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Orders & Delivery

How do I place an order?

Our website is 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 be 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.

Is it possible to add something to my order once it has been placed?

Please get in touch with customer service, your order may be processed and we are unable to do this once it has been wrapped and labelled.

I have placed more than one order, can this be shipped together?

This is not a guaranteed service we offer. If a packer has identified two packages once notified and it is going to the same address (within the UK) we may be able to do this. However, it is not guaranteed. Please get in touch with Customer service ASAP if this is a requirement.

Can I change my delivery details once I have placed my order?

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.

I have been charged more than what I have paid for?

If you are an international customer outside of the United Kingdom, you must check currencies before placing an order with us, our company is GBP, so it is up to you to check your currency rate, any other small additional charges may be from your card provider and we are not responsible.

When should I place my order?

If you need a 24 or Next Day delivery you must be placing your order before 11 AM between Monday-Saturday to receive this the next working day. Our dispatch time is 24-48 hours for 2nd class orders excluding weekends.

I am an international customer my parcel has not moved is this normal?

That is 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 successfully passed the next depot. 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 check our CN22 and CN23 (declaring goods) on what is being passed through their country. Unfortunately, we are not liable for the time frame customs take to release your parcel.

I have received faulty/damaged goods, 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 just in case your order has been tampered with, in this case, we will have to open an investigation with the courier. For incorrect items, you must send us your order number and a photo of the incorrect items that were sent out via our contact page.

Can I cancel my order?

If you wish to cancel your order, please let us know asap to avoid our packers picking and wrapping the items for the order. If it has been processed by our staff, unfortunately, it is too late. We allow 24 hours for a cancellation.

Crystals & Products

Indigenous tribes should only use white sage as it is endangered so why do you?

We are Shipibo Shamans. we work with white sage as it is a master plant to us, white sage is not endangered when it is sourced from other shamans/natives as it controlled and reseeded back into the earth. This is the respectful procedure we follow strictly. We use this for our clientele healings, ceremonies and cleansing rituals. It is a vital plant for shamans to use as well as other plants for medicinal and healing purposes.

What does A/AA/AAA Grade or X Quality mean?

We list the crystal quality this way so you can understand which grading we are offering for that particular item.

Am I recieving what is shown in the photos?

Most of the time yes, we offer a wide variety of photos on each product so you can see what you will averagely be receiving and also the options you could be receiving with specifications. 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.

Are you able to source crystals or products for me that is not 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.

Do you send labels and descriptions for crystals?

Unfortunately, we don't offer this service due to the large variety we hold. However, we are working on PDF downloadable printing cards for our customers to download after their purchase.

Returns & Other

Do you offer returns?

The Mystic Wolf offers Store Credit for a "Change of Mind" return. If made within 7-days of delivery. Customers are responsible for the return shipping cost for change of mind returns. Returns need to be mailed within 1 week after we communicate about the issue. If any item is faulty or significantly different than described, please contact us to arrange a return. If the item is deemed to have a manufacturing fault, a replacement can be issued first. A refund will be issued if we cannot replace the item. Return postage of items with faults will be reimbursed upon receipt.

My order has not arrived and I want a refund

On the rare occasion, we hate to hear about a parcel that may have been lost on the way to you. However we are more than happy to help you, we will always speak with our couriers and if we do not have any luck we will open an investigation. Some parcels may turn up during this time but if it is a lost parcel we will submit a claim against the courier. We can only help customers who have paid for a tracked and covered service. We are not liable for untracked orders as we have provided both options at your own risk.

Where are you based and can I visit you?

We are an online store. But we do attend large UK wellness events which we will always share with our customers. But we do have some very exciting news coming...

COVID19 & UK Restrictions

What is happening with my order?

We are still processing orders as normal, however, we have reduced staff coming in to pack/wrap and most staff are operating from home. We do have a backlog of averagely 5-10 working days. Our friendly customer service team will be available from Monday-Sunday to answer any queries or provide updates on your package.

My package has been dispatched but no updates are showing on my tracking?

Please allow up to 24 hours for tracking details to show. Sometimes our labels and tracking numbers are uploaded to your order receipt early. This means they will be collecting the following morning or it will be scanned later in the day at the depot. After this period please get in touch with us if there your tracking is not working.

How long will it take to receive my package once it has dispatched?

Royal Mail are following the same procedures as most businesses. They have working restrictions and some depots are flooded with packages, not all but larger areas of the country may take longer to pass through the packages. We are estimating 2-14 working days.

International is still the 30 working day period please do allow time for all countries customs as the Brexit has caused many changes with the UK for shipping.

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