Our Policies
✦Shipping & Returns
Everything you need to know about how your piece gets to you, and our policy on returns.
Carrier
Canada Post
Shipping
$12.00 CAD bracelets · $40.00 CAD all else
Returns
All sales final
Shipping
Carrier & rate
All orders ship with Canada Post. Shipping is a flat rate per order: $12.00 CAD for orders containing only bracelets, and $40.00 CAD for all other pieces. If your order includes anything other than a bracelet, the $40.00 CAD rate applies to the whole order. The rate does not increase with the number of pieces.
Processing time
Orders are carefully packed and shipped within 2–4 business days of payment. You will receive a tracking number by email as soon as your order ships.
Delivery time
Delivery times depend on your location and Canada Post service levels. Delivery estimates are not guaranteed, and delays caused by the carrier, weather, or holidays are outside our control.
Shipping address
Please double-check your shipping address at checkout. We are not responsible for orders delayed or lost because of an incorrect or incomplete address, and any cost to re-ship will be the buyer's responsibility.
Outside Canada
We currently ship within Canada. If you are outside Canada, please contact us before ordering and we will provide a shipping quote. Any duties, customs fees, tariffs, or taxes charged by the destination country are the full responsibility of the buyer.
Packaging
Every piece is wrapped and packed with care to protect it in transit.
Returns & Exchanges
All sales are final
We do not accept returns or exchanges. Because crystals are natural products and every piece is one of a kind, we cannot restock or replace a piece once it has been sold.
Know what you're buying
Each listing is a single, specific piece, photographed from multiple angles. Natural inclusions, fractures, and variations in colour are part of every crystal's character. Please review all photos and reach out before purchasing if you have any questions.
Damaged or Lost Orders
Damaged in transit
In the rare event your order arrives damaged, please contact us as soon as possible — ideally within 48 hours of delivery — with photos of the packaging and the damage. Please keep all packaging. Franelly will work with you to find a solution.
Tracking shows a problem
If your tracking has not updated for an extended time or shows your order as delivered when it has not arrived, please contact us and we will help look into it with the carrier.
Cancellations
Changing your mind before shipping
Cancellations can be requested within 24 hours of purchase, provided the order has not already been shipped. Please reach out through the Contact page or Instagram as soon as possible.
Questions About Your Order?
Franelly loves to chat. Reach out any time — she'll get back to you personally.