Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return for a store credit. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@krystalane.com.au. Please note that returns will need to be sent to the following address: PO Box 4386, Baldivis, WA, 6171, AUS.

The customer is responsible for the return shipping.  Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@krystalane.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned such as crystal packets opened, started or completed canvas or used crystals. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items, items purchased at wholesale price or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return to Sender Packages/Undelivered Packages

If your package is returned to the sender due to an undelivered package, the customer is responsible for any additional shipping. If you wish to cancel your order a store credit minus the shipping will be given to you.

Store Credit
We will notify you once we’ve received and inspected your return, and let you know if the return for store credit was approved or not.

If approved, you’ll be sent a store credit equal to the total of the returned goods (not shipping) via a store gift card. Gift Cards are active for 1 year.

If you have any further questions, please contact us at hello@krystalane.com.au

Flagged Fraudulent Orders

Krystal Lane will not accept any orders that get flagged as fraudulent. Your order will be cancelled and refunded immediately.