The Crystal Rock Store

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Customer Feedback

  • "Excellent service. I'm over the moon! I have been looking for good quality aragonite crystals for so long without any luck until I found the crystal rock store! They are just amazing. As for the echinoid fossils, im speechless. Thank you so much, you have changed my world. Great quality and superfast service, I feel I have made a friend. Truly inspirational!"

- James Clark



Weight and Size Conversion

  • How do I convert cm to inches?
  • Divide the cm figure by 2.5 (eg. 20 cm/2.5 = 8 inches)
  •  
  • How do I convert kilos (Kg) to pounds (lbs)?
  • Multiply the Kg figure by 2.2 (eg. 3.2 Kg x 2.2 = 7.04 lbs)
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Common Queries/Problems


Ordering


Delivery Information


Returns/Refunds


Account Management

How long will it take you to answer my email?

We endeavour to respond to any emails we have been sent within 24 hours. Due to the large volume of emails we receive on a daily basis, a response may sometimes take a little longer to come back to you but we do answer any emails we receive as soon as possible. Please rest assured that we read every single email we receive.

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Why haven't I received my order confirmation/dispatch emails?

Whenever you place an order with us, a confirmation email is sent to you with details of the order you have made. As soon as your order is processed and dispatched, a second confirmation email is sent to you indicating that your order is now in its way to you. If you have not received these emails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam mail and see if your confirmation emails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation emails not reaching you, either because of server issues or problems in transit. If in doubt as to the status of your order, try logging in to your account and looking at your present order by clicking on 'View current/previous orders'.

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How do I place an order?

We endeavour to make the ordering process as simple as possible for you. To order a product, you must first click on the item you are interested in purchasing and a page with information detailing the specifications of the product will be displayed, along with price and weight details. Click the 'Add To Cart' button to add the product to your shopping cart.  Your shopping cart allows you to safely keep your items held waiting for you while you continue browsing for other products to add. Whenever you add an order to your cart you will be taken directly over to the cart, which will display a listing of the products you have chosen and a total price before any shipping costs have been added. You may also change the quantity of any item if you require more than one of anything in particular. You can access your shopping cart at any time by clicking on the 'My Cart' text or on the shopping trolley picture, on the upper right-hand side of the website.  When you have finished adding all of the items you wish to buy to your shopping cart, you may click on the 'Proceed to Checkout' button to begin the submission of your order. You will be greeted with where you can either checkout as a guest (express checkout)  or register with us so that we will remember you when you return.  Please ensure that you verify the information you supply in the relevant fields, and always check that the details you are submitting are correct. If you are a Registered Member you may log in from this page.  Click on continue to move on to the next stage, the 'Billing Information' page.  Again please make sure all the information submitted is correct you can also chose if you would like your order shipped to an address other than the billing address on this page.  Clicking on continue to move on to the "Shipping Information" page.

Your order will now be with us, ready to be processed!

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What is my 'Shopping Cart' and how do I use it?

Think of your shopping cart as an online version of a real shopping cart that you would use whenever you go to the store to buy groceries.  Just like a real shopping cart, you can add items, remove them and change the quantity of each item if you want more than one (only available for certain items). To add an item to your shopping cart simply click on 'Add To Cart' and you will be taken immediately to your cart. Here you can make adjustments to any products you may have chosen, and can remove any that you added by mistake. You can then either checkout or continue shopping. If you want to access your shopping cart without adding a product, simply click on the 'My Cart' text or the picture of the shopping trolley in the top right hand side of the website.

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What payment methods are available?

We offer two online payment methods to suit our customers. You can chose to pay for your goods securely online by using your PayPal account or if you do not have an account with PayPal, we accept payment by Credit/Debit card. All card transactions are handled by our secure payment service provider, Sage Pay. We know how important online security is and you can rest assured, as Sage Pay's security is second to none. If you would like to find out more information please visit their website: www.sagepay.com.  Should wish to pay Cheque, Postal Order or Bank Draft, please contact us via email: sales@thecrystalrockstore.com.

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I have placed an order using a cheque / postal order / money order / bank transfer. What next?
 

When you send us a cheque, postal order or bank draft, your order will be shipped as soon as your payment has cleared our bank account. We will send you an email confirmation when your payment is received and another email will be sent to you when your order is shipped.

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Can I make a payment in cash?
 

Regrettably, we do not accept cash as a form of payment as it is not a recommend means of payment due to the possibility of your payment being stolen or lost in the post. We advise customers considering making a cash payment to purchase postal orders instead. This is a much safer way of sending us payment, and is readily available to anybody who doesn't have a bank account but still wants to order goods from our website.

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How secure are my credit card details?

Our online card payments are handled by Sage Pay.  All transaction information passed between merchant sites and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing we pass to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. More information can be found at: www.sagepay.com

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Can I view the price of items in a different currency?

Yes! We are happy to provide for customers who are from overseas countries, and who are perhaps more comfortable viewing the prices of products in their own currency. If you wish to change the currency so that the site will display it for you on every product, click on either the Pound, Euro of US Dollar symbol at the top of every page, left of the main tabs. You may do this at any time of the section and ordering process. When you select the currency desired, the page will refresh and all prices will now be displayed in that currency.

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What will appear on my credit card statement?

Your credit card statement will display the name 'Crystal Rock, Fossil and Minerals’.

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How do I know if you have received my order?

As soon as you place your order you will receive an order confirmation email at the email address you specified. This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order. You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you.

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How long will it take to process my order?

The length of time an order takes to be processed is dependant on how your details pass through our system. Whenever a customer places a Credit/Debit card order, the card information is rigorously checked to ensure maximum security and prevent potential credit card fraud. Your bank will may require security checks to validate your purchase. If all of the details are correctly matched and verified, your order will be processed as soon as possible. If there are any issues, a member of staff may be required to look into the situation and may contact you to verify some details.  If you have paid by Cheque, Postal Order or Bank Transfer, your order can only be processed on the same day as your payment has cleared our bank account.

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Can I cancel my order?

Providing you contact us before your order is dispatched and ideally as soon as possible after placing the order, you should be able to cancel your order without a problem.  To do this, email: sales@thecrystalrockstore.com and let us know your order number.  If the order is still being processed, we will cancel the order for you. If it has already been dispatched there is nothing we can do. You may refer to our returns policy for the next stage.

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I think I may have been charged too much for my order. Why is this?

If you think you may have been charged more than you expected, it is more than likely because we take all of our payments in GBP.  This means that, in most cases, the amount specified on your bank statement is correct but is simply in your own currency, not United Kingdom currency.  For this reason, we ask that all our overseas customers please convert the amount showing on their bank statement into GBP and see if the amount is correct.  If it is not correct and you still feel there is an issue, please contact us and we will be happy to look into the matter further.

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What delivery methods are available?

thecrystalrockstore.com has a range of shipping methods to suit both our national and international customers. These vary in cost and delivery time.  We advise customers to take a look at our Shipping Information page, this page contains a breakdown of our shipping methods and how long each will take to deliver the product to you.

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How long will it take to receive my order?

The time it takes for our customers to receive an order depends entirely on their location, the shipping method chosen and the date the order was made.  We advise customers to take a look at our Delivery & Returns page, this contains a breakdown of our shipping methods and how long each will take to deliver the product to you.  Please be aware that the stated delivery times, although often accurate, do vary depending on delays within the postal system.  Any delays that occur during transit are entirely down to the postal service in charge of delivering the parcel.

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My order has not arrived, what should I do?

If your order is slightly delayed, you can email us for assistance at sales@thecrystalrockstore.com, however, to save time, please refer to our Delivery & Returns page to check our delivery guidelines.

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Can I track my package?

Items send via standard International Airmail cannot be tracked. If items are sent via International Signed For Delivery or Recorded delivery, we will be able to supply a tracking number for your package.  Please note that this is usually an expensive way of sending items.  However, if this delivery method is chosen, the tracking number will be sent in a confirmation email as soon as your order is dispatched and on its way to you.  If you have chosen a delivery method that does not feature tracking, this will not be available. If, for some reason, you did not receive a confirmation email when your order is dispatched but would still like to track your parcel, simply email us with your order number and a member of staff will supply you with the tracking number.

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How is my order packaged?

All of our orders are well packaged to minimise the disk of damage in transit. They will either be in a mail lite cushioned envelope or in a cardboard box, depending on the size of your order.

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I think my package is lost, what can I do?

Compensation is available on most delivery methods, with the exception of Standard International Mail. If you feel that your package has been lost in the postal system, please contact us and one of our customer support advisors will help you work with the courier that was transporting your package to deal with the matter further.

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Can I return an item that I am not satisfied with for a refund/exchange?

We realise the importance of holding a crystal and examining it in person before deciding if it is the right crystal for you, therefore we have a no quibble returns policy. If for any reason you are not satisfied with your purchase, notify us via email within 14 days, stating your reasons.  We will refund your payment when we receive the goods back.  Please note your refund will be for the price of the goods only, we are unable to refund the postage charge.

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What can I do if I have received a faulty/damaged product?

In the highly unlikely event that an item sent to you is found to be faulty or damaged, you may send it back to us for a refund or replacement.  Notification of damaged or wrongly shipped goods must be made via email to: sales@thecrystalrockstore.com, within 14 days of delivery.  Any claim made outside of 14 days will not be accepted.  Your refund will be processed once the goods have been returned and examined by a member of staff.

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Can I exchange the item I have received for something else?

If you would like to exchange your items for different products in our range, you may do so within 14 days of receiving them, please notify us by email at: sales@thecrystalrockstore.com.  Items returned must be in a new and unused condition.  Please detail which items you would like as replacements.  We will charge your card for the cost of sending these replacements out to you, as well as any extra balance that your updated order may incur.  Please note that our return policy also applies.

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I can't login to my account, what do I do?

The first suggestion would be for you to delete your browser cookies and cache.  We find that this resolves 99% of login problems instantly.  In Internet Explorer, you would simply need to click on 'Tools > Internet Options' and on the window that appears, click on the 'Delete Cookies' button to delete the cookies from your computer and 'Delete Files' to clear the browser's cache.  Now when you try and log in, everything should work fine.  If you're still having problems, please email us for our assistance and we will look into this further.

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What are the benefits of registering an account?

By becoming a member you will be able to save your shopping carts, track orders, submit feedback, receive email reminders to tell you when an item comes into stock and all manner of other handy features designed to make your visit to thecrystalrockstore.com easier, faster and just altogether more enjoyable.

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What can I do if I forget my password?

If you have forgotten your password and need to retrieve it, simply click on the 'Forgot your password?' link in the 'Member Login' box. This will display a page with a box in which you need to enter the email address you registered your account with.  Once this is done, click on the 'Reset Password' button and an email containing your new password and an activation link will be sent to you.  When you receive this email, click on the activation link to activate your new password.  You can then log back into your account and change your password to something more memorable by looking in the 'Change your account details' section of your account.

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Can I change my personal details?

You can change some of your account details at any time.  To do so, log in to your account and click on 'Change account details'.  Here you can specify a new email address, change name and country details, and select whether or not you want to be included on the thecrystalrockstore.com Mailing List.  You can also turn off or turn on newsletter delivery, and can also alter your username and password combination.

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Can I change my newsletter subscription settings?

Yes and you can do this by logging into your account and clicking on 'Change my account details'.  This page allows you to change a number of details on your account.

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Can I track my order status via my account?

Yes, you can check on the status of your order or orders by logging in to your account and clicking on the 'View current/previous orders' link.  You will then see a page entitled 'Order History', and a listing of your present and past orders with their status is displayed.  You can click on the order number of any particular order listed to see a listing of the products you ordered.

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