Shipping policy

My Gem Closet is a trading name of Belonging Homeware Limited, a small UK business run by Yanting. Every crystal is cleansed and packed by hand before dispatch.

What this policy covers

This policy applies to physical items bought on mygemcloset.co.uk, such as collector crystals and custom bracelets. Online healing sessions, readings and the Crystal Concierge are delivered digitally and are not shipped.

Processing time

  • Collector pieces and other ready-made items: usually dispatched within 1–2 working days of payment.
  • Custom Energy Bracelets: usually created and dispatched within 2–3 working days after payment and your complete personalisation details.

Working days are Monday to Friday, excluding UK bank holidays. Post Office closures can occasionally delay dispatch. If I am travelling, any change to processing times will be shown on the website before you order. Dispatch time is separate from delivery time.

Delivery options and costs

Shipping is calculated at checkout before you pay, based on your address and the option you choose.
Royal Mail or Parcelforce is normally used. If you need a faster service, please contact me before ordering so I can confirm availability and any additional cost. Depending on the destination and parcel, an agreed upgrade may use UPS, DHL or, for European destinations, DPD.

Standard shipping for currently available physical products:

  • UK: £4.95, with free shipping available on orders of £200 or more.
  • Europe: £20, with free shipping available on orders of £500 or more. Destinations: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.
  • Rest of world: £25, with free shipping available on orders of £500 or more. Destinations: Australia, Canada, Cyprus, Hong Kong SAR, Israel, Japan, Malaysia, New Zealand, Singapore, South Korea, United Arab Emirates and United States.

If your country is not listed, please contact me before ordering.

Available destinations and the applicable charge are shown at checkout before payment. An agreed faster service may cost extra. These charges do not promise a fixed arrival date; delivery estimates can be affected by local holidays and customs processing.

International taxes and customs

Import VAT, duties and carrier handling charges depend on the destination, order value and shipping service.

For orders delivered to the United States, my website is currently set up to estimate and collect import charges at checkout. These estimates are shown before payment. I arrange prepaid delivery where the selected carrier service supports it. If I collect an amount specifically to prepay import charges but cannot use it for that purpose, I will refund that amount and explain any charges you may need to pay directly. Please contact me before paying a further demand for a charge already collected by us, so I can help check it.

For other destinations, please do not assume import charges are included in the product price or shipping. For some eligible standard Royal Mail parcels, I may arrange prepayment or cover additional clearance charges; this depends on the destination, parcel value and service and will be confirmed for your order. Express upgrades and higher-value parcels may have different arrangements. Any import charges not explicitly confirmed as prepaid or covered are payable by the recipient. Please contact me before ordering if you need the arrangements confirmed.

This policy covers purchases on mygemcloset.co.uk. Tax collected by a marketplace such as Etsy applies only to that marketplace order, not to purchases from this website.

If you wish to cancel or a parcel is refused and returned, please contact me. Any refund and any lawful deduction will be assessed according to your cancellation rights and the circumstances. Refusing delivery does not replace telling me you wish to cancel. No automatic platform-fee or packaging-fee deduction applies to a statutory cancellation.

Tracking

All physical parcels are sent with tracking. Tracking details will be provided once your parcel is dispatched.

Valuable pieces

Postal compensation or insurance cover depends on the carrier, service, parcel and value of the item. Extra cover may be arranged for valuable or large pieces. Please contact me before ordering if you would like the available cover and any additional cost confirmed for your chosen piece.

If something arrives damaged or does not arrive

Your order is my responsibility until you, or a person you nominate, receives it. Postal compensation or insurance does not limit your statutory rights.

If an item arrives damaged, please email home@mygemcloset.co.uk as soon as possible with your order number and, where possible, photographs of the item and packaging. Please keep the packaging while I help resolve the issue. If your parcel has not arrived by the estimated delivery date shown in its tracking, please contact me so I can investigate with the carrier.

I will discuss the appropriate next steps with you, including a replacement where available or a refund, in accordance with your statutory rights. Please contact me before returning a damaged item so I can provide the return arrangements; I will cover the cost of returning a damaged or incorrect item. A request for photographs or prompt contact does not remove your statutory rights.

Address details

Please check your address at checkout and contact me promptly if it needs correcting. If a parcel is returned because the address provided was incorrect or incomplete, I will contact you to discuss redelivery and confirm any proposed additional charge before arranging it.

Questions

Email home@mygemcloset.co.uk and include your order number.

Returns and cancellations are covered in our Refund Policy.