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Where do you source your crystals?

At Hello Nona Co. we are incredibly passionate about how and where our stones are sourced, which is why we mostly work directly with family owned mines ourselves and partners.

We are very serious about ethical sourcing of our stones. Child slavery, unsafe working conditions and unfair pay are prevalent in this industry. No human should be subjected to the loss of basic human rights or exploited for the purpose of gain. Further to this, the environmental effects of can be huge – we prefer to use suppliers who can offset these, such as using recycled water for cutting stones and decreasing emissions by hand mining rather than large machinery.

Based on the premise that crystals provide healing qualities and work by emitting energy, if they’re mined in destructive ways, would this not mean they would be emitting this frequency and thus become null and void for purpose? These are the major deciding factors for us to only help fund mines that have fundamental standards that adhere to our own.

Where possible, we meet our overseas suppliers face to face (usually in a mutual meeting place yearly like the Tucson Gem show) by our reps and we also video calls with them to see their mines and tools, working conditions and talk to the staff to ensure they are treated well. Personally, we choose to work with small family owned mines so we can build relationships with them and ensure we all have the same ethos. It is a lot of work to find these types of ventures and then to build a real working relationship with them, but to us it is absolutely fundamental. 80% of our stones are sourced this way, directly from the mines. The other 20% we source from a local wholesaler who shares our views.

All of our crystals are sourced from ethical locations around the world, and every single one of our products is hand chosen; for its beauty, for its magic & for its mystery. Each one of our pieces is one of a kind, so if you find something you love, get it before it’s gone.

How do I choose a crystal?

Generally speaking, the crystals you NEED are the ones which will jump out at you; for some mysterious reason, you will be lured to them.

We strongly believe the crystal chooses you, not the other way around.

Don’t believe us? Scroll through the website, when something catches your interest – read the meaning. It’ll start making sense as to why.

Each of our crystals has information in the listing explaining it’s metaphysical, emotional & physical properties, making it easier for you to determine if it may be beneficial for you or your loved one. We always try to write our own crystal meaning in a relatable, easy to digest manner, rather than the vague mumbo jumbo you see, so you can better understand why this stone may have caught your eye.

Do you wholesale?

Unfortunately no, we do not offer wholesale, sorry!

It is a one day dream for us but currently we just don’t have the space nor manpower to run it how we dream to.


Ordering

How can I pay for my order?

When you shop directly from our website, we accept QRIS payment which you can use any major e-wallet such as Gopay, Dana, Shopeepay, OVO, etc, or any m-banking that support QR payment.

You can also shop from our shop at your favorite marketplaces; Shopee and Tokopedia that offer a great selection of payment methods to suit everyone. These include Cash on Delivery, Bank Transfers, Credit/Debit Card, Credit Card Installment, and many more.

How can I cancel my order?

If you decide to cancel all or part of your order before it is shipped you will incur a 10% cancellation fee. This fee will be deducted from your refund amount. In addition, any loyalty points earnt on items that are refunded will automatically be deducted from your rewards account.

Unfortunately, we cannot cancel any orders once they have been dispatched from our warehouse.

CANCELLATION FEE
All cancelled orders incur at 10% cancellation fee. This fee is calculated as follows:

Purchase Price for Order (inc shipping costs) divided by 10 = 10%

eg. ‘Customer A’ ordered a Rp250.000 crystal and paid Rp10.000 for shipping. The purchase price for their order is Rp260.000. The order is waiting to be shipped.

‘Customer A’ has contacted Hello Nona Co. and requested the unshipped order be cancelled. Hello Nona Co. processes the cancellation and submits a refund of Rp234.000 back to the customers original payment method.

The refund amount is calculated by deducting 10% (Rp260.000) from the original purchase price.

CANCELLED ORDER – STORE ISSUED
If you have had your order cancelled by Hello Nona Co., please check your email as the reason why will be expressed to you. We reserve the right to refuse any order place with us as per our Terms of Service listed below.

All store issued order cancellations will not incur the 10% cancellation fee.

ORDERS FLAGGED AS FRAUDULENT
Our system has built in Fraudulent Order Dectection. If an order is flagged as being possibly fraudulent Hello Nona Co. will contact you requesting further information to confirm your purchase has been made legitimately.

We may request the following information:
– A screenshot of your account corresponding to the card used for payment to prove the card is yours
– A screenshot of the account linked to the card used for purchase and proof that the card holder has granted their consent.
– Proof of shipping address

Hello Nona Co. reserves the right to deny any proof submitted that does not meet our needs and criteria, cancelling the order.

If you believe an error has been made, please contact us as soon as possible.

COMPLIANCE
We comply with Indonesia’s Consumer Protection Law (Law No. 8 of 1999) on refunds and are not required to provide a refund or replacement if you change your mind. More information can be found here.

All order issues must be brought to our attention within 7 days of you receiving your order – the date of delivery as per expedited shipment tracking records.

Do you offer returns and exchanges?

If you would like to exchange an item you have received, please contact us at supports@hellonona.co

We will provide a returns form to be filled out and you will be required to return the products in a safe and secure manner (like how you received them) using a trackable shipping method, with tracking provided to us.

Please note that the customer is liable for the return postage costs of items that were ordered incorrectly.

Upon Hello Nona Co. receiving the item, we will process your return excluding any shipping costs, and you will be liable for shipping cost of the replacement to be sent out. Alternatively, once received, we can provide a store credit for the item only (excluding all shipping costs).

What if my jewellery or apparel doesn’t fit?

Buying sized items online can be tricky; we get it. If the item you ordered doesn’t fit, no worries – flick us an email and we can organise an exchange – supports@hellonona.co

Please see our Returns & Refund Policy for further information

What if I receive an incorrect/missing product?

If you have unwrapped your parcel and find an item or items are incorrect or are missing from your order, please double check all your wrapping and packing slip. Sometimes smaller items can hide in the paper and packaging.

Once you have double checked everything and you still have an issue please contact us at supports@hellonona.co

You are asked to please include a full unboxing video before opening the seal, photos of any incorrect items you have received along with a snap of your packing slip.

MISSING ITEMS
Any items missing will be varified and then shipped out ASAP at no additional cost to the customer.

INCORRECT ITEMS
If you have received the wrong item we will send out the correct item ASAP at no additional cost to the customer. We will also advise what you need to do with the incorrect item that you received.

If for any reason the item you originally ordered is unavailable we will provide a replacement of the same or similar item with your consent. If a similar item is not available, we will provide one to equal value of your choice. A refund or a store credit to use to purchase what ever catches your eye may also be offered.

All order discrepancies such as damaged and/or missing items must be brought to our attention within 7 days of you receiving your order – the date of delivery as per expedited shipment tracking records.

What if I receive a damaged or faulty product?

If an item you have received arrived damaged or is found to be faulty, please contact us at supports@hellonona.co

You will be required to prepare the products in a safe and secure manner (like how you received them) and ready to be picked up by the next day. Return shipping will be arranged and fully covered by Hello Nona Co.

Upon Hello Nona Co. receiving the item, we will process your return.

We will provide a replacement of the same or similar item. If a similar item is not available, we will provide one to equal value, a refund or a store credit to use to purchase what ever catches your eye.

All order discrepancies such as damaged and/or missing items must be brought to our attention within 7 days of you receiving your order – the date of delivery as per expedited shipment tracking records.


Shipping & Pick Up

Where are you located?

We are located in Kota Bogor, West Java, Indonesia.

We are primarily an online store, however we do in person shopping by appointment only.

Book Here

Where do you ship to?

We send good vibes nationwide accross Indonesia!

If you’re an overseas and would love to make a purchase, please get in touch for a quote.

How much is shipping?

We offer standard shipping on all domestic orders for a flat rate of Rp20.000.

Orders over Rp200.000 qualify for FREE SHIPPING.

Do you offer Click & Collect?

We do for our JABODETABEK customers – our gallery is located in Kota Bogor, West Java.

Simply check out on the website as normal and select ‘pick up’.

Click & Collect is available Monday to Saturday from 10:00am – 8:00pm.

What if my parcel gets returned to you?

If your parcel is returned to us due to any of the following reasons, we will contact you to organise to ship your item again at an addition cost to you.

REASONS FOR “RETURN TO SENDER”
– incorrect/incomplete address
– failure to pick up from your local post office within their timeframe

UNCLAIMED RETURNS
Items that have been returned to us for the above reson will be help for a period of 3 months. If we have not received any response from the customer and they remain unclaimed after that time the order will be donated to our Crystals for Karma initiative and no refund will be processed.


In-Store Shopping

Can I shop in person?

Yes! You can come shop with us, either in person at our gallery by appointment or via zoom/facetime.

How can I book a shopping appointment?

Book an appointment – here.

A non refundable deposit is required to secure your booking BUT the amount will be deducted from your total on the day. You get us and the place to yourself to go through everything, ask questions or just chill with the whole team!*

Each booking is for a 60 minute slot. You can take anywhere from 5 mins to 60 mins.

Oh and of course you can bring a friend with you!**

*We hope you don’t have any allergies, because our super-friendly fur teams of 1 fluffy Pomeranian, 3 Maine Coons, 2 British Short Hair and 1 itsy bitsy Russian Blue Kitty will be so excited to welcome you on your arrival!
**only the customer who booked the appointment will have the deposit deducted from their order on the day