Frequently Asked Questions

Yes. We accurately disclose each product’s material, origin (when known), form, and treatment status on the product page. We never describe synthetic, man-made, or treated materials as untreated natural stones.

A certificate of authenticity or testing report is included only when explicitly stated on the relevant product page.

Treatment information is provided on each product page. Where applicable, products will be clearly identified as natural and untreated, heat-treated, dyed, color-enhanced, coated, filled, reconstructed, synthetic, or man-made.

If you have specific requirements regarding treatments, please contact us about the relevant SKU before placing your order.

This depends on how the product is listed:

• Exact Piece: You will receive the exact item shown and identified in the product photos.
• Intuitively Selected / Randomly Selected: You will receive one item selected from the same batch. Its color, pattern, shape, and natural characteristics may vary.
• Sold by Weight or in Bulk: Items are selected according to the stated total weight and size range. The number, shape, and appearance of individual pieces may vary.

The selection method will always be stated on the product page.

Yes. Natural minerals may contain unique patterns, color bands, inclusions, crystal cavities, associated minerals, natural fractures, small pits, minor chips, or uneven surfaces.

These characteristics are generally part of the stone’s natural formation or processing and are not considered defects. However, fresh breakage, structural separation, or an item that significantly differs from its description may qualify for assistance under our damaged-item policy.

Because natural stones have irregular shapes and are measured by hand, slight variations are unavoidable.

Please allow a size tolerance of approximately ±1 mm and a weight tolerance of approximately ±0.1 g. Products sold by weight are measured according to the actual total weight of the complete package or batch.

You can choose according to the mineral type, color, shape, size, intended display area, collecting preferences, or budget.

Any symbolic or spiritual meanings mentioned in our product descriptions are based on cultural traditions and personal practices. They are provided for reference only and should not be considered medical, psychological, financial, or other professional advice.

We recommend gently wiping your stones with a soft, dry cloth and storing them separately to prevent scratches or damage.

Avoid dropping, squeezing, extreme temperature changes, prolonged exposure to strong sunlight, and contact with harsh chemicals or cleaning products. Crystal clusters, points, and areas with natural fractures require extra care.

Before washing any stone with water, confirm that the mineral is water-safe. Dry it thoroughly after cleaning.

Not all minerals are suitable for water, salt, prolonged sunlight, or heat. Some stones may fade, dissolve, oxidize, crack, or release mineral particles when exposed to unsuitable conditions.

Unless otherwise stated on the product page, we recommend using a dry, non-contact cleaning or storage method. Our products are not intended to be swallowed, added to drinking water, or used to prepare crystal-infused water.

We generally begin processing orders within 48 hours of purchase.

If you need to change or cancel your order, please contact us as soon as possible at hello.looeco@gmail.com or through live chat and include your order number.

We will do our best to assist you before the order is packed or handed over to the carrier, but changes and cancellations cannot be guaranteed. Once an order has shipped, its address cannot be changed and the order cannot be canceled.

We currently ship to:

• United States
• Canada
• United Kingdom
• Australia

Some minerals, product sizes, weights, or destinations may be restricted by carriers or local import regulations.

If your destination is unavailable at checkout, please contact us before placing your order.

In-stock orders are generally processed within 2–3 business days.

Estimated delivery times are:

• United States: 5–8 business days
• Canada: 5–8 business days
• United Kingdom: 5–8 business days
• Australia: 7–25 business days

Delivery estimates do not include weekends, public holidays, or customs inspections. Delays may occur during peak seasons or when shipping to remote areas.

All products sold through our store are tax-inclusive.

Please contact customer service within 24 hours of delivery and provide:

• Your order number
• Clear photos showing the damage, incorrect item, or missing contents
• A video clearly showing the condition of the item and package

Please keep the item and all original packaging until your case has been resolved. Requests submitted after 24 hours may not be accepted.

You may request a return or exchange within 7 days of delivery.

You must contact us and receive authorization before sending an item back. Unauthorized returns or exchanges may not be accepted.

Items must be unused, unaltered, and undamaged, with all original labels, accessories, and certificates included. They must also be sent back in the original packaging or packaging that provides an equivalent level of protection.

The customer is responsible for all return or exchange shipping costs.

Except in cases involving confirmed defects, shipping damage, or incorrect items, the following products are generally not eligible for return or exchange:

• Customized or engraved products
• Products modified at the customer’s request
• Gift cards
• Opened personal-wear items
• Products clearly marked as final sale

This policy does not limit any mandatory consumer rights that apply in the customer’s country or region.