Frequently Asked Questions

Ordering, Payment & Security

Can I pay safely by credit card?
Yes. We accept payments via Paypal - in which case we do not see any of your card details.

Do I need a Paypal account to pay by credit card?
No. When you click on the Paypal logo during the checkout process, you will be connected to the Paypal website. There you will be given the choice of logging into your account if you already have one or selecting to pay without an account (link on the lower left hand side of the Paypal screen). You will then be asked for to enter your name and shipping address, credit card details, email address and telephone number (Paypal is a secure site). After reviewing your information, you may choose to save that information by creating a Paypal account to make future transactions faster, but there is no obligation on you to do so.
Note that Paypal's fraud prevention measures remain in effect for buyers who use this checkout - Paypal applies the same techniques for this checkout as it does for other transactions.

Are there any issues I should be concerned about before ordering on-line?
Please note that we only accept orders from the United Kingdom.

Can I pay by cheque?
Yes, Cheques should be made payable to Soul Star Crystals & Organics and posted to Lilac Cottage, Mowbreck Lane, Wesham, Preston, Lancashire, PR4 3HA.

Please note that goods will not be despatched to you until the cheque has cleared through our account, which may take up to 10 working days. Postal Orders, while incurring a small charge by the Post Office, will result in quicker despatch.

Can I order by telephone?
We are currently unable to accept credit card payments by telephone. However, you may reserve items by telephone, providing we receive payment by cheque or postal order within three days of the order being placed.


Delivery

How long does delivery take?
We aim to despatch goods within two working days after receiving the order. In most cases, the goods should be despatched on the next working day.

How much will postage cost?
We charge a fixed postage and handling charge of £2.50 per order.

Where can you deliver to?
Anywhere within the United Kingdom. We do not charge extra for delivery to outside the mainland (e.g Scottish islands, Isle of Wight, Isle of Man).


Returning products

What do I do if my goods have arrived damaged?
We take every effort to ensure that our goods are carefully packed so that they arrive safely.
In the event that any item is damaged telephone or email us within one day of receipt, quoting the order number, item and description of the damage. We will then contact you with further instructions.

Can I return products I don't like?
Yes. We aim to ensure that our customers are totally satisfied. If you do not like the item, telephone or email us within one day of receipt, quoting the order number and item. We will then contact you with further instructions. Please note that you will be responsible for the return postage and any insurance against loss or damage. We will refund the cost of the item and delivery postage.

What if a product is missing when I receive my order?
Telephone or email us within one day of receipt, quoting the order number and missing item. We will then contact you with further instructions.


Privacy

Once I have ordered will I start receiving unsolicited emails?
No. We do not contact any customer unless responding to a query or order.


If things don't go right

What do I do if I have a complaint?
We hope that our customers never need to complain, but accept that mistakes can sometimes be made. If you have a complaint, please contact us by telephone or email as soon as possible and we will do everything we can to put things right.


General Questions

Do you have all the goods I can see on the site in stock?
The site is designed to indicate when products are out of stock. However it may be possible for two customers to order at the same time as an item runs out. In this case the first order to reach us will receive the product and we will contact the other customer as soon as possible.

Do you have other goods, not shown on this site, or can you source them?
The site aims to detail all our current stock, with new items being added as soon as possible after we procure them. If there are other crystals, or products similar to those shown on the site, that you are trying to purchase contact us and we will attempt to source them. We will acknowledge your request and keep you informed whether we can procure it or not.

Do you have a shop or catalogue?
We do not have a shop. Our catalogue is shown on this site.

How long have you been trading?
We have been trading at local Mind, Body and Spirit fairs and healing/open days for 3 years. This site opened at the start of 2009.

Do you sell wholesale?
No.


My Account

Do I need to open an account to buy from you?
No. We have no current plans to operate a customer account system.