Orders & Delivery
Can I cancel or amend my order?
We begin processing orders very quickly, so while we'll always do our best to help, we can't guarantee changes or cancellations once an order has been placed if fulfilment has already begun. If you need to amend your order or cancel please contact us as soon as possible.
My order hasn't arrived yet
If your order is taking longer than expected, please check your tracking information first. We also recommend checking with neighbours or any safe places your parcel may have been left. If you're still unable to locate your parcel, please get in touch after the relevant checks and we'll be happy to help.
My tracking hasn't updated
Royal Mail tracking can occasionally take a little while to update, particularly during busy periods. If there has been no movement after a reasonable amount of time, please contact us and we'll investigate for you. Please do not panic, if we conclude your order is lost you will receive a refund or replacement. Please be kind to staff members, these things can happen and whilst it is not ourselves responsible for lost parcels, we will always replace or refund parcels we conclude to be lost.
I've received the wrong item.
We're so sorry about that, these things happen, let us rectify this for you. Please contact us with your order number and a photo of the item you have received and we'll resolve
this as quickly as possible.
When will an item be back in stock?
We work hard to restock our most-loved pieces as quickly as possible. Our products are handcrafted and take a huge amount of time to create. We only restock once we've sourced crystals that meet our quality standards. We recommend signing up to our newsletter or back-in-stock notifications to be notified as soon as
they're available. Our launches are extremely busy so be ready to purchase the day the product goes live.
Note that we operate on a strict no spam policy and you will tend to receive around 3 emails per month from us with with useful information on restocks and launches.
Can I reserve an item?
Unfortunately, we're unable to reserve items due to the popularity of our products.
If an item is out of stock, we recommend signing up to our newsletter so you'll be among the first to know when it's available again as we send out restock letters to our mailing list. You should also click the 'Notify me when available' button on the product listing to be sent an email when the product is restocked so you are first to know.
Do you have a shop or can I collect my order?
We don't have a physical shop and do not offer collections. All of our products are available exclusively through our website and are carefully packed and dispatched from our warehouse.
Do you ship internationally?
Yes, we ship to many countries worldwide. Shipping costs and delivery times vary depending on your location and will be calculated at checkout.
Please note that we currently do not ship to the EU, but are in the process of the lengthy set up to be able to do. (We can't wait!) Customers are responsible for duties as our fair profit margins are purely not big enough to cover this so please calculate these so you are prepared, we know it will be worth it and you'll love your order.
US parcels tend to receive very little customs duty, if any.
For more information, please see our Shipping Policy. ->
Returns & Refunds
How do I return an item?
Please refer to our Refund Policy for full details prior to contacting us. If your item is eligible for return, simply follow the instructions provided and include your name,
order number and what you would like to come from the return e.g - refund, exchange or store credit and we will accommodate you.
Can I exchange an item?
Yes, provided your item meets the conditions outlined in our Refund Policy.
Can I return earrings?
For hygiene reasons, earrings cannot be returned. Please understand that this is for reasons that it would be unhygienic to take a product back that could have been inserted into someones ear. We can understand this can be frustrating but please try to play devils advocate here... would you be happy receiving a product that has been in someone else's ear?
My bracelet snapped.
Although our bracelets are made out of durable elastic, they can occasionally fail through wear over time, accidental damage or purely if the bracelet is too tight on your wrist. If this is the case every time you wear it, it will stretch the elastic more and more until it breaks. However, If your bracelet has snapped unexpectedly, please contact us with a photo and we'll be happy to look into this further.
When will I receive my refund?
Refunds are processed once your return has been received and inspected. (This is not the day your return arrives with us) Please allow up to 10 working after your return has been delivered to us days for the refund to be confirmed and appear in your bank, do not contact us before this time period as your request will go to the back of the email list and we want to ensure we can process this to you as quickly as possible.
Can I receive store credit instead of a refund?
Yes absolutely, If you receive store credit as your return option, your credit will be emailed to you and can be used towards any future purchase on our website.
Please check your inbox (and junk folder) for your store credit email, or alternatively log into your awaken account if you have one with us.
How do I use my store credit?
Simply click the link in your store credit email, where your available store credit will be displayed and automatically applied at checkout where applicable.
Payments
My discount code isn't working
Please check the terms of the promotion, including expiry dates, minimum spend requirements and any product exclusions. Discount codes can’t be applied retrospectively after an order has been placed.
Can I use more than one discount code?
Only one discount code can be used per order unless otherwise stated. Some codes can be applied together but this will be expressly stated if and when.
I've been charged twice
If you believe you've been charged more than once, please contact us with your order details and we'll investigate as quickly as possible. In the highly unlikely occasion your bank normally sets this right as this is a banking error not a website error.
Product Questions
Can I request a particular crystal shape or style?
Because every crystal is unique, we can't guarantee specific shapes or patterns.
However, if you leave your request in the notes section at checkout, our team will always do their very best to choose a piece that matches your preference where possible. For example 'I prefer a squarer style Moldavite' or 'A triple with a smoother Libyan' we will always try and accommodate.
Can I swap the crystal on a piece of jewellery or customise the design?
Unfortunately, we aren't able to customise or swap crystals on our jewellery pieces but you can purchase additional chains to swap and change your pendants or to create layered looks under the chain section on our website.
What size are your bracelets?
The size of our bracelets can vary depending on the design, so we recommend checking the product description on the individual item page for the exact measurements.
Many of our stretch bracelets are approximately 7.5 inch, they can vary slightly, and are designed to comfortably fit most wrist sizes. If your wrists are larger than 7.5inch the bracelets are elastic so they will stretch but please note this will naturally put more pressure on the elastic and it can wear down faster. The bead size will also vary by design (for example, many feature 8mm beads), and this will always be detailed in the product description. Each bracelet comes with a gift jewellery pouch and crystal meaning card.
My crystal looks different
As our crystals are natural, please allow for variations in colour, pattern and texture. Every crystal is completely unique, and that's part of what makes each piece so special. Please note the listing picture is not the crystal or jewellery that you will receive, these are generic listing pictures.No two pieces will ever be identical and how awesome is that?
Do your crystals come with information cards?
Yes. Every order includes a crystal information card, and jewellery orders also include a jewellery care card to help you care for your new pieces.
My crystal has marks, lines or rough areas. Is it damaged?
In most cases these are natural features created as the crystal formed. Small inclusions, growth lines, texture, rainbows, and surface variations are completely normal and help make every crystal unique. Ridges, 'holes', surface texture or inner fractures are not a damaged crystal, they are actually just evidence and proof that your crystal is real and genuine and not just glass or resin that has come from a mould. Herkimer Diamond in particular can someone appear 'damaged' because the Herkimers are untouched and not sculpted, they will have ridges, imperfections and likely black dot inclusions, this is normal. If you're ever unsure whether something is a natural characteristic or damage, simply send us a photo and we'll be happy to take a look.
Crystal Guidance
Which crystal is right for me?
Always choose what you feel drawn to, whilst we can offer guidance, it's important that you listen to and follow your gut. What do you feel drawn to?
You may also find our Crystal Guidance articles helpful ->
Can you recommend a crystal for me?
We're always happy to offer guidance where we can. Simply let us know what you'd like support with and we'll recommend crystals traditionally associated with those intentions.
Please remember that crystal guidance is spiritual in nature and should never replace professional medical advice or treatment and we never make any medical claims.
You may also find our Crystal Guidance articles helpful before getting in touch ->
Which wrist should I wear my crystal bracelet on?
There are no strict rules when it comes to wearing crystals. Many people choose to wear them on their left wrist when focusing on receiving energy and on their right wrist when focusing on giving or sharing energy. Ultimately, trust your intuition and wear your crystal wherever feels right for you as crystals have an energy field and will affect both sides of your body.
Where should I wear my crystal?
This comes down to personal preference. Bracelets and necklaces allow you to keep your crystal close throughout the day, while tumble stones can be carried in your pocket or bag. We of course love jewellery as the jewellery works on you with very little effort from yourself.
Many people also keep crystals beside their bed, on a desk or somewhere meaningful within their home. You can also sit and hold crystals or meditate with them.
Follow our 'Crystals at Home Guide' to learn more ->
I am new to crystals, where do I start?
We have a £9.99 Crystal Healing Ebook which covers the basics of crystal healing and how to cleanse and charge, you can also receive this ebook as a free gift for orders over £120 at checkout.
Can I wear more than one crystal together?
Absolutely. Many crystals complement one another beautifully and are often worn together to support different intentions. Some people choose to avoid pairing crystals with very different intentions, whilst others happily combine several together. Ultimately, trust what feels right for you.
Can children wear crystals?
Many children enjoy working with crystals. We recommend adult supervision with small crystals or jewellery due to potential choking hazards. Do not leave children unattended with small crystals or jewellery.
Can someone else touch my crystal?
Yes. Some people choose to cleanse their crystal afterwards, whilst others don't feel the need. There are no strict rules - follow what feels right for you. Crystals are gentle healers and if a person holds your crystal for 30 seconds it likely won't affect it too much.
Can I gift a crystal?
Absolutely. Crystals make wonderful gifts and many people enjoy choosing one based on the recipients personality or goals or what they need in their life right now i.e healing, love, support.
If you need help choosing a crystal, we recommend looking at our free Crystal Guidance blog to help you decide ->
How long does it take for crystals to work?
Everyone's experience is different. Some people feel an immediate connection, whilst others notice subtle changes over time. Trust the process and allow your relationship with your crystal to develop naturally. Don't overthink or analyse, this could potentially create resistance and slow the journey down.
Can crystals heal illness?
We never make medical claims. Crystals are intended to support wellbeing and spirituality and should never replace professional medical advice, diagnosis or treatment.
Crystal Care
How do I cleanse my crystals?
There are many ways to cleanse crystals, including smoke cleansing, sound, moonlight and intention. Choose the method that feels right for you and is suitable for your particular crystal. Watch this tiktok video to help: https://www.tiktok.com/@awaken_crystalshop/video/7597387567251606806
Read How to Use Your Crystals or our Beginner's Guide to Cleansing & Charging eBook.
How do I charge my crystals?
Many people enjoy charging their crystals with their own intentional light energy. Hold the crystal in the palm of your hand and allow bright white light to fill the crystal up and create a connection between the two of you. Watch our tiktok to help: https://www.tiktok.com/@awaken_crystalshop/video/7597508676424846614
Read How to Use Your Crystals or our Beginner's Guide to Cleansing & Charging eBook.
Do I need to cleanse my crystal before using it?
You should always clear and cleanse your crystals when you purchase them. This brings them back to their original energy and cleanse them of any negative energy.
Are your crystals genuine?
Yes. Authenticity is one of our highest priorities and we carefully source our crystals from trusted suppliers around the world. We have had over 10,000 customers who are lovers of our genuine gemstone jewellery, plus our founder is a certified crystal healer and an expert in the crystal field. You can also read more about our sourcing in our Conscious Sourcing article ->
What is conscious sourcing?
We work closely with trusted suppliers who share our values around ethical and responsible sourcing. Wherever possible, we prioritise suppliers who demonstrate fair practices and respect for both people and the environment.
Read our Consciously Sourced Crystals & Moldavite Mining article to learn more.
Jewellery Care
My jewellery has tarnished
Like all gemstone jewellery, our pieces require care to keep them looking their best. Our jewellery is not cheap, throw away jewellery, it is high quality craftsmanship and needs to be treated like this. Exposure to water, perfume, lotions, sweat and household chemicals can all contribute to natural tarnishing. Note that our gold vermeil jewellery is not ant-tarnish due to it being crafted from high quality sterling silver with a gold coating. We simply could not do a 'waterproof stainless steel range' due to crystals and jewellery glue not liking harsh chemicals and being submerged in water. Any jewellery company who offers this is likely to use CZ as their stones, where as we choose to use real and genuine crystals. Our sterling silver jewellery can be polished to enhance the shine.
Following our jewellery care guidance will help prolong the life of your jewellery.
A jewellery care card is included with every order, containing helpful tips on how to care for both your jewellery and crystals. If you no longer have your care card, you can also find our jewellery care guidance here on our website.
How do I clean my jewellery?
Gently wipe your sterling silver jewellery with a silver polishing cloth when it goes dull. Avoid harsh chemicals or abrasive cleaners as this is bad for the stones and can change the colour of the glue in your pendants. Always store your jewellery somewhere dry when not in use.
Can I wear my jewellery in water?
Always remove your jewellery before showering, bathing, swimming, using hot tubs or
entering the sea, as water and chemicals can affect both the metal and some crystals.
Can I sleep wearing my jewellery?
We recommend removing jewellery before sleeping to reduce wear and tear and help prolong its lifespan and some crystals may activate and energise you before bed.
Moldavite
What is Moldavite?
Moldavite is a rare natural tektite formed following a meteorite impact millions of years ago. It's loved for its unique appearance and is often associated with transformation, growth and spiritual awakening. Follow our tiktok for moldavite information. https://www.tiktok.com/@awaken_crystalshop
Is your Moldavite genuine?
Yes. All of our Moldavite is genuine and carefully sourced from trusted suppliers. Authenticity is incredibly important to us. We source our Moldavite from Czech directly from the mine.
Is Moldavite suitable for beginners?
Moldavite is often described as an intense tektite. Some people are naturally drawn to it from the beginning, whilst others prefer to work with gentler crystals first. If you feel called to Moldavite, trust your intuition. If you're new to crystals, you may prefer to pair it
with a grounding crystal and ease yourself into working with its energy or use Malachite or labradorite instead.
Is it normal to feel emotional when wearing Moldavite?
Some people describe noticing emotional shifts or personal changes when working with Moldavite, whilst others experience nothing unusual at all. Every person's experience is unique and there is no right or wrong way to experience working with Moldavite.
What crystals work well with Moldavite?
Always pair Moldavite with a grounding crystal like Black Tourmaline, Obsidian or Mookaite. We also recommend our Triple combination necklace or Powerhouse necklace as this helps to create a smoother Moldavite journey.
Can I sleep wearing Moldavite?
Some people choose to sleep wearing Moldavite, whilst others prefer not to due to its
transformative reputation. We don't recommend sleeping with Moldavite as it is very energising and it will likely stimulate your brain whilst you are trying to sleep.
I don't feel anything from Moldavite. Is it fake?
If you bought it from us, not at all. Everyone experiences tektites differently. Some people notice immediate shifts and physical reactions whilst others simply enjoy carrying or wearing them without any obvious sensations. Neither experience is right or wrong and it all just depends on the individual and their ability to sense or feel energy.
This dedication to excellence is further underscored by Awaken being Awarded verification by the British Business Review Board for outstanding customer satisfaction rates. Adding to her credentials, Elesha's expertise has been recognized in British Vogue, Vanity Fair and led to the distinct honor of on-site work at Christian Dior's prestigious headquarters, catering to their best clientele and also the infamous Harrod's in London.
