Policies
Returns & Refund Policy
Last updated: January 2026
30-Day Return Window
We accept returns within 30 days of delivery for items that arrive damaged or defective. Please read our full policy below before reaching out.
What We Accept Returns For
Items that arrived damaged
If your tree arrived broken, crushed, or significantly damaged in transit, we will replace or refund it. Photos of the damage are required.
Items with manufacturing defects
If your tree has a defect that affects its structure or quality (not including natural variation), please contact us with photos.
Change of mind
We are unable to accept returns for change of mind. Please review product descriptions carefully before purchasing.
Natural Crystal Variation
Our trees are made with genuine natural crystals. Because each crystal is formed uniquely by the earth, there will always be minor variations between pieces — in colour, size, texture, and overall appearance. These variations are a sign of authenticity, not defects.
The following are considered normal and are not eligible for return:
- Minor colour variation between your tree and product photos
- Slight differences in crystal size or shape
- Minor surface imperfections on natural stones
- Branch compression from shipping (can be reshaped by hand)
- Small variations in overall tree size
Compressed Branches
Branches may arrive slightly compressed from packaging and transit. This is completely normal and expected. Simply gently adjust the wire branches by hand to restore the full, lush shape of the tree. The wire holds its shape well once positioned.
Compressed branches are not a defect and are not eligible for return.
How to Request a Return
To start a return for a damaged or defective item:
- 1
Email [email protected] with your order number in the subject line.
- 2
Include clear photos showing the damage or defect. Multiple angles are helpful.
- 3
Describe the issue briefly — what happened, and when you first noticed it.
- 4
Our team will review your request and respond within 1–2 business days.
- 5
If approved, we'll arrange a replacement or process a refund to your original payment method.
Refund Processing Time
Once your return is approved, refunds are processed within 5–7 business days. The refund will be issued to your original payment method. Depending on your bank or card provider, it may take an additional 3–5 business days to appear in your account.
Need to start a return?
Email us at [email protected] with your order number and photos. We'll get back to you within 1 business day.