We accept all major debit and credit cards as payment, including Visa and Mastercard. We also accept payment via Apple Pay.
Unfortunately, we are not able to process orders using cheques or postal order.
Ordering
What Payment Methods Do You Offer?
When Will My Order Be Dispatched?
We aim to despatch all orders we received before 3pm Monday to Friday on the same day. Orders placed on a Saturday or Sunday will be despatched on Monday.
Can I Cancel My Order?
If your order has not been processed, we may be able to cancel your order before it is despatched. Please email us using our contact form here stating your order number, address and issue. If your order has already been despatched, please follow the returns procedure and we will sort out your refund as soon as we receive the items back.
Returns
What If I Want To Make A Return Or Exchange?
We offer a 30 day no quibble return policy from the date that you receive your order, provided that the goods are returned in a saleable condition. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.
We are happy to refund or exchange your order, but we cannot issue credit onto your customer account at this time.
How Do I Return An Item?
If you are unhappy with your goods, you can return them for a full refund, providing they are in a saleable condition, within 30 days of receipt. Please remember to include a brief note to explain the reason for return.
The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing. Please send them to:
Alchemistal Ltd
31 Turnpike Way
Wolverhampton
WV9 5HY
If you require an exchange, make sure you include details of the product you want in your returns parcel.
When Can I Expect My Refund?
Once we have received your item, we will process the refund. This should appear on your bank statement within 5 working days.
My Item Is Damaged, What Do I Do?
Should you receive a faulty item, please email us using our contact form here and state, "Damaged Item in order" and we will be more than happy to reissue your postage costs and offer you either a full refund or a replacement.
How Do I Exchange My Item?
Please email us using our contact form here and state, "Return and item" and we will be more than happy to exchange your item for you. Once your item has been returned to us, we will send your new item to you.
Delivery
What Is The Cost Of Delivery?
The cost of delivery is a flat £2.99 to anywhere in the UK and if your order comes to more than £20, delivery is free to UK mainland addresses. Worldwide shipping starts at £7.99. For more information, please visit our delivery information page.
When Can I Expect My Delivery?
Our UK orders are sent out by Royal Mail 1st class delivery. Please allow for 3-5 working days.
UK - Orders should arrive with 3-5 working days.
Europe – Orders should arrive within 5-7 working days (excluding day of despatch).
USA and Canada – Orders should arrive within 7-10 working days (excluding day of despatch)
Rest of the World – Orders should arrive within 10-14 working days (excluding day of despatch)
I Haven't Received My Order - What Can I Do?
- If your order has been despatched but hasn't arrived within the expected time period, please email us using our contact form here and state your order number, address and issue. We can also be contacted via our Instagram page and Alchemstal chat option.
Other
Where Do I Put My Discount Code?
- Once on the Checkout page, on the right-hand side below your items, there is a box for your code. Simply type in the code, click ‘Apply’ and your discount will be deducted from your order.
What Are Your Opening Hours?
Orders can be made on the website 24 hours a day, 7 days a week. If you send us an email, we will look to reply to you within 4 hours unless it is a weekend, when we will respond to your email on Monday.
What Is Your Ethical Policy & Are Your Crystals Real?
Alchemistal have a policy that ensures you, as a customer can shop with us with confidence, knowing that we have fully researched our supply chain. We only deal with mines, providers and suppliers that have a strong ethical policy in place, which avoids the use of child labour, operates a fair-trade policy and are against testing products on animals. We also ensure that all products we source come from sustainable supplies
Yes - we only stock genuine crystals and work with trusted suppliers to ensure authenticity.
Yes - we only stock genuine crystals and work with trusted suppliers to ensure authenticity.