Frequently Asked Questions

Customers have 7 days after delivery to request a refund/return for items damaged in transit. Certain products do not qualify for refund/return, such as virtual items, custom products, and discounted or sale items. Please read our Refund Policy for full information by visiting this link.

Current processing times may take up to 10 business days after purchase, not including observed holidays. This excludes custom work and digital items. All items include tracking: You will receive an email with your tracking number when your item is processed and when it is delivered. Please read our Shipping Policy for full information by viewing this link.

Yes! Our shop is available for worldwide shipping. The only country we currently do not accept orders to is France. Until further notice, any orders placed to France will be automatically cancelled & refunded. We apologize for any inconvenience this may cause!

I know it can be frustrating that overseas shipping costs can be more expensive, and we're working to find out if there is any way to decrease it. However, at this time we do not have control over the cost. When you input your shipping address, prices are quoted directly from the carrier based on your location and items in your cart. To read our Shipping Policy with full information, please click this link.

Unfortunately, we’re unable to modify your order once it's been received. If you need to order a greater quantity or an additional product, please place a new order online.

If you would like to remove something from your order, please email us within 24 hours of placing your order and we may be able to issue a cancellation for individual products (not the entire order).

We cannot guarentee that we will be able to adjust items in your cart (such as sizes, colors, or types) after placing your order if you email us this information. If you placed an order with incorrect details (like size), we recommend placing a new order with your preferred customizations and then emailing us with a request to cancel the previous order. If you don't do this, other customers may purchase the items you're looking for and at that point, we will not be able to issue any forms of compensation or modification. 

Order Confirmations are automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at frankiescrystals@gmail.com just in case there’s a problem with your order/email. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Yes! Be the first to know when an item restocks by visiting the product page and clicking "Email When Available". As soon as it restocks, you will receive an email notification. You can also subscribe to our Newsletter to find out about updates, promotions, and exclusive discounts (featured at bottom of this page).

I am so sorry that you're experiencing delays in delivery. If you are experiencing longer than expected delivery times, we highly suggest filing a claim with your postal provider (i.e., USPS, UPS, DHL). Once we process and ship your package, we are unable to take responsibility for extended delivery times.

Unfortunately, in the rare occation that packages are lost by the Postal Service, we are unable to offer refunds, returns, or exchanges. Items marked as ‘delivered’ via the tracking link are automatically ineligible for return, refund, or exchange unless the items are severely damaged. Customer acknowledges that packages and orders are out of the responsibility of Frankie’s Crystals once shipped. Items taking longer than expected delivery times, Customs issues, delivery issues, or insufficient addresses will not be compensated for.

Please review our Refund Policy and Shipping Policy that all customers agree to prior to placing an order with us.

There are a few reasons that your order may have been cancelled. In any case, we will always email you with both a confirmation of the cancellation and with explicit reasons for why this occurred. 

Incorrect Address/Payment

If there seems to be an issue with your order, we may have cancelled it. Sometimes, customers might have inputted an incorrect address upon checkout. We are unable to purchase shipping labels for incorrect addresses. Other times, your form of payment may have been declined or flagged. We are unable to process or fulfill orders without receiving payment for it. In both of these cases, we will send the customer an email explaining any issues with a request to respond and correct the problem within 24-48 hours. If the allotted timeframe has passed without receiving a response from you, we may have cancelled your order.

Right to refuse service

As noted in our Refund Policy and Terms of Service agreements, we reserve the right to refuse service to any customer based on our sole discretion. If you have violated any of the guidelines listed below or in our Policies, your order may have been canceled.

We have a ZERO tolerance policy for any and all forms of aggressive behavior. This includes, but is not limited to: violence, threats, aggressive messages/emails, bullying, cyberbullying, insulting, swearing, requesting impossible demands, or refusal to accept our policies/processes/timeframes. This applies to behavior directed at the Frankie's Crystals Team, other customers, or other people entirely, such as social media aggression that comes to our attention.

If a customer has shown any related behavior as stated above, the customer will be blocked from purchasing from our Site. Any attempt to purchase items from the Site will result in immediate cancellation and refund of items. If a customer shows any related aggressive behavior after placing an order but before shipment, we still reserve the right to refuse service, cancel the order, and refund the entire order.

Please refrain from showing any aggressive, threatening, or violent behavior to avoid any complications or being blocked from our customer list. Our team highly prioritizes compassionate and conflict-free interactions and any other behaviors will NOT be tolerated.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via frankiescrystals@gmail.com with the images and your order number. We’ll respond within 48 hours. Please read full information about damaged items by clicking this link.

If you just don’t like the product for any reason, please email frankiescrystals@gmail.com with your concerns. Please be aware of our Return Policy that customers agree to upon checkout and note that we are not obligated to offer compensation for items in normal condition. Additionally, customers acknowledge that our products are natural minerals from the Earth, so shape, size, color, or style may vary greatly. Images in product listings are provided to show examples, but each item is completely unique.

If you would like to purchase a return shipping label, please email frankiescrystals@gmail.com with all details. We will take everything into consideration and potentially accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached. Please note, these situations are up to our sole discretion, in line with our Refund Policy.

Great question! Maintaining sustainability and environmentally friendly practices is a core value at Frankie's Crystals Co. Please read more about our shipping and sourcing practices below.

Conscious Sourcing:

You may be wondering, what does "consciously-sourced" really mean? It is common for crystal sellers to use the term "ethically sourced," but we choose to term it conscious rather than ethical because, in truth, there may be no such thing as a genuinely ethical sourcing method for gemstones. We don't make blind statements about our sourcing or brand and take sustainability as a serious value at Frankie's Crystals Co. We do our best to ensure our sources are as ethically and environmentally friendly as possible when it comes to mining, pay and labor of workers, as well as shipping methods. We are constantly questioning our sources and striving to do better, be better, and live better.

Packaging:

We try to use as many environmentally-friendly packaging supplies as possible. With the fragile nature of our products, we are not always able to do this as much as we want to. Sometimes we must use things like bubble wrap, polymailers, or packing peanuts to ensure your items travel safely in transit. However, we aim to combat this by reusing all bubble wrap that we receive from supplier shipments and using biodegradable packing peanuts when possible. We are continuing to look into more environmentally-friendly options that suit the needs of our products without drastically increasing the prices you pay for shipping. 

Our earrings are made with sterling silver plated hoops, our necklaces are made with stainless steel chain, and our rings are silver-plated. These are considered nickel free and hypoallergenic, but manufacturers can unfortunately label their products as nickel free with trace amounts still present (according to USA Standards) - so PLEASE keep this in mind if you have sensitive skin and test the product on your skin before attempting longer wear! Metals may tarnish or oxidize with moisture, but this has never been reported to us by customers and is very rare.

Any products made with alternative metals will be stated explicitly in the item description. Some higher priced pieces are made with 100% sterling silver and this will be noted in the specific item's description.

There are a variety of reasons that people may use or purchase crystals for!

Some people believe in the healing properties of crystals and use them for spiritual or metaphysical purposes. Other people may think they're just pretty (which they are, of course!) and use them for decor/jewelry.

Using crystals is a major aspect of many world religions and spiritual beliefs, but it is not a closed practice, meaning anyone can use them for any reason! If you share our beliefs of the healing and powerful nature of crystals, that is great! We discuss each stone's healing properties in depth at each product listing and often in our Blog. If you don't believe that crystals carry healing energies, that is perfectly okay too. Maybe you just want a cool looking bracelet or a Crystal Coaster set - who doesn't?!

There is no right or wrong way to enter the crystal community - do whatever feels best for you!

Frankie's Crystals is a judgment-free safe space for ALL, regardless of sexual orientation, race, ethnicity, nationality, religious affiliation, gender or gender expression, disability, age, class, or size.

We stand with the LGBTQ+ community, Black Lives Matter, and Women's Rights movements with pride and solidarity.

We are committed to creating a space where everyone and anyone can find affordable products and access information about alternative healing.

Frankie's Crystals does not condone any behaviors that are harmful to others physically, emotionally, or spiritually. This includes, but is not limited to: hate speech, bullying, racism, sexism, classism, homophobia, ableism, and all forms of discrimination. 

Thank you for contacting us with your questions or concerns!

Our response time for emails and chat boxes is within 48 hours, during normal business days (Monday-Friday). We cannot guarentee that we will see or respond to private messages sent on social media. The most reliable way to contact us is through email.

Send us an email to frankiescrystals@gmail.com or directly via our Contact Page.

We have run into some unfortunate difficulties with our support email address not accepting or sending emails to certain customers. While we work on fixing this, be sure to email us directly at frankiescrystals@gmail.com or directly through our Contact page, which is sure to be delivered!

Email addresses that are no longer in use:

support@frankiescrystals.com

info@frankiescrystals.com

sales@frankiescrystals.com