FAQ's

How do I place an order?
Our website has been designed to make your shopping experience easy with us. You must add your products to the cart that you wish to purchase, once you have finished you must go to your cart and check you are happy with what you are ordering, checkout and you will follow instructions to making a purchase. Please check out our delivery page here for more information on our delivery time frames. Orders can only be placed via our website. You can use Paypal, Credit or Debit and ClearPay. We DO NOT accept bank transfers. Once you have filled in the correct details we will immediately receive your order to start processing for dispatch, in the meantime an order confirmation will be sent to you to confirm your details and purchase that was made through us. Your email will notified with a dispatch confirmation once the parcel has left us. If you are having trouble placing an order you can contact us on our contact page here.

I forgot to add something to my order can I add something?
Yes you can add products to your order, you must contact us immediately for us to ensure we can get this sent with your order that was placed.

Can I change my delivery details once an order has been placed?
Only if you contact us immediately, once we have sent a dispatch email and sent you your tracking number we cannot make any changes unfortunately. Note: we will contact you if you have placed an order with a PO Box for an alternative address, our courier service will refuse to deliver to a PO Box.

I have been charged differently to what I have ordered?
If you are an international customer, you must check currencies before placing an order, our company is GBP based, so it is up to you to check your currency rate, any other small additional charges may be from your card provider.

When should I place my order?
Orders leave us at 12:30pm Monday-Friday. If you place an order before this your order will be dispatched the same day. Any orders after will not leave until the following day, which may affect your journey please see delivery page for more information here.


I am an international customer, when I check my tracking it is not moving. My order has been held for a while at one place, what is happening?
Thats absolutely fine, we are fully aware that orders can seem like they are not moving when you are checking through royal mail tracking, this is due to the airmail and delivering to depots, they will be scanned once they have reached the next stage. It does depend on which part of the world your order is going too. We also would like you to know that customs can hold on to parcels for some time, this is just so they can do there security checks and declaration on what is being passed through their country. Unfortunately we are not liable for the time frame customs take to release your parcel.

My Item is faulty, has missing items or incorrect items, what should I do?
You must contact us immediately, if your item is faulty we must see all the original packaging and the damage of the product, however each case is treated individually. If you have missing items you must show us your entire order exactly how it came, including the external packaging. We cannot proceed without this incase your order has been tampered with, in this case we will have to open an investigation. For incorrect items you must send us your order number and a photo of the incorrect items that were sent out to info@themysticwolf.com.


What does A, AA, AA Grade mean on some products?
When we use this term it is to show our customers the quality of the mineral, when products have this in there title it means that they are a higher quality than the standard AAA being the highest.

Am I receiving what is shown in the photo?
Most of the time yes, we offer a wide variety of photos on each product so you can see what you will be receiving and also the options you could be receiving. Please check our product descriptions as some may state "shapes and sizes vary and they are sold individually." Others that do not state this are unique products.

I want to buy something that I cannot see on your website?
Yes we can help! A lot of our customers ask us to shop for them, we can do this for you, please contact us so we can send you further information on sourcing that product for you.

Are your crystals genuine?
Everything we sell is checked by us before we buy, we hand pick all of our products to ensure you are receiving not just real crystals but high quality. We source all of our gemstones from all parts of the world, mostly from there origin, however there is a lot of minerals that can be found in multiple places. We choose our crystals intuitively for our customers when buying and sending out orders.

 Do you cleanse the crystals?
Yes! whenever we buy new crystals we cleanse them crystals with Sage or Palo Santo, we also perform singing bowls and play mantras to cleanse and raise the vibrations. Our Master Reiki healers also send Chi Energy to the crystals, so you will receive them cleansed, charged up and ready to go!

I would like to visit The Mystic Wolf, where can I find you?
We show our updates on our website home page and social media for all of our customers who want to visit our stall on where about's we are and what dates we are publicly open. Please note that Google and our contact us page states our office hours only.

International Heavy Orders over 2kg.
For large orders that are International please provide a telephone number on your order, this may be needed for the courier when they are out for delivery.

 

If you have any other questions please contact us at any time to info@themysticwolf.com. Someone will get back to you asap.