Q1 Are your crystals real and natural?
Yes. Every crystal sold by Polar Star is 100% natural — formed by the earth over millions of years, not created in a laboratory or artificially coloured. We source exclusively from established suppliers who operate within responsible mining practices, and we do not carry synthetic or dyed stones without explicit disclosure. Natural crystals are not uniform. Every piece varies in colour, shape, size, texture and the presence of natural inclusions. These variations are not defects — they are evidence of authenticity. The stone you receive will differ slightly from the photos shown, because no two natural crystals are identical. That is precisely what makes yours yours.
Q2 What is the difference between the crystals on your website — they all look slightly different from each other?
That is the point. Unlike manufactured products, no two natural crystals share the exact same formation. The Amethyst raw stone in your order may be a deeper violet or lighter lavender than the one in the photo. The Clear Quartz tower may have a slightly different distribution of internal veils or rainbows. The Rose Quartz tumble may be softer or richer in tone. We photograph representative examples — pieces that accurately reflect the quality, size range and character of the stones we carry. The exact piece you receive is chosen intuitively from our current stock. If you have a specific preference (e.g. deeper colour, no inclusions), please contact us before ordering and we will do our best to accommodate.
Q3 How long will my order take to arrive?
Orders are processed within 1–3 business days of payment confirmation. Once dispatched, standard international shipping from our warehouse to the United States typically takes 10–20 business days. Please note that delivery estimates are subject to customs clearance procedures and carrier conditions, which can occasionally extend transit times. We will send you a tracking number as soon as your order is shipped — please allow 24–48 hours for tracking information to activate after dispatch. If your order has not arrived within 25 business days of your dispatch notification, please contact us and we will investigate immediately.
Q4 Will I be charged customs duties or import taxes?
Most orders to the United States valued under $800 USD enter duty-free under the US De Minimis threshold. However, customs regulations change and individual shipments can be subject to inspection and fees at the discretion of US Customs and Border Protection. Any customs duties, import taxes or brokerage fees that may be levied by your country's customs authority are the sole responsibility of the customer. These charges are entirely outside our control and are not included in your order total or shipping fee. We are unable to refund orders on the basis of unexpected customs charges. If you have questions about your country's import thresholds, we recommend checking with your local customs authority before placing your order.
Q5 What is your return and exchange policy?
We accept returns within 30 days of the confirmed delivery date for items in their original, unused condition. To initiate a return, please contact us at [your email] with your order number and reason for return. Return shipping costs are the responsibility of the customer unless the item is confirmed defective or incorrect. Please note the following: Natural variation in colour, size, texture or the presence of inclusions is inherent to natural crystals and does not constitute a defect or valid reason for return. If the item you received is significantly different from your order in stone type or size category, please contact us with photos and we will resolve it promptly. For items damaged in transit: photograph the damage immediately upon opening and contact us within 48 hours of delivery. We will arrange a replacement or full refund at no cost to you.
Q6 Can crystals actually do anything, or is it just a placebo?
That is an honest question and it deserves an honest answer. There is no peer-reviewed scientific evidence that crystals emit frequencies, heal physical conditions, or produce measurable physiological effects beyond placebo. We will not pretend otherwise. What we do believe — and what is supported by psychology — is that intentional rituals, focused attention and physical objects used as anchors for reflection can meaningfully support mental clarity and emotional regulation. If holding a piece of Amethyst helps you slow down, breathe and think more clearly, that effect is real, regardless of its mechanism. Polar Star crystals are wellness tools in the same way that a journal, a walk, or a cup of tea is a wellness tool. No cure, no guarantee. Just a prompt toward the stillness that already exists in you. Please consult a qualified healthcare professional for any physical or mental health concerns.
Q7 How do I cleanse and care for my crystals?
Caring for your crystals is simple, but a few guidelines matter: Cleansing energy: Most crystals can be energetically reset by placing them on or near a piece of Selenite overnight, leaving them in moonlight (particularly a full moon), briefly holding them under cool running water, or surrounding them with sound (a singing bowl or bell). Important water exceptions: Selenite, Malachite, Pyrite and Calcite are water-soluble or oxidise in water and must never be submerged. When in doubt, use moonlight or Selenite instead. Physical care: Avoid dropping your crystals — many are brittle despite their visual weight. Store separately in fabric pouches to prevent scratching. Keep away from prolonged direct sunlight, as some crystals (particularly Amethyst and Rose Quartz) can fade in colour over time. Chemical exposure: Remove your crystals before applying perfume, lotion, cleaning products or entering chlorinated water. These can damage surface lustre and, in some cases, alter the stone's colour.
Q8 I'm completely new to crystals. Where do I start?
Start with the question, not the crystal. Ask yourself: what do I actually need right now? More mental clarity and focus? A stronger sense of direction and intuition? The ability to release something that has been weighing on me? That question maps directly to our three collections: Clarity, Direction and Let Go. From there, choose one stone rather than several — working with a single piece for a few weeks is more useful than accumulating a collection you don't know how to use. If you want a curated starting point, our Find Your Direction Crystal Set was designed exactly for this: three stones, one for each intention, with a guide card that tells you how to begin. It is the most honest starting point we can offer. No experience required. No right or wrong way. Just begin. ✦
Q9 Is this a good gift? What if the person doesn't believe in crystals?
Yes — and the belief question matters less than you might think. You do not need to believe in the metaphysical properties of crystals to appreciate the experience of receiving one. A beautifully packaged natural object, chosen with intention and paired with a message that says "I see you, I thought of you" — that is meaningful regardless of belief system. That said, certain crystals lend themselves better to sceptical recipients: Clear Quartz towers are appreciated as objects of natural beauty. Tumbled Rose Quartz works as a tactile comfort object. Selenite wands are visually striking and function practically as a desktop object. Our Find Your Direction Crystal Set is our most popular gift choice precisely because it comes with a card that frames the stones as tools for reflection rather than mystical objects. That framing works for almost everyone. Every Polar Star order arrives gift-ready. Additional gift wrapping with a handwritten note option is available at checkout.
Q10 How do I know which crystal is right for me?
The most reliable method is also the simplest: pay attention to what you are drawn to. If a stone keeps catching your eye, if you find yourself returning to its page, if something in its description lands differently than the others — that is information worth trusting. Crystal selection does not require expertise. It requires honesty about what you actually need. If you want a framework: think about the area of your life that currently requires the most attention. Then ask — do I need more clarity in how I think about it? More courage to move in a direction? Or do I need to release something in order to move at all? Those three questions correspond directly to our Clarity, Direction and Let Go collections. Browse from there. If you remain unsure, contact us — we are happy to make a recommendation based on what you tell us.
Q11 My crystal arrived with a crack or chip inside it. Is it broken?
Not necessarily — and this is worth understanding before drawing a conclusion. Natural crystals frequently contain internal features that can look like cracks but are actually formation characteristics: veils (thin internal planes that reflect light), phantom inclusions, natural fissures that formed during the crystal's growth, and fracture planes that exist within the stone's original structure. These are not damage — they are part of the stone's natural record. To determine whether what you are seeing is a natural inclusion or transit damage: check whether the surface of the crystal is intact and unbroken. If the exterior is smooth and undamaged, the internal line is almost certainly a natural feature. If the surface shows a visible chip, edge breakage or a fresh fracture line, that may indicate transit damage. In the case of genuine transit damage: photograph it clearly and contact us within 48 hours of receiving your order. We will assess and resolve this promptly. Please do not dispose of the item before contacting us.
Q12 Where do your crystals come from? Are they ethically sourced?
We take sourcing seriously, though we will be transparent about what that means in practice. Our crystals are sourced from established wholesale suppliers who work with mining operations in Brazil, Uruguay, Madagascar and Morocco — regions known for specific stone types and with established trade relationships. We select suppliers who can provide documentation of origin and who operate within legal frameworks. We want to be honest: independent third-party certification of ethical mining practices for crystals remains rare in the industry. Terms like "ethically sourced" are not yet standardised or audited in the same way as, for example, fair-trade certifications. What we can tell you is that we do not source from suppliers we cannot verify, we do not buy from grey-market channels, and we continually review our supply chain. If you have specific questions about the origin of a particular stone, contact us and we will share what we know.
Q13 Can I wear crystals in the shower, pool or ocean?
This depends entirely on the crystal type. Brief, occasional contact with water is generally fine for most polished hard stones. Extended submersion, salt water exposure, and chlorinated water are another matter. Safe for brief water contact: Clear Quartz, Amethyst, Rose Quartz, Black Tourmaline, Labradorite, Obsidian. Remove before swimming or showering regularly — prolonged water exposure dulls surface polish and weakens adhesives in jewellery settings over time. Not safe for water: Selenite dissolves in water — do not get it wet under any circumstances. Malachite, Pyrite, Calcite and Hematite also react poorly to water and should be kept dry. For crystal jewellery (bracelets): remove before swimming, showering, doing dishes or applying lotions. The elastic cord will degrade faster with regular water exposure, and metallic components may tarnish. When in doubt, keep it dry. A quick wipe with a soft cloth is all most crystals need.
Q14 What if I ordered the wrong size or the wrong crystal?
If you ordered the wrong size or the wrong item due to your own selection, this falls under our standard return policy: contact us within 30 days of delivery, return the item in its original condition, and we will exchange or refund (minus return shipping costs). If we sent you an incorrect item: contact us immediately with a photo of what you received. We will send the correct item and cover all associated shipping costs — no return required in most cases. A note on size expectations: our size descriptions (Small / Medium / Large) include approximate dimensions and weight ranges in each product listing. Please review these carefully before ordering — crystal sizes can be deceptive in photographs. If you are unsure whether a size will meet your expectations, contact us before ordering and we can provide additional photos or measurements of available stock.
