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Returns & Exchanges

Customer Care

We want you to feel completely at peace with your purchase. Every crystal that leaves our sanctuary is cleansed, blessed, and sent with intention. If something isn't right, we're here to make it right.

1. Our Sacred Return Promise

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We offer a 14-day return window from the date of delivery. We call it our "Sacred Return Promise" because every crystal deserves to find its rightful home. If your piece doesn't resonate with you, you may return it under the following conditions:

  • The item is unused and undamaged, in its original condition

  • All original packaging, tags, and authenticity cards are included

  • You provide proof of purchase (order number or receipt)

Please note: crystals are natural products, and slight variations in colour, size, and texture are normal characteristics that make each piece unique. These natural differences do not constitute a defect.

2. The Energy Cleansing Promise

At Muddycosy, every crystal is cleansed and blessed before it reaches you. If you choose to return an item, we honour that crystal's journey by performing a full energetic cleansing and re-attunement ceremony before it returns to our collection.

This practice ensures that every piece that leaves our sanctuary carries only the purest, most loving energy for its next guardian. Returned crystals will be rested for a full lunar cycle before being offered again.

3. Non-Returnable Items

The following items cannot be returned for reasons of hygiene, energetic integrity, or their bespoke nature:

  • Custom or personalised orders (custom-sized bracelets, engraved pieces, bespoke crystal grids, pieces created for your specific energy profile)

  • Earrings and body jewellery (for hygiene and safety reasons, once packaging is opened)

  • Items marked "Final Sale" or purchased during clearance events

  • Gift cards

  • Crystals that have been intentionally cleansed or attuned specifically for you as part of a personalisation service

4. How to Return

1. Contact Us

Email hello@muddycosy.co.uk within 14 days with your order number

2. Receive Label

We email you a prepaid return label (UK orders only)

3. Pack & Send

Securely pack the item and drop it off using the label provided

4. Refund

We inspect, cleanse the crystal, and process your refund within 5-7 days

5. Return Shipping

For UK orders: We provide a prepaid return label at no cost to you. Simply print the label we email you and drop off your parcel at any designated collection point.

For international orders: Return shipping is the customer's responsibility. We recommend using a tracked service. Original international shipping fees are non-refundable unless the item is faulty.

6. Damaged, Defective, or Incorrect Items

We take great care in packing every order, but if your item arrives damaged, defective, or you receive the wrong piece, please contact us within 48 hours of delivery:

  • Email hello@muddycosy.co.uk with your order number and clear photographs of the issue

  • We will arrange a replacement, exchange, or full refund — whichever you prefer

  • Return shipping for faulty items is covered by us, including international orders

7. Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are processed to your original payment method within 5-7 business days. Please allow additional processing time for your bank or card issuer to post the refund to your account.

If you paid via a payment plan (e.g., Klarna), your refund will be processed according to that provider's terms.

8. Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order. This ensures the fastest processing and guarantees availability of your preferred piece.

Need Help?

For any return-related questions, please contact us at hello@muddycosy.co.uk. We typically respond within 1 business day.

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