Shipping & Returns

Here at Live True, it is our vision that we supply the best and most loving crystal care to our customers.  We unfortunately do not accept returns for crystals or jewelry with customer opinions of the shine or the unique shape being unacceptable to the buyer.    

Broken Jewelry & Crystals Return Policy and Procedures

If Crystals and Jewelry break in delivery, please contact us here for a return shipping label.  All products require a photograph uploaded through our website chat feature and must be mailed back to Live True Headquarters with the return label that Live True will send to your email address.  Customers have 48 hours to send back to Live True broken Crystals and jewelry.

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If returns of any other kind are honored, return label costs are the responsibility of the customer to pay upon sending back to Live True Headquarters. 

  

Refunds (if applicable)

To decide if your order is eligible for a refund, you may fill out the customer care form at the top of this page.  To be eligible for a return, your item must be in the same condition as when you received it if the return is accepted.  The customer is responsible for all shipping costs upon a return to our store.  All return requests must be made within 7 days of receiving your order.   Live True will use your invoice number to track days the package has been held.  

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Unfortunately, we do not accept refunds on gift cards or sale items.  

Refunds are given in the form of shop credit or original payment methods only.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your exchange or return.

Exchanges (if applicable)
We only replace items if they are defective or damaged, or in the case of a size swap for apparel and bracelets. 

Missing Items
If an item is missing from your package, please email us within 7 days of receiving your package. This date will be tracked according to the tracking number associated with your package. If more than 7 days have passed since your item was received, unfortunately we cannot offer you a replacement item or refund for any missing items reported. That said, we triple check all orders during packaging, so missing items are not common.

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Shipping
You will be responsible for paying for your own shipping costs for returning your item unless it arrived broken or damaged. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Lost Orders

• An order is considered lost if tracking never confirms package status as "delivered"

• If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made

How many days following the last tracking update should I file my claim?

• Domestic orders - 7 days

Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.

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Stolen Orders

Ownership of packages is turned over to USPS and is transferred to the buyer once shipped.  Live True is not responsible for lost, held, or damaged packages.  We are not responsible for mis- delivery errors via carrier, or incorrect shipping information.  Shipping is a service you purchase from USPS along with your order from Live True.  All shipping issues but be handled with USPS.  

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