Shipping & Returns Policy
Last updated: 9 September 2026
At Crystalló, we take care in preparing, packing and sending every order.
This policy explains where we ship, how orders are dispatched, what to expect if an item is on back order, and what to do if something goes wrong with your order.
Nothing in this policy limits any rights you may have under the Australian Consumer Law.
Where We Ship
Crystalló currently ships within Australia only.
We do not currently offer international shipping.
Shipping Costs
Shipping costs are calculated at checkout based on your order, destination and the available delivery service.
The applicable shipping cost will be shown before you complete your purchase.
Order Processing & Dispatch
In-stock items are generally prepared and dispatched within 2–5 business days after payment is confirmed.
We often aim to dispatch sooner, but this timeframe allows for busy periods, market days and the small-batch nature of our business.
Back-order items may require approximately 2–3 weeks before dispatch, depending on our production schedule, batching and product or ingredient availability.
Where a product is available on back order, we will endeavour to make this clear when ordering.
If an unexpected delay is likely to extend significantly beyond the timeframe advised when you placed your order, we will contact you.
Business days exclude weekends and Queensland public holidays.
Orders Containing Back-Order Items
If your order contains both in-stock and back-order items, we will generally hold the order and dispatch everything together once the back-order item is available.
This helps keep shipping costs reasonable and avoids charging you for multiple deliveries.
If you would prefer the available items to be dispatched separately, please contact us at hello@crystallo.store. Where separate shipping can be arranged, additional shipping charges may apply.
Delivery & Tracking
Orders sent using Australia Post Parcel Post or Express Post include tracking.
Tracking details will be provided once your order has been dispatched.
Delivery timeframes provided at checkout or by the delivery carrier are estimates and are separate from Crystalló’s processing and dispatch times.
Occasional delays may occur after an order leaves us that are outside our reasonable control.
Heat-Sensitive Products
Our balms, lotions and other heat-sensitive products are sent using Express delivery to minimise the amount of time they spend in transit and reduce their exposure to high temperatures.
If your order contains both heat-sensitive and other products, the entire order will generally be sent using Express delivery.
Please collect heat-sensitive deliveries promptly where possible and avoid leaving parcels in hot locations, such as a mailbox, vehicle or exposed doorstep.
Natural balms and lotions can soften temporarily when exposed to heat. Some softening does not necessarily mean that a product is spoiled or unsafe to use.
If a product arrives significantly melted or otherwise appears to have been damaged by heat during transit, please contact us as soon as reasonably possible and provide photographs where possible. We will assess the situation and work with you to provide an appropriate resolution.
Local Pickup
Free local pickup may be available for customers in the Gladstone area.
If you select or arrange local pickup, we will contact you when your order is ready and provide the pickup location and any relevant collection details.
Please wait until your order is confirmed as ready before attending for collection.
For privacy and security reasons, our local pickup address is not published on our website.
If you would like to enquire about local pickup before placing an order, please contact us at hello@crystallo.store.
Delayed or Missing Deliveries
If your order has not arrived within the expected delivery timeframe, please contact us at hello@crystallo.store.
We will check the delivery status and, where appropriate, raise an enquiry with the delivery provider.
If a parcel is confirmed as lost in transit, we will work with you to provide an appropriate resolution.
Damaged or Incorrect Orders
We take care when preparing and packing every order, but if a product arrives damaged or you receive an incorrect item, please contact us as soon as reasonably possible at hello@crystallo.store.
Please include your order number and, where possible, photographs of the product and its packaging. This helps us understand what has happened and resolve the issue promptly.
Depending on the circumstances, the appropriate resolution may include a replacement, refund or another remedy available under the Australian Consumer Law.
Embedded Crystal Damage
Some Crystalló products contain a natural crystal.
Occasionally, damage to an embedded crystal may not become apparent until the product has been used and the crystal becomes exposed.
If the crystal in a soap becomes cracked, chipped, broken or develops a sharp or rough edge, discontinue use and remove the crystal before continuing to use the remaining soap.
Please contact us if you believe the crystal was damaged before or during delivery or became exposed in a damaged condition. Where possible, please provide photographs so we can assess what has happened.
The fact that the soap has already been partially used does not prevent you from contacting us about a potentially damaged crystal.
For further information about crystal safety, please refer to the safety information provided with the product and our Terms & Conditions.
Change-of-Mind Returns
Due to the personal-use and hygiene nature of our soaps, balms, lotions and skincare products, Crystalló does not generally accept returns or exchanges simply because you have changed your mind.
This includes situations where a product has been opened or used, or where personal preferences such as fragrance, texture or appearance differ from what you expected, provided the product is otherwise as described and meets applicable consumer guarantees.
In exceptional circumstances, we may choose to consider the return of an unopened, unused product in its original condition.
Any such return is at Crystalló’s discretion and does not create a general entitlement to change-of-mind returns. Please contact us before returning anything to us. Products returned without prior arrangement may not be accepted.
Where a discretionary change-of-mind return is agreed, the customer may be responsible for the cost of returning the product.
Faulty Products & Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product is faulty, unsafe, significantly damaged, incorrectly supplied, not as described or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy.
Depending on the nature of the problem and your rights under the Australian Consumer Law, this may include a repair where appropriate, replacement, refund or other remedy.
Our change-of-mind policy does not limit these rights.
If you believe there is a problem with one of our products, please contact us at hello@crystallo.store with your order details and, where possible, photographs showing the issue.
Return Shipping
Please contact us before returning a product so we can determine the appropriate next step and, where necessary, provide return instructions.
Where a product is returned because of a fault or other failure covered by the Australian Consumer Law, Crystalló will meet reasonable return costs where required by law.
Where we agree to a discretionary change-of-mind return, return postage will generally be the customer’s responsibility.
Incorrect Delivery Address & Returned Parcels
Please check your delivery address carefully when placing your order.
If you notice an error after ordering, contact us at hello@crystallo.store as soon as possible.
If your order has not yet been dispatched, we will make reasonable efforts to correct the address.
Once an order has been dispatched, we may not be able to redirect or recover it.
If a parcel is returned to us because an incorrect or incomplete address was provided, or because the parcel was not collected from the delivery provider, additional postage may be payable before the order is sent again.
This does not apply where the delivery problem was caused by an error on our part or where otherwise required by law.
Purchases Made at Markets
If you purchase a Crystalló product from us directly at a market and subsequently discover that there is a genuine problem with the product, please contact us at hello@crystallo.store.
Our obligations under the Australian Consumer Law apply regardless of whether an eligible product was purchased through our website or directly from us at a market.
Contact Us
If you have a question about shipping, delivery or a return, please contact:
Crystalló
Queensland, Australia
hello@crystallo.store