Shipping & Returns
We will aim to have your order sent to you within 24 hours. You will receive an email confirmation once it ships. Please then allow for standard Australia Post delivery times. Delays may occur around Christmas, Easter and public holidays.
If your order is for an item that you have requested that is not in stock (via Special Requests on our website), and we have confirmed we can obtain it, your goods will be sent to you as soon as we possibly can, but there will be a delay while it is being sent to us from our supplier. We will aim to have your item sent to you within 4 business days, and you will receive an email confirmation once it has been sent. Please then allow for standard Australia Post delivery times. Delays may occur around Christmas, Easter and public holidays.
For international orders, please allow 2-4 weeks for air mail delivery (on rare occasions, international delivery can take up to 6 weeks). International customers will be responsible for any import duties, taxes or any other import related costs.
Please note that that there are limitations on all courier networks and some remote delivery addresses will not be serviced door-to-door. In these cases, the couriers will deliver to a local depot or Australia Post office and the customer will be contacted to collect from there.
Crystal Ocean offers free delivery anywhere in Australia on all jewellery items. Other goods ordered online will incur a freight charge, but we will keep this as low as possible. International orders will be charged freight, which will be shown at the time of placing order.
Other items have delivery fees displayed and you will have to pay these charges as indicated in your shopping cart.
International Orders & Shipping Rates
We are happy to accept international orders. As soon as your order is despatched, you will be notified by email. International shipments take 2-4 weeks for delivery from the date of despatch, but allow up to six weeks. Customers will be responsible for any import duties, taxes or any other import related costs.
Please note that all items with free shipping in Australia will incur a delivery fee for international delivery.
Problems with your Order
We want you have the best online shopping experience, so if you have any problems with your order, please contact our online customer service team by phone or e-mail.
PH: 03 5634 2869 (Australia Only) during the hours of 9.00 a.m. to 5:00pm AEST
Email: firstname.lastname@example.org (Australia & International)
Damaged Deliveries or Incorrect Supply
Crystal Ocean will rectify any products delivered damaged or faulty, or errors in supply. You must contact our support team on email@example.com to request a Return Authority before returning product. Once this has been done, please return any damaged or incorrectly supplied goods in the original packaging. We will authorise return to a Reply Paid address. Please note that any returns received unsolicited will be returned to customer at their cost.
Please include a copy of the invoice or packing slip that accompanied your order. If you are unable to provide a copy of the invoice or packing slip, include a note containing your name, address, order number, contact phone number, and reason for return.
You will be notified by email when your return is received. We will repair or replace damaged goods when possible; otherwise we will issue a full refund for the value of the damaged item(s).
Contacting Customer Service
When you contact Customer Service by phone or e-mail, please provide the following information so we can assist you as quickly as possible
- Your Name
- Date your order was placed, if applicable
- Your Sales Order Reference Number, if available
- Your Tracking Number, if available
- Brief description of the problem you are experiencing
If you e-mail us, we will investigate your enquiry and get back to you as soon as possible.
If you call us, you will either speak directly to customer service or you will be able to leave a voice mail. If you leave a voicemail, we will investigate your enquiry and we will get back to you as soon as possible.