Shipping policy

Shipping destinations

We ship worldwide, including Australia. Minimum order: 0.5 kg per crystal for kilo products, or 1 piece for products sold by the piece. Shipping rates and delivery estimates vary by destination and total weight. Applicable shipping rates are calculated and shown at checkout. Destinations without published shipping rates require a shipping quote before payment. Shipments over 20 kg require a live manual shipping quote.

Shipping origin

Orders are shipped from China. The inspection arrangements for each order are stated in its order confirmation.

Order preparation and inspection

Preparation timing depends on your order, quantity, customization, inspection and buyer approval. We provide an estimated schedule before payment and update you if it changes.

You can pay for the goods and shipping through Shopify checkout or, as applicable, via the payment link in a Shopify draft-order invoice. We purchase the goods after payment. Within 1 working day after payment, we send you photos or videos of the actual items in your order. You may change any item or cancel your order before dispatch for a full refund. We dispatch only after you confirm the actual-item photos or videos. We dispatch within 2 working days after your confirmation. Working days are Monday to Friday, Beijing time, excluding Chinese public holidays.

Estimated transit time

For shipments to the United States and the EU (27 member states), transit usually takes 7–15 working days after dispatch. Transit timing depends on destination, carrier, service level, customs processing and local delivery conditions. Delivery dates are estimates and cannot be guaranteed.

Shipping method, cost and customs

Shipping for orders of 0.5–20 kg is calculated at checkout by destination and package weight. For shipments over 20 kg, request a live shipping quote. No 15% shipping buffer is added at checkout.

Separately quoted shipping

Shipping is based on the weight you bought. If we pack up to 5% extra weight, we never charge for the extra goods or the extra shipping.

For destinations and shipments outside the fixed-rate services above, we provide a separate shipping quote. The buffer and shipping adjustment rules below apply only to this separately quoted shipping. Cancellation before dispatch is covered by the full-refund terms below.

For this separately quoted shipping, the written quote shows the item price, estimated carrier shipping, a refundable buffer of approximately 15% of that estimate, and one initial order total payable together. The quotation shows the exact estimated shipping amount, buffer and total prepaid shipping. The route is confirmed in writing before payment. Import duties and taxes are paid by the buyer. Responsibility for customs documents is stated in the written quote or order confirmation.

After packing and weighing the order, we confirm the carrier charge for the agreed service and compare it with the total prepaid shipping. If the charge is lower, we refund the entire difference to the original payment method, including any unused buffer. The buffer is not a separate service fee.

If the confirmed charge exceeds the prepaid shipping, we first offer a less expensive or slower alternative route where available and explain any changes to the service or estimated transit time. We will not change routes without your agreement. Any remaining top-up requires your express written agreement and payment before shipment; it is never charged automatically. If no cheaper route is available, we explain this before you decide whether to accept a top-up or cancel.

Changes and cancellation before dispatch

You may change any item or cancel your order before dispatch for a full refund. This right applies to all orders, including personal-use and business purchases.

If you decline the shipping top-up and no alternative route is agreed, we cancel the unshipped order.

Personal-use purchases, including EU consumer orders: we refund all amounts paid for the cancelled order to the original payment method, including the goods, prepaid shipping and any taxes collected by us. No procurement-cost deduction applies to this cancellation.

Business purchases (B2B): if you cancel before dispatch, we refund all amounts paid for the cancelled order to the original payment method, including the goods, prepaid shipping and any taxes collected by us. No procurement or customisation costs are deducted.

The personal-use or business classification depends on the actual purpose of the purchase, not quantity alone. This section applies to cancellation before dispatch; it does not replace the rules for returns after delivery. Applicable statutory rights and remedies remain unaffected.

Address changes and delivery issues

Please provide complete and accurate delivery details. Contact us before dispatch if an address change is required. Report a delayed or lost shipment promptly so we can review the available carrier records and next steps. Send us a photo within 1 working day of delivery and we refund or replace the broken pieces.

Questions

For shipping questions, contact sales@lunecrystal.com or use our contact form.