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Frequently Asked Questions

How do I place an order?

The simplest way to place an order is via our website or Facebook page.

Our website is easy to use and is updated frequently with new and upcoming products.

You can also place an order via:

 

What are your delivery charges?

Our delivery charges vary according to weight and size.

We ship to UK and international addresses.

For UK customers Tracked 48 delivery is free if you spend £150.
Tracked 48 for parcels;

  • up to 1kg is £3.50

  • 1kg - 2kg is £5.20

  • 2kg - 10kg is £7.20

  • over 10kg is £10.15

 

For international customers Tracked 48 delivery is free if you spend £150.

Tracked 48 for parcels;

  • up to 0.25kg is £6.75

  • 0.25kg - 0.5kg is £9.40

  • 0.5kg - 0.75kg is £10.60

  • 0.75kg - 1kg is £11.80

  • 1kg - 1.5kg is £12.80

  • over 1.5kg is £14.30

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Please note all delivery fees (UK and International) will include a £1 handling fee to cover packaging and processing costs.

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How do I pay for my order?

We accept all major credit cards and debit cards including Visa, Visa Debit, Delta, Mastercard and Maestro. Unfortunately, we do not accept American Express. Payments can be made online or over the telephone.

 

How quickly do you dispatch orders?

We aim to dispatch all orders within 2 working days, and usually the next working day after the order is placed.

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When will I receive my order?

You should receive your order within 2-3 working days after dispatch.

 

Am I able to collect my order?

Yes you can. All orders will be ready for collection from the day after order confirmation.

All orders are processed during working hours which are 10:00 – 17:00, 7 days a week.

Simply come to our friendly shop and quote your order number.

 

What happens if my items are out of stock?

Our website is updated frequently, and we do our best to make sure that any items featured are in stock and available to purchase. If there is a product on your order that becomes out of stock, the product will be removed, and you will not be charged. Your email address will be added to an automated 'notify me when in stock' message so you will be the first to hear when the product is back in stock and available to order.

 

Can I use your images?

Of course! We are happy for you to use any of the product images on the Moonstone Crystals Website, but encourage our customers to take their own creative images to fit their needs.

Please note that Moonstone Crystals Ltd is a registered Limited Company. Our name and logo belong to the company and should not be reused.

 

Are your weights/measurements accurate?

Please note that all weights and measurements on the website are approximate. Some of our items are made from natural materials so will vary slightly in size and weight from the product in the photograph. Weights are shown in grams and dimensions are shown in centimetres.

 

Registering for our email newsletters:

When you create an account with us, you have the option to opt-in to receive our email newsletter.

This is an easy way to keep up with new products, special promotions, and website updates. If you choose not to receive our email newsletter at the time of creating your account, you can opt-in at any time by clicking here. If you are subscribed to our email newsletter and would like to update your preferences to tailor the content you'd like to see, you can do so by clicking here. You can unsubscribe from our emails at any time by using the link in the footer of every email or by emailing info@moonstonecrystals.co.uk .

For full details of subscribing and unsubscribing from our email newsletter, please read our privacy policy.

 

Oil burner and candle safety information:

At Moonstone Crystals, we supply a variety of candle holders and oil burners. All our products come with the standard safety warnings that we advise our customers to follow at all times.

We have also put together the following safety information regarding the use of these products:

The following information should always be followed when using a candle holder or oil burner product.

  • Never leave a burning candle unattended.

  • Burn out of the reach of children and pets.

  • Always place a burning candle/oil burner on a suitable surface away from flammable objects.

  • Extinguish candles with a candle snuffer, do not blow them out.

  • Never use water to extinguish a candle.

  • Always read and follow the manufacturer's instructions on candles.

  • Remove all packaging before use.

  • Do not allow hot wax to come into contact with skin.

  • Always use a standard tea light candle for all oil burner products.

  • Please take care when moving an oil burner/ candle holder as these may get hot while in use.

  • Leave sufficient time for the product to cool down.

  • Always ensure the oil is diluted before using with an oil burner.

  • Not all oil burners are suitable for wax melt products.

Candles for hanging or outdoor use should be carefully secured at all times.

 

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