Last updated: 14 August 2026
At Celestia Crystals, we carefully package every order to ensure that your items reach you safely and securely.
This Shipping & Delivery Policy explains how we process, dispatch and deliver orders placed through our website.
1. Order processing
We aim to process and dispatch orders as quickly as possible.
Orders are normally dispatched within 2-3 working days of receiving your order. During busy periods, such as sales, Christmas or new product launches, dispatch may take slightly longer.
Once your order has been dispatched, you will receive a confirmation email containing your tracking information where tracking is available.
Please ensure that your delivery address is correct when placing your order. We cannot be responsible for delays or additional costs caused by an incorrect or incomplete address.
2. UK Delivery
Orders being delivered within the UK are sent using Evri or Royal Mail.
Available delivery options and prices will be displayed at checkout.
Delivery times are estimates and are not guaranteed. Once your order has been handed to the delivery service, delays caused by the courier, adverse weather, industrial action or other circumstances outside our control may occur.
Where tracking is available, you can use the tracking information provided with your dispatch confirmation to follow your parcel.
3. International delivery
International orders are sent using Royal Mail International DDP (Delivered Duty Paid) where this service is available.
We use a DDP service to make international delivery as straightforward as possible for our customers. Where DDP applies, applicable customs duties and taxes are handled as part of the delivery service rather than being collected from you by the delivery company on arrival.
International delivery times vary depending on the destination and are estimates rather than guarantees.
Please be aware that international deliveries may occasionally be delayed by customs processing, local postal services or circumstances outside our control.
We do not currently ship to countries inside the European Union, this is due to the GSPR and PPWR rules.
4. Delivery charges
Shipping costs are calculated and displayed at checkout before you complete your purchase. We also offer express delivery within the UK, this does not change the order processing time however.
Delivery charges may vary depending on:
-
The destination of the order
-
The size and weight of the parcel
-
The delivery service selected
-
Whether the order is domestic or international
Any applicable delivery charge will be clearly shown before payment is taken.
5. Tracking
Where a tracked delivery service is used, tracking information will be provided once your order has been dispatched.
Please allow some time for tracking information to become active after your parcel has been collected by the delivery service.
If tracking shows that your parcel has been delivered but you have not received it, please check around your property and with neighbours where appropriate before contacting us.
If you are still unable to locate your parcel, please contact us and we will advise you on the next steps.
6. Delayed deliveries
Although we aim to ensure that orders arrive within the estimated delivery period, delivery dates cannot always be guaranteed.
If your order has not arrived within the period set out by the carrier (usually between 15 and 25 days) after the expected delivery date, please contact us so that we can investigate the delivery with the relevant courier.
We may need to allow the courier's appropriate investigation period to pass before a parcel can be considered lost and a replacement or refund arranged.
7. Lost or damaged parcels
We take care when packaging every order.
If your parcel arrives damaged, please contact us as soon as possible and provide photographs of the packaging and the damaged item. This will help us investigate the issue with the delivery service.
If your parcel appears to have been lost in transit, please contact us so that we can investigate this with the courier.
We will work with the relevant delivery service to resolve genuine delivery issues and, where appropriate, arrange a replacement or refund in accordance with your consumer rights.
8. Incorrect delivery addresses
Please check your delivery address carefully before completing your order.
If you realise that you have entered an incorrect address, contact us as soon as possible. We will do our best to amend the address before the order is dispatched, but we cannot guarantee that changes will be possible after an order has been processed.
We cannot be responsible for orders that are delayed or delivered incorrectly because an incorrect or incomplete address was supplied.
9. International orders and customs
International customers are responsible for ensuring that the products they order can legally be imported into their country.
Although we use Royal Mail's DDP service for international deliveries where available, customs procedures and import requirements can vary between countries.
If additional information is requested by customs or local authorities, you may need to provide it to ensure delivery can be completed.
We cannot be held responsible for delays caused by customs authorities or restrictions imposed by the destination country.
10. Delivery restrictions
Some products may be subject to delivery restrictions depending on the destination country or the requirements of our delivery providers.
If we are unable to fulfil an international order because of delivery restrictions, we will contact you and, where appropriate, arrange a refund.
11. Contact Us
If you have any questions about delivery, tracking or an order that has not arrived, please contact us:
Celestia Crystals GB
Email: celestiacrystals@outlook.com
Please include your order number when contacting us about an existing order so that we can assist you as quickly as possible.