Questions

Last updated: October 21, 2026

Ordering a piece

How do I place an order?

When a design is available to order, you can buy it from its product page. Please review the materials, dimensions, included components and available options before checkout. Product photographs show the reference design; we photograph the actual piece prepared for you before dispatch.

How will my piece compare with the listing photographs?

The photographs show a reference design. Your order is for a similar handmade piece with the same design concept, overall structure and listed dimensions. No two natural crystals are identical. Where included, plants, moss and other botanical materials are also individually different. The shapes and sizes of individual natural elements, colour, plant growth, moss coverage and exact placement may vary. The overall composition and dimensions remain as described, while the natural details of your finished piece will be its own.

Will I see my actual piece before it is sent?

Yes. Before dispatch, we email photographs of the actual piece prepared for your order. Please review the photographs and reply to confirm that you are happy for us to send it. We do not dispatch without your confirmation.

What if I would like an adjustment?

Reply to the photo email before approving the piece. We will discuss what is possible and agree on the next steps and timing. If an adjustment is made, we will send updated photographs for your confirmation before dispatch.

Packing and delivery

When will my order be sent?

Standard orders normally dispatch within 3 days after payment is confirmed, provided you have approved the photographs of your actual piece. Waiting for your reply or making agreed adjustments extends the dispatch schedule, and we will confirm the updated timing with you. Custom orders follow a production timeline agreed with you separately.

If we cannot meet the dispatch timing agreed with you, we will contact you with the next steps and the option to cancel the unshipped order for a refund.

How long does delivery take?

We use DHL Express, with around 7 days in transit after dispatch. This is an estimate. The destination, customs clearance, weather and carrier conditions may affect the arrival date. You will receive tracking details by email when your parcel is sent.

How is my piece protected?

Inner foam fills open spaces and holds the crystal components in place. Outer foam surrounds the protected piece inside the shipping carton to cushion it during transport. The arrangement is adapted to each design. Our delivery and unboxing guide shows the journey from your order to your home.

What should I do when I open the box?

Place the box on a stable surface and remove the protective layers gently. Support the piece by its base, following any instructions included with it. Keep the packaging until you have checked the piece and its included components.

Do you deliver worldwide, and will I pay shipping or taxes?

We offer free worldwide shipping on every product and every order, with no minimum spend. The displayed price includes shipping, applicable taxes and import duties. No additional shipping, tax or duty charges are added at checkout or on delivery. Please read our shipping policy for the full details.

Returns and support

Do you offer returns or exchanges?

Yes. You can request a return or exchange within 60 days of delivery. We also provide a 60-day warranty for faults in materials or workmanship. See the returns and warranty policy for the conditions and shipping arrangements.

Does approving the photographs affect my return or warranty rights?

No. Photo approval allows us to dispatch your piece. It does not waive or reduce your 60-day return, exchange or materials and workmanship warranty rights, or any rights under applicable consumer law.

What if my piece arrives damaged?

Email service@helloursa.com with your order details and a description of the issue. Photographs of the piece and packaging are helpful. We will arrange the appropriate support; an unboxing video is not required.

Can I change or cancel my order?

Please email us as soon as possible. We will help before dispatch where possible. Once a parcel has been sent, our return process applies.

How can I contact you?

For questions about a piece, an order or its care, email service@helloursa.com or use our contact page.