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FAQs

PLEASE NOTE THAT WE ARE CURRENTLY REBUILDING THIS SITE…

WE KNOW MOST THINGS ARE NOT WORKING – PLEASE ACCEPT OUR APOLOGIES AND GET SOME OF OUR AWESOME CONTENT THAT WE ARE MAKING AVAILABLE VIA DOWNLOAD UNTIL WE GET BACK UP AND RUNNING. WE STILL HAVE LOTS OF CRYSTAL HERE – PLEASE ASK IF YOU NEED SOMETHING AND ILL DO MY BEST TO HELP

 

So these FAQs are not applicable at this time – when this sign goes – read on!

How do I place an order?

Making purchases with us is easy. Just browse our crystal catalogue and when you find something you want, click on it and you will see a more detailed description of it. Click ‘ADD to Shopping Cart’, under the photos on the right and repeat the process until you finish adding everything you want. If you are buying something where there is more than one piece available, you can change the quantity and hit ‘recalculate’ and the total will change to reflect the total number of pieces you would like. From there click ‘Proceed to Checkout’ and fill out your details so that we can process your order. Placing your order automatically reserves your selected pieces just for you!

There are 2 ways to order

  1. Click “proceed to checkout“, provide your details, and pay securely online. All postage and handling is calculated for you, and our system will mark your items as reserved, so no one else can buy them.
  2. You may phone your order through on +61 2 8091 2627 if you wish to place the order by phone. Please take international time zones into account if phoning from outside of Australia.

What does reserved mean?

As 90% of what you see on this site are unique pieces, when you see a red ‘Reserved sign under the photos on any page, it means that someone else has already placed an order for that piece. It means that if the piece is unique (ie we describe it as ‘this crystal’ or ‘this pendant’) then it is no longer available to purchase. If it is for a multiple listing (ie you see more than one piece, or the letters A, B, C and ‘please let us know which piece you would like when you order’), then someone else has first selection in place or taken them all. If you see the red ‘Reserved’ sign on a multiple listing – we will relist them if any are left, please feel free to email us via the contact us page (we get too much spam if we list our email here – *sigh*) and ask if there are any of them available and if there are we can put one aside for you.

I don’t have a credit card – how can I pay?

For Australian Customers 
Aside from accepting Credit Card (Master and Visa) payments, we also accept payments via Direct Deposit (we will give you our bank details upon request), Money Order, Paypal, Bank Cheque or Personal Cheque. Please note – your crystals will only be posted once Cheques have been cleared and Money Orders received.

For International customers 
We really can only accept Credit Card payments offline and process them here or via PayPal. You can pay immediately when you place your order or once we have received your order we will send you a Paypal invoice for your order, including all postage costs. If you are comfortable sending concealed cash, then we will also accept cash, however the risk is entirely yours.

I don’t want to give my credit card details online – how can I make a purchase using a credit card?

You may phone your credit card details through on +61 2 6684 4817 if you wish to pay for your order without placing your details over the internet and we will process your card offline. Please take international time zones into account if phoning from outside of Australia.

Do you accept lay-by?

No, we do not accept lay-by.

Do you sell wholesale?

No, we don’t sell traditional wholesale, as we do not buy in bulk. We select through suppliers stock to bring you the best pieces and prefer to pay more for 3 great pieces then buy 20 pieces and get a great price with 17 pieces that aren’t of the high standards and quality we desire. In this case we would still have to sell them on and that is not how we do business. We even choose 90% of our tumbled stones by hand, without bulk buying, to bring you the best pieces.

If you are a reseller with a business and an ABN and still would like wholesale knowing this, please email for further details contact us

How do you ship my order?

Postage within Australia
All orders will be posted via Australia Post. Orders will be sent as your choice of Registered/ Insured Post or Express post. It costs only a small amount for the peace of mind of knowing we can track your precious treasures should there be no card left for you in the mail box. It does happen and its sooo much easier to find with a tracking number. Post costs are determined by packaged weight and size and are the actual costs charged by Australia Post.

Postage to Overseas
All orders will be posted via Australia Post. All orders are sent by Airmail. Insurance is additional and optional. Post costs are determined by packaged weight and size and are the actual costs charged by Australia Post. Insurance is based on value – up to $100 is $9.60 then you add $2.50 for each additional $100. This amount is also the actual cost and subject to change by Australia post, but as you checkout you will see the actual cost before you complete your order.

We will pack and ship your order within 24 hours of receiving confirmation of your payment.

I cant see what I want on your site – do you have it?

In the event that a specimen you are looking for is not listed on our site, you are most welcome to contact us with details on the item and we will do our best to source and provide you with that which you seek. We generally have a few hundred pieces waiting to be photographed and loaded on the site at any given time, so we might just have what you want right here.

Will you pack my order safely?

Yes, we are diligent packers; insurance is more for loss of your parcel, but also for damage in transit. At That Crystal Site, we understand your concerns for the safe arrival of your crystals and minerals. Each piece is individually wrapped in bubble wrap, to protect them from being bumped against each other. Depending on their size and weight they are packed into a padded envelope or boxed with polystyrene (Environmental equivalents made from rice) bubbles or shredded paper to provide protection from movement while being transported. We recycle all our packaging.

Insurance is for peace of mind, as it is far better to pay a small additional fee and receive your parcel, then should it go missing and have lost the entire order plus you money. We can track insured post should it go missing and if it can’t be found you get your money back. Also in the rare instance of damage, you get reimbursed for the cost of the piece damaged.

My order arrived damaged, what do I do?

Please contact us immediately to discuss. If your order was insured can we make a claim, please contact us and keep original shipping box / packaging as it is required to claim insurance. We will give you the contact number to make a claim, as only the receiver can make a claim on damaged goods.

My order hasn’t arrived, what do I do?

Please contact us within the expected delivery time, if its normally 3 days to you, then please don’t wait a week… its unnecessary anxiety for you. All our parcels are sent with a tracking number via registered post or express post which we email to you so you can track it too. We can track it for you – it only appears in online tracking once it lands in your state, please be patient. If its not there after a normal amount of time, just call or email us and we will chase it up for you. It is usually that no card has not been left in your post box for you to know that there is mail for you (it does happen sometimes).

What is Paypal and why do you use it?

Paypal is a third party payment company, like a bank, created by ebay for paying with your credit card or bank account. We use Paypal for many reasons; firstly there are no set-up charges, monthly charges, or gateway fees while providing the industry’s most-advanced encryption and fraud prevention technology. This saves you money by saving us money.

Paypal is secure, quick and the easiest way to make and receive payments locally and internationally. Paypal never shares your account information with anyone else, not even us, so your card details are always safe, so much so that it is used by millions of people all over the world.

How do I use Paypal?

As you complete your order you will see 2 options, click on ‘Pay using Paypal’, And you will be taken to a Paypal window where you fill in your details and pay with your credit card or bank account. You will be sent a transaction receipt to the email address you listed and we get confirmation of your payment and then post out your order.

  Or

We will send you a Paypal invoice for your order, including all postage costs via Paypal. Payments will be in Australian dollars if you purchase through the site and can be in US Dollars if we invoice you. Just open your invoice, check your order, complete your details as requested and press ‘Pay Now’ and we are sent instant notification of your payment and then will post your order out.

I have never bought on line before without holding a piece in my hand, what happens if I don’t like it?

For your peace of mind, we offer a 100% no-questions-asked guarantee. We guarantee you will be satisfied with your purchase and you will receive the exact item shown on our site… No substitutions. Please notify us promptly by e-mail if you are going to return a crystal for any reason.

If you don’t like the crystal, you have a ‘2 week’ return privilege. Once we receive the returned crystal in the condition it was sent, we’ll give you a full refund (excluding any postage costs incurred in the transaction). If a returned crystal doesn’t reach us within 2 weeks from the time you receive it, we will assume that you love and intend to keep your treasures and the transaction will become final. We have a longer return period for our International customers wishing to return crystals, depending on their location.

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