Frequently Asked Questions
📦 Orders & Shipping
Where do you ship from?
All orders are packed and shipped from Kent, UK.
Do you ship internationally?
At the moment we ship within the UK. If you’d like international shipping, please message us and we may be able to help!
How long does shipping take?
Orders are typically dispatched within 1–3 working days.
Shipping time with Royal Mail is usually 2–5 days, depending on location and service chosen.
How much is shipping?
Shipping costs are a flat rate of £6.50 due to insurance and weight and being tracked.
Do you offer tracked delivery?
Yes — tracked delivery options are available at checkout.
💰 Payments
What payment methods do you accept?
We accept:
Credit & debit cards
PayPal
Apple Pay / Google Pay (if enabled on your device)
All payments are processed securely.
🔮 Product Questions
Are your crystals natural?
Yes — all our crystals are genuine, natural stones. We do not sell fake or lab-grown crystals.
Are your crystals ethically sourced?
We work with trusted suppliers and wholesalers who follow ethical and responsible sourcing practices. We’re constantly improving our supply chain to support fair trade and safe working conditions.
Do the crystals in the photos match what I receive?
For unique items, you will receive the exact piece shown in the photos.
For items sold by size/weight, you will receive a crystal that is very similar in colour, shape and quality to the photo.
Why does my crystal look slightly different from the photo?
Crystals are natural, so minor differences in colour, pattern, and shape are normal — and part of their unique beauty. Lighting can also affect how colours appear.
🎁 Packaging & Care
How are my crystals packaged?
Every order is wrapped carefully using protective packaging such as tissue paper, bubble wrap and padded mailers/boxes to keep your crystals safe during transit.
Do you include gift packaging?
If you’re buying a gift, you can leave a note at checkout and we’ll pack it beautifully at no extra cost.
How do I cleanse or charge my crystals?
There are several methods:
Moonlight charging
Smoke cleansing
Sound cleansing
Selenite charging
(Always research first — some crystals are sensitive to water or sunlight.)
🔁 Returns & Refunds
Do you accept returns?
Yes — if you change your mind, you can return your order within 14 days of delivery. Items must be unused and in original condition.
What if my crystal arrives damaged?
Please contact us within 48 hours with photos, and we’ll arrange a replacement or refund right away.
How do I request a return?
Just email us or use the contact form with your order number and reason for return.
📩 Contact & Support
How can I contact you?
You can reach us via:
Our website contact form
Email: Lydia@kentcrystalcabin.com
Instagram: @KentCrystalCabin
Facebook Kent Crystal Cabin
We aim to reply within 24 hours.
Do you take custom orders?
Yes! If you're looking for a specific crystal, size or shape, message us and we’ll do our best to find it for you.
Returns Policy
You have 14 days from receiving your order to return items for a full refund (UK consumer rights).
Items must be unused, in original packaging, and returned in a resalable condition.
Refunds are processed within 14 days of us receiving the returned item.
Customers are responsible for return shipping costs, unless the item is faulty or damaged.
For faulty or damaged items, please contact us immediately for a full refund or replacement.
Privacy Policy: We respect your privacy and only collect the information you provide when placing orders or contacting us, such as your name, email, and address. We use this data to process orders, communicate with you, and improve our services. We do not sell your information, but may share it with delivery or payment providers to fulfill your order. You can request access, correction, or deletion of your data and unsubscribe from marketing emails at any time. Our website uses cookies to enhance your experience. For questions, contact us at lydia@kentcrystalcabin.com