Terms & conditions

Last updated: 3 October 2026 (draft)

These terms apply when you buy from spiritcrystals.com, join Rock Family, subscribe to a Mystery Box or have a reading in The Cave. Please read them before you order. They do not affect your legal rights as a consumer; where we mention those rights, we have tried to explain them simply.

1. Who we are

SpiritCrystals is a trading name of Cryptocrystals Limited, a company registered in England and Wales, company number 12685159, registered office at 167-169 Great Portland Street, 5th Floor, London W1W 5PF. Our VAT number is GB 386292068.

Our shops:

• Derbion: Unit SU117, ground floor, Derbion Shopping Centre, London Road, Derby DE1 2PL
• Highcross: Unit SU9, ground floor, Highcross Shopping Centre, High Street, Leicester LE1 4AN

Contact us by email at support@spiritcrystals.com or by phone or WhatsApp on 07873 972723. If we need to contact you, we will use the email address or phone number you gave us with your order.

2. Ordering and when the contract starts

• You can order online from anywhere we deliver to (see section 7). If you are under 18, please ask a parent or guardian before you order.
• When you place an order, we send an email to say we have received it. This is not yet acceptance.
• The contract between us starts when we email to say your order has been dispatched or is ready to collect. [PLACEHOLDER: confirm which email counts as acceptance.]
• If we cannot accept your order (for example the item has sold out, or there is an obvious pricing mistake), we will tell you and refund anything you have paid in full.
• These terms are for customers buying as consumers. If you are buying for a business, please contact us first.

3. Prices

• Prices are in pounds sterling and include VAT at the current rate.
• Delivery is shown separately at checkout before you pay.
• We check our prices carefully, but mistakes can happen. If the correct price is higher than shown, we will contact you before going ahead and you can cancel for a full refund. If a mistake is obvious (for example a £120 piece showing as £1.20), we do not have to supply it at the wrong price.
• Prices in our shops and online can differ, and online offers may not be available in the shops (and the other way round).

4. Crystals are natural, and every one is different

• Our crystals and minerals are natural. Each one is unique, so the stone you get may differ from the photo in colour, shape, size, pattern and markings. Unless a listing says "the exact piece pictured", our photos show a typical example.
• Natural features such as inclusions, small chips, cracks inside the stone, rough patches and colour zoning are part of the stone's character and are not faults.
• Sizes and weights are approximate.
• If a stone has been treated, dyed, heated or stabilised, or is man-made or reconstituted, we say so in the listing. [PLACEHOLDER: confirm the list of treated or dyed items is in the listings.]
• One-of-a-kind and statement pieces are sold as the exact item pictured. There is only one, so if it sells in a shop before your order is accepted, we will refund you in full.
• Safety. Crystals are not toys. Small stones can be a choking hazard, so keep them away from young children and pets. Do not swallow crystals, and do not put stones in drinking water or make "crystal elixirs" unless you are sure the stone is safe for it: some contain toxic minerals.

5. Deals and offers

The deals below apply automatically in your basket. Unless we say otherwise, they cannot be swapped for cash, may change or end at any time (this will not affect orders already placed), and can be used together with discount codes.

• Satya incense: the price per pack depends on how many packs are in your basket: 1–2 packs £3 each; 3–5 packs £2.20 each; 6–9 packs £1.95 each; 10 or more packs £1.65 each.
• Bracelets: 2 for £10, or 5 for £20, on bracelets marked as part of the deal.
• Pick & Mix tumblestones: buy 3 or more and the cheapest is free; buy 6 or more and the cheapest is free and you get 15% off the rest; buy 10 or more and the cheapest is free and you get 25% off the rest. The optional treasure chest is £4 and is not discounted. A meaning card comes free with each bag. Only tumblestones count towards this deal.
• Free crystal mushroom on orders over £35, while stocks last.
• Free UK delivery on orders over £40.

Thresholds are worked out on the amount you pay for products after deals and discounts, not including delivery or add-on fees. [PLACEHOLDER: confirm.]

Returns and deals. If you return part of a deal, we refund what you actually paid for the items you send back, worked out on the deal you would have had for the items you keep. If a return takes your order below the free-gift threshold, you can keep the free gift.

6. Payment

• We accept debit and credit cards (through WooPayments, provided by Stripe) and Klarna "pay in 3". We may add Apple Pay and Google Pay.
• Card payments are taken when you place your order. Your card details go straight to Stripe and we never see or store them.
• If you choose Klarna, your agreement for the instalments is with Klarna, on Klarna's terms. Klarna may run a credit check.

7. Delivery and click & collect

Delivery. In the UK we send by Royal Mail Tracked 48 (free on orders over £40) or Tracked 24. We also deliver worldwide by tracked international post or courier, priced by destination and weight. The price and service are shown at checkout before you pay. Very heavy items, and pieces such as crystal lighting, are delivered by quote: we weigh and price the parcel and email you before we send it. We aim to dispatch within 1–2 working days, and Royal Mail aims to deliver UK parcels within 1–3 working days after that. These are estimates, not guarantees. If something outside our control (such as postal strikes or severe weather) delays your order, we will let you know and keep the delay as short as we can.

If we have not delivered within 30 days of the contract starting (or by any date we agreed with you), you can cancel and get a full refund.

Made-to-order items (marked "made to order" on the product page, including our crystal lighting) take longer. The expected time is shown on the product page. Crystal lighting is usually ready in 3 to 6 weeks, depending on how busy we are and how complex the piece is; we will confirm the date with you.

Click & collect. Choose Derbion or Highcross at checkout. Orders are usually ready within 2 hours during shop opening hours; please wait for our "ready to collect" email before coming in. Bring your order email (on your phone is fine). We hold orders for 14 days; after that we will contact you, and if we cannot reach you we may cancel the order and refund you.

If you are not in. Royal Mail will leave a card. If a parcel comes back to us because it was not collected or the address was wrong, we will contact you; we may charge for sending it again.

Orders outside the UK. Your country may charge import duty, taxes or a handling fee when the parcel arrives. These are not included in our prices or delivery charge, and the carrier collects them from you. Delivery times abroad depend on the destination and on customs. Please check that crystals and minerals can be imported where you live. [PLACEHOLDER: solicitor to confirm; and whether we refund delivery if a parcel is refused at customs.]

8. Risk and ownership

Your items are our responsibility until they are delivered to the address you gave us (or to a neighbour or safe place you chose), or until you collect them from the shop. They become yours once we have received full payment.

9. Your right to change your mind (cancellation)

You have 14 days to change your mind about an online order, without giving a reason. The 14 days start the day after you (or someone you nominate) receive the goods. If your order arrives in more than one parcel, they start the day after the last parcel arrives.

How to cancel. Tell us clearly before the 14 days end, by email to support@spiritcrystals.com, by WhatsApp on 07873 972723, or using the cancellation form below. You do not have to use the form.

Sending items back. Once you have told us, you then have a further 14 days to send the items back to SpiritCrystals, Unit SU9, ground floor, Highcross Shopping Centre, High Street, Leicester LE1 4AN, or bring them to either of our shops. If you have changed your mind, you pay the cost of sending items back. If an item is faulty, damaged or wrong, we pay (see section 10).

Your refund. We refund the price you paid plus the cost of standard delivery (if you chose a more expensive option, we refund only the standard rate). We refund within 14 days of getting the items back, or of you showing us proof you have sent them, whichever is sooner. We usually do it within 3 days. We refund to the payment method you used.

Condition. You may handle the items as you would in a shop to see what they are like. Please send them back in their original packaging if you still have it, and pack them carefully: crystals can chip in the post. If an item has been used or damaged beyond what was needed to examine it, we may reduce the refund to reflect the loss in value.

Exceptions

The right to change your mind does not apply to:

• items made to your own specification or clearly personalised for you (for example a lighting piece built to the size, design or stones you chose). [PLACEHOLDER: confirm which pieces, if any, are genuinely custom-made to the customer's specification. Items from our standard "made to order" range that anyone can order in the same form are not custom, and the 14-day right still applies to them.]
• sealed items that are not suitable for return for health or hygiene reasons once unsealed, such as earrings and opened incense and sage. [PLACEHOLDER: solicitor to confirm incense and sage fit this exception (owner, 3 Oct: not returnable once opened).]
• a reading in The Cave once it has fully taken place (see section 14).

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: SpiritCrystals, Unit SU9, ground floor, Highcross Shopping Centre, High Street, Leicester LE1 4AN, support@spiritcrystals.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

10. Faulty, damaged or wrong items

We are under a legal duty to supply goods that are as described, of satisfactory quality and fit for purpose. Your rights under the Consumer Rights Act 2015 are, in summary:

• Up to 30 days after delivery: if an item is faulty, damaged or not as described, you can reject it and get a full refund.
• After 30 days (or if you prefer): you can ask for a repair or replacement. If that is not possible, or does not fix the problem, you can have a price reduction or reject the item for a refund.
• Up to 6 months: a fault is assumed to have been there on delivery unless we can show otherwise. After 6 months, you may need to show it was.
• Up to 6 years: you may still have rights if the item has not lasted as long as it reasonably should.

Our crystals are fragile, so please unpack and check your order as soon as it arrives. If anything is broken or wrong, email us photos of the item and the packaging within 48 hours so we can sort it out quickly, and please keep the box and packaging until you are happy. This does not affect your rights above. We pay the cost of returning faulty or wrong items, and we refund delivery in full. Natural features of a stone (see section 4) are not faults.

This is a summary. For full information, visit Citizens Advice at citizensadvice.org.uk or call 0808 223 1133.

Crystal lighting and other electrical items carry CE and/or UKCA marked electrical parts. Ceiling and wired-in fittings must be installed by a qualified electrician. Please follow the instructions that come with the item. The electrical parts of our crystal lighting (LEDs, drivers and wiring) are guaranteed for 12 months from delivery. This is in addition to your legal rights.

11. Rock Family loyalty

Rock Family is our free loyalty scheme, for purchases online and in our shops.

• Stamps. You get 1 stamp for every £10 you spend [PLACEHOLDER: confirm: "in a single order or transaction, after discounts, excluding delivery"]. When you have 4 stamps, you get a free pet rock, sent with your next online order or collected in a shop.
• Mystery Box orders do not earn stamps (each £30+ box includes its own pet rock), but they do count towards your tier.
• Tiers are based on your lifetime spend with us: Bronze from £0, Silver from £75, Gold from £200, Platinum from £500 and Diamond from £1,000. Once you reach a tier, you keep it.
• Birthday gift. If you give us your birthday (day and month only), you get a birthday gift in your birthday week, worth more at higher tiers. Claim it in a shop in your birthday week with valid photo ID, or online by ordering in your birthday week.
• Refunds and cancellations. If you return or cancel something, we take back the stamps and the spend that came from it. If you had already received a reward for those stamps, [PLACEHOLDER: confirm: we deduct it from future stamps / no further action].
• Stamps, tiers and rewards have no cash value, cannot be exchanged for money, and cannot be transferred or combined between members.
• One membership per person. We may cancel a membership and its stamps if it is being misused, for example through fake accounts or fraudulent orders.
• We may change the scheme, its rewards or these rules, or end it, by giving you at least [PLACEHOLDER: e.g. 30 days'] notice by email or on our website. Rewards you have already earned will be honoured for [PLACEHOLDER: e.g. at least 30 days] after notice. If we ever change tiers, we will not move you to a lower tier.

12. Mystery Box subscription

• The Mystery Box is a monthly box of crystals, from £10 a month. You can also buy a single box (sent once) from £15.
• Boxes are picked during full-moon week (the full moon plus or minus 3 days). Any changes to your box, address or payment must be made before pick week starts.
• Contents are a surprise and vary from month to month. Silver members get 1 extra crystal and Gold members 2 extra crystals each month. Medium and Large boxes (£30 and over) include a pet rock and an accessory; Mini and Small boxes include an accessory.
• Billing. You pay for your first box when you sign up, then on the same date each month, using the card you signed up with. If a payment fails, we email you and try again; if it still fails, that month's box is not sent.
• Cancelling. Cancel any time in My Account or by emailing us. Cancel before pick week starts and no further boxes are sent or charged; a box you have already paid for is still sent. There is no minimum term.
• Pausing and skipping. You can skip a month or pause your boxes in My Account or by emailing us, before pick week starts.
• Price changes. We will give you at least [PLACEHOLDER: e.g. 30 days'] notice by email before any price change. You can cancel before it takes effect.
• Your 14-day right to change your mind (section 9) applies to the first box: the 14 days start the day after it arrives. You can cancel future boxes at any time as set out above. Faulty-goods rights (section 10) apply to every box.

13. Gift cards

We do not sell gift cards online at the moment.

14. The Cave readings

• Readings in The Cave are given in our shops by independent mediums and readers, on a walk-in basis: there is no booking, and you pay for your reading in the shop. [PLACEHOLDER: solicitor to confirm whether the reading contract is with SpiritCrystals or with the reader.]

15. Crystal meanings and readings: please read

The properties and meanings we describe for crystals come from tradition, folklore and personal belief. They are not scientifically proven, and they are not medical, psychological, financial or legal advice. Crystals are not a treatment for any illness or condition, and should never replace advice or treatment from a doctor or other qualified professional.

Readings in The Cave are for entertainment and personal guidance only. They are not a substitute for professional advice, and you should not rely on them to make important decisions about your health, money, relationships or legal matters. You are responsible for the choices you make.

16. Our responsibility to you

• If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it was obvious it would happen, or if we both knew it might happen when the contract started.
• We are not responsible for loss or damage that is not foreseeable, or for business losses (such as lost profit or loss of business opportunity), as our products are for domestic and private use.
• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the goods (as summarised in section 10), or for anything else that cannot be limited or excluded by law.
• We are not responsible for delays or failures caused by events outside our reasonable control. If this happens, we will tell you, do what we can to reduce the effect, and you can cancel for a refund of anything you have paid for goods not received.

17. Other important terms

• We may update these terms. The version that applies to your order is the one on our website when you placed it.
• We may transfer our rights and duties under these terms to another business; we will tell you if this happens and it will not reduce your rights. You may only transfer your rights to someone else with our written agreement.
• If a court decides part of these terms is invalid, the rest still applies.
• If we do not enforce our rights straight away, we can still enforce them later.
• No one other than you and us has any rights under this contract.

18. Complaints, governing law and courts

If you are unhappy with anything, please contact us first at support@spiritcrystals.com or on 07873 972723. We aim to reply within 1 working day and to put things right.

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in Scotland, and if you live in Northern Ireland, you can also bring proceedings in Northern Ireland.

Creator terms

These terms apply if you join the SpiritCrystals creator (affiliate) programme. They sit alongside the rest of this page. By applying and accepting a place, you agree to them.

Joining

• Apply using the "Work with us" form. If you are under 18, we need a parent or guardian's permission.
• We review every application and may accept or decline it at our discretion, without having to give a reason.
• You join as an independent creator, not as our employee, agent or partner. You are responsible for your own tax and National Insurance on what you earn.

Your link, code and commission

• We give you a personal link and discount code. Your followers get 10% off with your code [PLACEHOLDER: confirm: on full-price items only / not with other deals].
• Online sales: you earn 10% commission on sales from your link or code.
• The Cave lives: if you host an after-hours live from one of our shops (with a medium available), you earn 15% of the sales made during your live.
• Larger creators may agree a custom rate with us. Any custom rate is only valid if we confirm it in writing (email is fine).
• Commission is worked out on the amount the customer pays for products, after discounts and not including delivery or VAT.
• A sale counts if the customer orders within 30 days of clicking your link, or uses your code. If more than one creator's link is used, the last one clicked gets the sale.
• Commission on orders that are cancelled, returned or refunded is removed. We confirm commission once the 14-day return period has passed [PLACEHOLDER: confirm].
• You do not earn commission on your own orders, or orders by your household, unless we agree otherwise.

Payouts

• We pay by bank transfer each month once your confirmed commission reaches £100. Below that, it rolls over to the next month.
• We pay on the last day of each month.
• If the programme ends or you leave, we pay any confirmed commission over [PLACEHOLDER: £X or "any amount"] within [PLACEHOLDER: e.g. 30 days].

Advertising rules (ASA and CAP Code)

The law and the UK advertising rules require you to be upfront when you are paid or earn commission. You must:

• clearly label every post, story, video or live that features us as an ad, using "#ad" or "Ad" at the start, where people will see it before they engage (not hidden among other hashtags or below the "more" cut-off);
• not make health or medical claims, such as saying a crystal cures, treats or prevents any illness or condition, or replaces medical treatment. You can talk about what crystals traditionally mean to people, or what they mean to you, as belief;
• not make false or misleading claims about our products, prices or deals;
• not bid on "SpiritCrystals" or similar terms in paid search ads, post your code on coupon or voucher sites, or use spam, fake reviews or paid-for clicks;
• follow the rules of the platform you post on;
• not post anything offensive, hateful or illegal alongside our brand.

Our brand and your content

• You may use our name, logo and product photos only to promote us, and only as we provide them.
• You keep ownership of your content. You give us permission to reshare and repost the content you make about us on our own website, social media and emails, crediting you, [PLACEHOLDER: confirm whether paid ads using creator content need separate agreement].
• In-shop lives must follow our staff's instructions and the shopping centre's rules. Customers and staff who do not want to be filmed must not be shown.

Ending the partnership

• You can leave at any time by telling us.
• We can end your partnership at any time, with or without a reason. If we end it because you broke these terms (for example, unlabelled ads, health claims or fraud), we do not have to pay commission on the affected sales.
• We may change these creator terms, commission rates or the programme by giving you at least [PLACEHOLDER: e.g. 14 days'] notice by email. Changes do not affect commission you have already earned.

Your information

We use your application and partner details as explained in our privacy policy.