugar coat products to ensure that we keep prices affordable.