Raw Stone sends all parcels via Australia Post and take the utmost care and attention when shipping your items.
We ship all packages using recycled, biodegradable packaging OR recycled packaging - this includes bubble wrap, newspaper ect.
It is your responsibility to ensure that your correct postal address has been supplied to us. Please contact us immediately if you find you have not supplied the correct address. Raw Stone cannot be held liable for any parcel that is posted to the address given by you and later found to be incorrect.
If your parcel is redirected back to us due to incomplete or incorrect details supplied by you, you will be notified via email. It is the customers responsibility to pay subsequent postage costs to repost your parcel.
Your order will be shipped via Australia Post from our HQ in Queensland, Australia. Please allow up to 4 business days for you order to be shipped.
Flat Rate - $12 (express) - 1 to 3 business days
Our pieces are quality controlled checked and packaged to the best of our ability to ensure safe arrival. Due to the nature of some crystals, a small amount of fall out is common - this is impossible to avoid (we include information if the piece is fragile on the listing)
Unfortunately, we have no control over how Australia Post handles your parcel. While we package each piece for safe arrival, in some occasions chips, scratches and broken pieces can occur during the shipment process. If your package is treated poorly while on its way to you. Raw Stone takes no responsibility for damage incurred during the shipment process (if this is the case we will do our best to assist you in a care lodgement with Australia Post). By shopping with us, you agree to this statement.
If damage occurs during transit please contact us via Instagram or email (email@example.com) within 12 hours of receiving.
At this time Raw Stone only ships within Australia and New Zealand
Raw Stone does is not responsible for any custom fees.
TRACKING + MISSING PARCELS:
Your order can be tracked via here. You will receive an email including your tracking number once your order has dispatched and is on its way to you.
Should your parcel take longer than normal to arrive or go missing in transit we will do our best to assist you however we cannot acquire anymore information than you as the addresse.
Delivery timings are subject to Australia Post and shipping provider services. Raw Stone cannot assume responsibility for any delays or missing parcels by postage providers.
REFUND / CANCELLATION POLICY:
Crystals and minerals are NATURAL objects and are unique in pattern and crystalline composure; therefore no two crystals or stones will ever be the same.
Please be aware as natural objects their appearance can vary from the images shown depending on lighting and may contain small natural fractures and pits.
Returns and exchanges are not accepted based on crystal characteristics.
We do not offer refunds or exchanges on books, tarot or oracle decks and jewellery. Please think carefully before ordering.
Raw Stone does NOT give refunds or exchanges for change of mind.
If you would like to cancel your order, you MUST contact us within 12 hours of placing your order. Unfortunately if your parcel has already shipped and left our HQ, we are unable to cancel the order.
Any returns MUST be finalised with Raw Stone and assessed on an individual bases.
Any returns must be organised by customer
Raw Stone will not be made liable for the shipping costs and/or shipping materials
Additional information will be supplied if appropriate.
Raw Stone has the right to refuse a refund, store credit or return and by shopping with us you are agreeing to this statement.