Welcome to Frequently Asked Questions to do with our site


Using our website or ordering from us may seem difficult at times, so we have given some answers to commonly asked questions here.

There is more in our information area at the bottom of this site which gives details on our terms and conditions, privacy policy (data protection) and delivery/return information.

Please feel free to contact us if you have any question which isn't answered here.

Question : What is the quickest way to checkout?

Answer : Simply add an item to your cart and click on the yellow checkout with PayPal button to complete your payment and finalise your order.

Question : Do I need a Paypal account to pay for my goods?

Answer : No - you can pay by credit or debit card at the end of your transaction using the Worldpay option, or alternatively with Paypal without an account - just by looking for the option to pay by debit/credit card on the Paypal page.

Question : I've put all my goods in my cart but I can't proceed to the checkout.

Answer : It could be that some of the items you are ordering are not in stock. Check for items marked ** - they are the ones that are out of stock. You will be notified near to the top of the screen if one or more of your items is out of stock. Sometimes you will have the abilty to preorder items, in which case you will still be able to checkout.

Question : How do I use a coupon code?

Answer : Coupon codes can only be used on the Shopping Cart screen. You need at least one item in your shopping cart for this feature to work. The shopping cart can be accessed from the menu tab at top-right of the web page. Here there will be a space to click in to and type in your coupon code if you have one. Next click on 'Apply Coupon' to activate the coupon and you will be notified at the top of the screen if it has been successful and your Shopping Cart totals will be updated accordingly.

Invalid coupon codes will not work and you will be notified of this.

Only one coupon code can be used per transaction. Some coupons may have a limit to the number of times it can be used.

Please note that members can get a discount by using the coupon code 'mydiscount'. Membership with us is free to all.

Coupon codes that we give out generally can only be used on this website only.

Question : Do I have to be a member to buy from you?

Answer : No - you can choose to checkout as a guest but we still need your name & address for where to send your parcel to, and some form of payment. Please note that members can get a discount by using the coupon code 'mydiscount'. Membership with us is free to all.

Question : What are reward points?

Answer : Once you have created an account with us and placed an order we will add reward points to your account. You can use these points to get money off your next order. Although you can use many of the reward points (provided you have enough of them) to reduce the cost down to nearly nothing, there is a minimum payment needed to process your next order of £0.25. Use of reward points on an order may be vetted for fair usage but generally speaking, if you have them, you can use as many as you like your next order. Please note that reward points given here can only be used on this website only.

Question : My order hasn't arrived yet, what can I do?

Answer : We wouldn't expect you to wait forever for you order to arrive. Here at Completely Crystals we understand that sometimes mail can be delayed or worse still not ever turn up at all. Bearing this in mind we have a policy to always be on our customers side with regards to this and we are always happy to send you a replacement where possible or to provide you with a refund. If you have still not received your item(s) then please email us via the Contact Us page.

We would however, ask that you please wait for as long as possible for your order to arrive as postal delays can occasionally occur, especially when ordering from overseas or over busy periods.

Question : I want to return an item. How easy is it to do?

Answer : Returning any item is easy with us. Simply click on Returns under Customer Services at the bottom of our website, fill out the form (and click continue) and we will wait for you to send your goods back to us. We offer a 100% money-back guarantee (for up to 30 days after purchase) on all of our goods if you are not completely satisfied in any way. Shopping with us couldn't be simpler if you want a service that you can trust. What's more, we will even cover the cost of your return postage up to the value of our own original shipping cost. How's that for service?

Question : I keep getting extra items in my basket. Why is this? / How to remove from cart?

Answer : If you have an account with us, your account will sometimes remember the things that you put in your cart (that you haven't bought yet) from your previous visit. Simply delete them from your cart if you don't want them choosing the trash can or cross next to the product and then update the cart (the two circular arrows), or set their quantity to zero and update your cart.

Question : I am trying to add things to my cart but can't. Why is this?

Answer : For some items you may have to choose a certain option before you can add them to your cart, this could be a type of pouch to have with your crystal, or a crystal colour, etc. Another reason is that we may be out of stock of that item.

Question : I can't see my reward points to use on the order. Where are they?

Answer : Make sure that you have logged in before visiting the Shopping Cart page. Once you have logged in you will be able to use your points on the Shopping Cart and Checkout pages.

Question : How do I view my wishlist?

Answer : Log in to your account and click on account where you can find your wish list. You can remove items from your list or add them to your cart from there.

Question : The website jumps about when I click on a button, what can I do to stop this?

Answer : Your browser may need refreshing. Try reloading the page in the browser or try pressing the Ctrl button and F5 on your keyboard at the same time, if you are using a PC with a keyboard in order to refresh the CSS layout on the page.

If you have any further questions or to provide feedback then please feel free to contact us by clicking here.


Please be aware that some small crystals and stones could cause choking to children or pets if ingested or swallowed. Completely Crystals cannot and will not be held responsible for any misuse of our products. This warning is simply for your safety and protection.

Completely Crystals® aims to provide an holistic addition to modern medicine and its products do not aim to restore, correct or modify any existing adverse medical conditions by exerting a pharmacological, immunological or metabolic action. If you are suffering from an adverse medical condition then please contact your local general practitioner.(GP)