Refund policy

30-Day Return & Exchange

At Terraflow UK, we want you to love your crystal as much as we loved creating it in our London studio. However, we kindly ask that you shop mindfully.

As a small business, all of our pieces are hand-crafted to order. "Buy to try" habits significantly affect our ability to operate sustainably. We encourage you to reach out with any questions about sizing or materials before purchasing—we are always happy to help you find the perfect match.

Our 30-Day Guarantee

We offer a 30-day return policy, giving you ample time to ensure your piece is right for you.

To be eligible for a return:

Items must be unused, unworn, and in their original packaging.
You must contact us within 30 days of receiving your order.
Return postage is the customer’s responsibility (unless the item is faulty).

How to Start a Return

Request: Email us at orders@terraflow-uk.com with your order number.
Authorization: Once approved, we will provide you with our UK return address and detailed instructions.
Ship: We recommend using a tracked service (such as Royal Mail Tracked). Please retain your proof of postage until we confirm receipt.

Damages & Issues

Please inspect your jewellery upon delivery. If your item is faulty, damaged, or incorrect, contact us immediately at orders@terraflow-uk.com. We will arrange a replacement or a full refund at no extra cost to you.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item. This ensures your replacement piece is reserved and dispatched as quickly as possible.

Sizing Support

We understand how important the right fit is for a healing crystal. If your bracelet arrives and the size isn’t quite right, please get in touch—we’re happy to help with adjustments or resizing where possible to ensure your piece feels just right.

Refund Timelines

Once we have received and inspected your return, we will notify you via email. Approved refunds will be processed via your original payment method. Please allow 3–5 working days for the funds to appear in your account, depending on your bank or card issuer.