Frequently Asked Questions

Orders & Payment

What should I do if I want to order?

Our website is designed to make your shopping experience easy with us. We have specifications, crystal details, high quality photos under each item. You may choose from our general listings or sold as seen items. You must add your products and quantities 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. Follow the page to checkout and you will follow instructions to making a purchase. Please make sure you have checked your personal details and shipping address before submitting.

Can I order by phone?
Payments can only be made through our website. We do not take any card details or telephone orders. We accept all credit/debit cards including google, apple and shop pay. You may take advantage of our buy now pay later plans with Klarna, ClearPay & LayBuy.
What happens once I place my order?
You will be sent an order confirmation as soon as your order is placed. Please check your email inbox before submitting your order and your spam/ junk mail. Your order will then be processed for picking and packing from our team. Once the order is packaged we will then send you a tracking number and dispatch email of your order.
I have been over charged?
If you are an international customer outside of the United Kingdom, you must check our currency converter before placing an order with us. Our company is set in 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.
I would like to use buy now pay later
This is not a guaranteed service. You may find these options at the checkout page to see what options are available. We do not process these orders ourselves; the payment provider will do a soft credit check on your borrowing to see if you are eligible.
My order has not gone through
Orders are run through high-security checks to prevent any fraudulent behaviour. If any payment details have not been correctly filled out or suspicious data/usage has been detected, this may be the reason why. If you are unsure and wish to place an order, you can get in touch with our customer service team, who will run through the process with you to ensure your details and information is correct.
My order is damaged/broken, what do I do?
You must contact us immediately if your item is faulty. We must see all the original packaging, the printed paper invoice and the damage to the product via photos taken in natural daylight. 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, as this will have details on the packers, the number of items, and counted packages. We cannot proceed without seeing if your order has been tampered with. In this case, we will have to open an investigation with the courier. You must send us your order number and a photo of the wrong products for incorrect items, including the external packaging sent out to you. Please get in touch with our customer service team. Please see Returns Policy for more information.

Returns & Delivery

How does BREXIT effect my order?
The UK and the EU reached an agreement on how to trade (the Trade and Cooperation Agreement). It entered into force on 1st January 2021. When receiving goods from us from the UK. The recipient may have to pay customs or VAT charges and a handling fee in the receiving country before they can claim the parcel. These charges will depend on the country they are receiving goods from. For goods over £39-£135 and over. Royal Mail may collect the VAT and customs duties on behalf of HM Revenue & Customs (HMRC). from the recipient prior to delivery.
Where do you ship?
We ship to 95% of countries from the United Kingdom only, due to customs and brexit we cannot send to (India, Mexico, Brazil, Morocco etc.) If you do not see your country listed on checkout it may be for these reasons. Please feel free to ask.
How long will my order take?
We dispatch orders Monday-Friday, we aim to dispatch within 1-3 working days. After your order has been dispatched, it can take 2-7 working days within the UK. International orders are usually 5-30 working days due to the new Brexit rules within the UK.
I have an incorrect address
Please contact our customer service team ASAP. They will need to make changes to your order receipt and our courier system as this generates automatically. If your order has been shipped and the address is incorrect, we are not liable.
I have an incomplete order and wish to add items?
Please get in touch with customer service to see if they can change items for you. Any large changes may result in your order being cancelled. This means you can replace the correct order. If your order isn't within our processing times, unfortunately, we cannot make any changes or cancellations.
Missing Item(s) in my order?
We are extremely sorry if your order has received missing contents. Our team do their best to ensure all items are in the package. Please get in touch with our customer service. They will be happy to help you. On some occasions, an item may not be there due to quality or out of stock. The team would have processed a refund which can take up to 10 working days to appear on the original payment method. You must keep the delivery box and paper printed invoice for when you notice you have any items missing as we will require a picture of these for our investigation to help you with your claim. We cannot process a claim for your order without the delivery box and paper printed invoice available for photos. Before getting in touch with us, please ensure that you empty the packaging before reaching out to us to ensure any small packing has been located beforehand.
I have multiple orders, can you combine them?
Depending on how busy our team is, this is not a guaranteed service. However, please feel free to get in touch with our friendly customer service team, they will be able to give you more information.
I live outside the UK, my item is not moving in transit?
This can be normal; 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 delivery to depots; the package will be scanned once they have successfully passed the next check-point. It does depend on which part of the world your order is going to. We also would like you to know that customs can hold on to parcels for some time. This is just so they can do their 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 would like to cancel my order, is this possible?
Of course, If you wish to cancel your order with us please let us know ASAP by contacting our customer service team 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 1 hour after you have placed an order for cancellation.
Do you offer returns?
The Mystic Wolf offers for a "Change of Mind" return, but you will not be refunded the shipping or return cost. You can only return items that are unused and in the same condition that you received them if made within 14-days of delivery. Customers are responsible for the return shipping cost for change of mind returns. Returns need to be mailed within 14 days 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. Please see Returns Policy for more information.
How do I ship back to you?
You must get in touch with our customer service team for this information.
My item has not arrived. I would like a refund or a resent package of my goods?
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. UK; after 14 working days of delivery we can do this for you, international is 30 working days. Please contact us if you come across this issue.

Questions about our crystals?

  1. 1.How many crystals do I receive?

    All of our descriptions state each sold separately under the specifications tab. This means 1 item per 1 quantity amount. If you are purchasing from our Specimen or Sold as seen range, you will then receive the exact product that is displayed in the photograph.
  2. 2.Indigenous tribes should only use white sage as it is endangered so why do you?

    We are certified Shamans; we work with Californian white sage as it is a master plant to us, white sage is not endangered when it is sourced from other shamans/native tribes. This means 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.
  3. 3.What does A, AA, AAA and X Quality mean?

    We list the crystal quality this way so you can understand which grading we are offering for that particular item. Anything under A Quality is considered a low quality stone.
  4. 4.Will I be receiving the items in the photos?

    Crystals are very unique individually however our Raw and Tumbled Stones are displayed in the widest range we can possibly show you. You may find additional details in our specifications. Items that are listed as "Sold as seen" means you will get that unique item. We now offer small, medium, large and XL in most of our products.
  5. 5.I would like to request something not online, can you source other products?

    Yes we can help you! A lot of our customers ask us to shop for them as they trust our sources and transparency about our products. You can contact us through our email for further information.
  6. 6.Do you send description cards with crystals?

    Unfortunately, we don't offer this service at this stage. This is because of the current situation we are in, we do not have the correct facilities to do so. We are hoping to bring something forward in the near future.
  7. 7.here and how are your minerals and crystals sourced? How do you know they are real?

    We follow a stringent ethical policy, which can be found on our website footer menu. We work with specific suppliers, miners/small family-run businesses. to ensure goods are coming from mother earth; to us and straight to you. Any items that are dyed, enhanced, or artificial will be stated in the description or product title and how. We want you to know what you are buying, so all items are listed with origins, compositions and formulas.
  8. 8.here and how are your minerals and crystals sourced? How do you know they are real?

    Our team have had many years of experience with identifying genuine or artificial crystals & minerals. If you are unable to run a hardness test feel free to get in touch with us to see if we can offer any advise or support to your concerns, some crystals are difficult to identify via photos/video and we may not guarantee an answer.
  9. 9.Do you have a Physical Store I can Visit?

    We currently do not have a physical store for you to visit us as we are currently only an Online Store. We may open up a store in the near future, follow our social media pages and sign up for our newsletter to get the latest information about our new products and a notification of if and when we open up a physical store.