FAQs & Delivery Information
▸ How fast do you ship?
A lot of love and care goes into every order
We're a small, family-run business here in South Devon and every order is personally prepared, Reiki cleansed and thoughtfully packaged with love and care.
We don't operate quite like the big warehouses. Behind every parcel are real people who genuinely care about the crystals making their way to you.
Our current dispatch time is up to 4 working days (Monday to Friday), particularly during busier periods. However, we always aim to send your crystals on their way much sooner whenever possible.
And while your crystals are being prepared, we'll keep you updated every step of the way. You'll receive an initial order confirmation, followed by a personal message letting you know when your crystals have been picked, cleansed and lovingly wrapped. Once they're on their way, you'll receive tracking updates from Royal Mail so you can follow their journey to your door.
All UK orders enjoy complimentary Royal Mail Tracked 48 delivery.
Thank you for choosing to shop small and for allowing us a little time to prepare something special for you. Your support truly means the world to us.
Need your order sooner?
Royal Mail Special Delivery is available for £9.95 on selected dispatch days, subject to availability.
You'll know Special Delivery is available when the option appears at checkout. If it isn't displayed, it simply means we're unable to offer the service that day.
When available, orders placed before 12 noon will usually be dispatched the same working day. Orders placed after midday will usually be dispatched on the next available dispatch day.
Already placed your order? You may still be able to upgrade to Special Delivery before your parcel has been dispatched. You'll find details of how to request an upgrade in your order confirmation email. Please note that upgrades are also subject to availability.
If you're hoping to receive your crystals by a particular date, please do get in touch with us before placing your order at hello@moonandearthcrystal.shop. We'll always do our very best to help and will happily let you know what's possible.
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▸ My parcel hasn't arrived yet. What should I do?
All UK orders are sent via Royal Mail Tracked 48 and you'll receive a tracking number when your order is dispatched so you can follow its journey.
Royal Mail Tracked 48 usually arrives within 2–4 working days after dispatch, although occasional delays can happen, particularly during busy periods.
If your parcel hasn't arrived when expected, please check your tracking information first as this will usually show its latest progress.
If the tracking hasn't updated for several days or you're concerned that your parcel may be delayed or missing, please get in touch with us with your order number and we'll take a look for you.
If necessary, we'll raise an enquiry with Royal Mail on your behalf and work through the appropriate next steps with you.
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▸ My tracking says delivered but I haven't received my parcel. What should I do?
Royal Mail Tracked 48 is a very reliable service and thankfully problems with deliveries are rare. However, occasionally a parcel may be marked as delivered when you can't locate it.
If this happens, please check the Royal Mail tracking information first. This may include a photograph of where the parcel was left and a map showing the GPS location where the delivery was scanned.
Please also check around your property, any usual safe places and with your immediate neighbours in case the parcel has been left nearby.
If you still can't locate your parcel, please get in touch with us with your order number. We may ask you to confirm whether you recognise the location shown in Royal Mail's delivery photograph and GPS information and whether you have checked with your immediate neighbours. Royal Mail usually requires this information when we report a parcel as missing or potentially misdelivered.
Once these initial checks have been completed, we'll raise an investigation with Royal Mail where appropriate and take the next steps from there.
Please don't worry, we'll work through the process with you and make sure the situation is resolved. We simply need to complete the initial checks and allow Royal Mail the opportunity to investigate what has happened before determining the appropriate next steps.
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▸ Do you ship internationally?
Yes, we ship to many countries worldwide.
Delivery times vary depending on the destination and shipping service selected but typically take between 5–22 working days.
Please note that any import duties, import VAT, customs charges, taxes or carrier handling fees applied when your parcel enters your country are the responsibility of the customer. These charges are set by your country's customs authority and, where applicable, the delivery carrier. They are not included in the price of your order or the shipping cost paid at checkout and we have no control over them.
Due to recent changes to European import procedures, we have temporarily paused shipping to certain European destinations while we review the most reliable and transparent way to serve customers there. As a small independent business, we never want our customers to receive unexpected import or administration charges that we cannot accurately predict in advance.
If we are temporarily unable to ship to your country, this will be clearly shown at checkout. We hope this is only temporary and appreciate your understanding.
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▸ What is your returns policy?
You can find full details of our Returns & Refunds Policy here.
Please note that earrings, custom-made items and specially sourced products are non-returnable.
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▸ I've placed two orders. Can they be combined?
Yes.
If we spot multiple orders from the same customer that can safely be packed together, we'll combine them wherever possible, or you can leave us a note at checkout where prompted, and we can marry them.
There's no need to contact us unless the orders were placed under different names or delivery addresses.
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▸ What’s your packaging like?
Almost all of our packaging is recyclable and we avoid unnecessary plastic wherever possible.
If we use bubble wrap, it has been reused from packaging sent to us by our suppliers rather than bought new.
Your parcel may look a little more rustic than traditional gift packaging, but everything is wrapped carefully to protect your crystals while keeping waste to a minimum.
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▸ Can I send a gift?
Absolutely.
Simply leave a gift message where prompted at the checkout and fill in the recipients address also.
We don't offer a separate gift-wrapping service, but every order is carefully presented in our usual sustainable packaging.
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▸ What if my item arrives damaged or something is missing from my order?
We pick and package every order with great care but very occasionally an item may be damaged in transit or something may appear to be missing from your parcel.
If you believe something is missing, please first have a thorough check through the box and all of the packaging. We use eco-friendly packing materials and occasionally smaller items can become tucked into or hidden amongst the packaging.
If an item is damaged or you still believe something is missing, please contact us as soon as possible with your order number and clear photographs of everything received, together with the box, internal packaging and shipping label. If an item has arrived damaged, please also include photographs clearly showing the damage.
Please keep all of the original packaging while we look into this. We take the picking and packing of our orders very seriously and missing items are extremely rare, so photographs help us understand what may have happened and, where necessary, make a claim with the delivery carrier.
Please email us at: hello@moonandearthcrystals.shop
Once we've reviewed everything, we'll come back to you with the appropriate resolution.
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▸ How consciously sourced are your products?
Conscious sourcing is an important part of how we work at Moon & Earth.
We carefully select our suppliers, favouring small, family-run businesses and established relationships wherever possible. We ask questions about the origins of our crystals and make thoughtful purchasing decisions based on the information available to us.
We also recognise that the crystal supply chain can be complex and that complete traceability isn't always possible. Rather than making blanket claims about ethical sourcing, we believe in being transparent about what we know and honest about what we cannot independently verify.
Our commitment is to keep learning, asking questions and making the most responsible choices we can.
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▸ Are your crystals genuine? Do they come with a certificate of authenticity?
Yes. Every crystal we sell is genuine and natural unless clearly stated otherwise. For example, if a crystal has been heat treated, stabilised, dyed or enhanced in any way, we'll always tell you within the product description.
One question we're asked regularly, particularly about Moldavite, is whether our crystals come with a certificate of authenticity. The simple answer is no.
There isn't an official, internationally recognised certification scheme for most crystals and minerals. This means there is no recognised governing body issuing certificates of authenticity for the vast majority of crystals sold. Because of this, certificates can be created by anyone and don't necessarily prove a crystal is genuine.
Instead, we believe the most meaningful assurance is knowing exactly where your crystal has come from.
Building trusted relationships with our suppliers has always been at the heart of Moon & Earth. We work with people we know and trust, many of whom buy directly from mines or visit the mines themselves. In the case of our Moldavite, we work with a geologist who personally sources it from the Czech Republic.
If we aren't confident in a crystal's authenticity or provenance, we simply don't buy it.
If you'd like to learn more about how we source our crystals, you may find these guides helpful:
• Ethical Moldavite Sourcing
• Madagascar Crystal Sourcing & Ethics
• The Journey of Crystals: From the Earth to Your Hands
You'll find all of these in the Learn & Guidance section of our website.
If you ever have questions about a particular crystal, please get in touch. We'd always rather answer your questions than have you buy with uncertainty.
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▸ Will you be getting more stock?
Some of our crystals return regularly, while others are one-off pieces or sourced in very small batches.
Where possible, we'll indicate on the product page if we expect an item to return. Unfortunately, we can't guarantee that an identical piece will become available again but do keep a look out.
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▸ Can you give me advice on which crystal to choose?
Yes, I’m always happy to offer guidance if you’re unsure and I also encourage you to trust your own intuition. Often, the crystal you're most drawn to is exactly what you need.
There are also plenty of free resources and guides available on the Learn & Guidance section of our website to help you get started on your journey.
To support your journey, we’ve created a range of free resources, including:
• Choosing Crystals
• Welcoming a Crystal to its New Home
• How to Set Intentions with Crystals
You’ll also find a growing Browse by Intention section, with collections covering themes like anxiety, courage, grounding, love, protection, and more.
Just head to the MAIN menu on our homepage and follow your curiosity, in my opinion, that’s half the magic. You never know what might catch your eye or speak to your soul.
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▸ I'm not sure which crystal to choose. Where should I start?
There isn't a right or wrong way to choose a crystal. You may feel naturally drawn to a particular stone, or you may prefer to explore according to the support you're looking for. Both are equally valid.
If you're new to crystals, a wonderful place to begin is our Start Here section on the homepage, where you'll find our Everyday Crystal Essentials collection, featuring some of the crystals our community return to time and time again for everyday support.
You can also explore our collections in the main menu by:
Intention
Crystal type
Shape
Colour
Chakra
If you'd like to deepen your knowledge, our Learn & Guidance section is filled with free articles covering topics such as choosing your first crystal, setting intentions and working with crystals in everyday life.
Every product listing also includes detailed descriptions, measurements, professional photographs and information about why we chose that particular crystal.
Take your time, explore with curiosity and trust yourself. There is no perfect crystal, only the one that feels right for you in this moment.
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▸ Do you offer custom crystal bracelets?
Yes, we can often arrange custom crystal bracelets in different wrist sizes, bead sizes and crystal types through our trusted jewellery maker.
Simply email us with:
the crystal you'd like
your wrist measurement
your preferred bead size (4mm, 6mm, 8mm or 10mm)
whether you'd like plain or faceted beads
We'll check availability and provide a quotation before you place your order.
Custom bracelets usually take around two weeks, although this can vary depending on crystal availability.
As every bracelet is made especially for you, custom orders are non-returnable.
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▸ Are your products a substitute for medical advice?
No. Crystals and rituals are supportive tools for emotional and energetic wellbeing, but they are not a replacement for medical or psychological care. Always consult a professional for health concerns.
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▸ How do I know what size my crystal will be?
Every product listing includes measurements and, where appropriate, weight, alongside professional photographs.
Please check these carefully before ordering.
Some listings are for the exact crystal photographed, while others are intuitively chosen from a batch. This will always be clearly stated on the product page.
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▸ Crystal Sensitivity Disclaimer
All of our crystal jewellery is made from natural stones and materials. In rare cases, some individuals may experience skin sensitivity when wearing certain crystals, particularly carbon-rich stones such as Shungite. If irritation occurs and does not ease after cleansing the crystal, we recommend discontinuing wear. Crystals can still be kept nearby to enjoy their energy without direct contact on the skin.
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▸ Moon & Earth Circle Membership
Our much-loved Crystal of the Month Subscription is evolving into Moon & Earth Circle, opening in December 2026, ready for a new chapter in 2027.
For the first time, there will be two ways to join:
Crystal Curation Membership – Receive a thoughtfully curated collection of crystals each month, alongside access to our workshops, guided meditations, spiritual resources and community.
Circle Membership – Enjoy all the same workshops, resources and community, without a monthly crystal delivery. Perfect for those who already have a collection of crystals they love, or simply wish to explore at their own pace.
Moon & Earth Circle welcomes new members just four times each year, around the seasonal turning points:
Spring Equinox
Summer Solstice
Autumn Equinox
Winter Solstice
You can discover more about Moon & Earth Circle and join our December interest list here.
A note about our complimentary crystal workshops
As part of this transition, we're phasing out the complimentary Working with Crystals workshops previously offered with purchases.
From 2027, our monthly workshops will become part of Moon & Earth Circle, available to members of both our Crystal Curation and digital-only Circle memberships.
You may still see references to our complimentary workshops on some older product listings while we gradually update them. Thank you for your understanding as we make these changes.
Already a subscriber?
If you're an existing Crystal of the Month subscriber, there's nothing you need to do. Your subscription will automatically become part of Crystal Curation Membership, and your current subscription price will remain unchanged.
For questions about your membership, workshops, deliveries or account, please visit our Crystal of the Month Subscription FAQs.
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▸ A little note from us
We're a small, heart-led business run by just the two of us, wife and husband, doing our best to offer meaningful, high-quality service while raising our family and staying true to our values.
One of our core values is doing things well rather than simply doing them quickly. We believe in taking the time to be intentional, whether that's carefully hand-selecting each crystal, thoughtfully packing every parcel or taking the time to read and personally respond to every message.
We choose quality over quantity in everything we do. While we always aim to dispatch orders and reply as promptly as possible, we kindly ask for your patience and understanding if things occasionally take a little longer. We truly believe that some things are worth taking the time to do properly.
Thank you for being part of our journey. Your support means the world.
Katie & Paul xx