Shipping + Return Policy

Shipping Policy

Handling: All orders will be shipped within 7 days of purchase.
All orders are shipped from China, no shipments are made on Saturdays, Sundays, and Chinese National Holidays. Sometimes, depending on the availability of gemstones, orders may take longer. We will leave you a message if this happens with your order.
All orders are shipped via DHL, FedEx, UPS, TNT, China Post, USPS, RoyalMail, Canada Post, etc., depending on the weight of the product. Also, all orders must be sent to a physical address, please do not use a PO Box as the delivery address.

Return and Exchange Policy

All crystals are natural minerals, each made up of beautiful unique patterns and crystals; therefore, each of our crystals is one-of-a-kind. Please note that as natural items, they may look different than shown in the pictures and may contain small cracks and pits. The crystals themselves may have inclusions and beautiful markings. Our designs and crystal cuts are intended to show the beauty of the crystal structure, not to look like glass. We do not accept returns or exchanges due to crystal characteristics or if the customer changes their mind. Please note that our products are all hand cut, so it is impossible to achieve “perfection”.

Return the goods

We have a 7-day return policy, which means you have 7 days to request a return after receiving your item. To be eligible for a return, your item must be in the same condition as you received it, unopened or unused, with tags and in its original packaging, before you inspect it before returning it. You will also need your receipt or proof of purchase.
To initiate a return request, please contact us at hlitao9999@gmail.com.
If your return is accepted, you must send it back to us within 7 days of receiving it. We will send you a return label and instructions on how and where to send the package. Items returned without requesting a return first will not be accepted.
For items eligible for a refund, you will receive a refund within 7-10 days of returning it as long as the item is in new and original condition.

Refunds are only paid through PayPal. After we release the payment, it may take some time for each payment platform to process. Please contact your payment platform for specific timelines. We will send you a message when the refund is processed.
If you have any return issues, you can contact us at any time via hlitao9999@gmail.com.

Damage and problems

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or received in error so we can assess the problem and correct it.

Exceptions/Non-Returnable Items

Certain types of merchandise cannot be returned, such as unpackaged items, customized products (such as special orders or personalized items), and personal care items (such as crystal gua sha boards and massage sticks). We also do not accept returns on hazardous materials, flammable liquids, or gases. If you have any questions or concerns about your specific item, please contact us.
Unfortunately, we do not accept returns on sale items or gift cards

Exchange

Our exchange policy is valid for 7 days and applies to non-crystal products only. To be eligible for an exchange, the product you return must be unused, in the same condition as when you received it, and in its original packaging. We are not responsible for broken or damaged merchandise returned. All exchanges will be issued as a credit note, which you can redeem in our online store. stellarisle will not cover return shipping costs if you change your mind about returning or exchanging an item.

Refund

Once we have received and inspected your return, we will notify you and let you know if your refund has been approved.
If the returned item is damaged or lost on the way back to us, the buyer is responsible for the loss.
If the refund is approved, you will automatically receive it in your original form of payment. Keep in mind that it will take some time for your bank or credit card company to process and post the refund as well.