Frequently Asked Questions

Orders

Do you ship Internationally?


We do ship to Europe, but not beyond due to shipping fees and restrictions. International shipping is based on weight and we cannot ship more than 2kg internationally. If you are after a large size or quantitiy of items, please make two orders. Upon checkout the website will let you know if she ship to your country. Please note that international shipping parcels will have a customs sticker on the box declairing the contents, in line with new EU regulations.




How long will it take to Process my Order?


Generally on all pre-made items we stock we will process and ship your order within 3-5 working days. Although processing times vary based on the time of day (or night) you place your order and whether it goes over weekdays or weekends. On our beeswax candles and custom items such as spell candles are are made to order and can take 1-2 weeks to process depending on the number of orders we have to process. We will always try to process and ship your order as quickly as possible, whilst still maintaining our high standards.




Refunds and Returns?


We offer refunds if an item has been damaged in the post, if the item has not arrived to you within 20 days UK, (international orders up to 40 days) or if you have received the wrong item. We need you to contact us within 14 days of receiving a broken or incorrect item and we often ask for images of the item so we can see what went wrong. We may ask for the item to be returned to us and will either offer an exchange for a replacement item or a refund for the item depending on what we have available.




Why is 2kg international shipping so expensive?


Unfortunately, we are unable to ship anything over 2kg internationally (royal mail rule), but our website won't let us remove the 2kg and above option. If you would like a large number of items, please split them into two orders and they will be split into two parcels.




How are Orders Packed?


Depending on the size of the order, it may come packaged in a few ways. For single crystals and single oils your package may come in a padded envelope. For anything larger, orders are posted in a cardboard box, with tissue paper and biodegradable starch filler so it's environmentally friendly.




What if my Order has been Sent back to you?


When ordering it's important to double check your address is complete and correct, incorrect addresses can cause parcels to be shipped back to us. If you have added an incorrect address to your order, or have failed to collect an item from a depot after an attempted delivery, we are happy to send your order again but additional shipping fees are required to re-send the parcel. If you are concerned about an order being returned and it has not yet been delivered, it may be worth checking your local depot to see if it is there.




When will my Order Arrive?


Generally we ship orders within 3-5 business days on standard items, and within 1-2 weeks for custom beeswax candles. Once dispatched we have no control over how long an order can take to arrive. In the UK it is estimated to take 3-5 business days, however high postage times such as during the Pandemic and arround Christmas, this can extend delivery times.




How are Orders Shipped


UK orders are dispatched 2nd Class Royal Mail delivery. This does not have a tracking number but is estimated to 3-5 business days to arrive. International orders are shipped either Royal Mail Standard £20 Insurance or Royal Mail Tracked and Signed for £50 Insurance.




Will I Incur Customs Fees?


If you are ordering from outside the UK, your order may inclur customs charges. This is out of our control and may happen to any parcel depending on the laws and customs regulations within your country. Please take note of how much this might be before you place an order.





Mystery Boxes

Are there Subscriptions for the Mystery Box?


Currently we do not offer subscriptions for our Monthly Mystery Box. They are all first come first served. In the past we did have a subscription box but found that the flexibility of a monthly box as a single purchase had a better reception for our customers. If you would like to be ready for the box release, they are always made avaiable on the 18th of the month, check our social media for specific release times.




Mystery Box Pricing


The price of the boxes fluctuate depending on the number of items, the size of items and the general cost of putting it all together. Specialist boxes with custom pieces from artists and creators may be a little more expensive, but we try to keep them between £30-£40 depending on the box.




What to expect in a mystery Box?


Each box contents will surround the theme for the month. Inside will be 4-6 witchy items including a crystal that represents meaning for either the theme or the month. Examples of box contents includes: - Altar Kits - Spell Kits - Ritual Tools - Crystals - Herbal Items - Jewellery and so much more. To view previous boxes please view our mystery box page, instagram or other social media.




Mystery Box Returns and Refunds


Mystery Boxes work just like subscription boxes, you accept upon purchase that you do not know the contents of the box and a dislike of box contents is not suitable reason for a refund or return. Refunds or returns are accepted on damaged items, those that have been broken or damaged in the post, or items that are non-functional due to manufactoring errors. For refunds or returns due to damage, non-function or breakage, please contact us within 14 days of arrival with photos of the damaged items. We can then either send out a replacement item or refund you the full or partial cost of the box dependant on the number of damaged items.




How many Mystery Boxes are Available?


Each month there are a small number of mystery boxes available, usually around 30-40 depending on the box each month. Boxes tend to sell out, so if there is a theme you enjoy, once they're sold out, I won't re-stock boxes.




Why are Mystery Boxes are Ordered Separately?


Mystery boxes have individual shipping because they are a self contained pre-order. Each mystery box are made up in their own packaging that suits the contents of that months box. We are unable to add additional items into the mystery box and so additional items need to be purchased in a separate order. If other items are purchased at the same time, we will contact you and arrange the shipping.




When can I buy a Box?


Boxes are released on the 18th of the Month for dispatch the following month. They do sell out quite quickly, so best to check on the 18th or 19th if you would like a box.




What are Mystery Boxes?


Mystery Boxes are our version of a monthly subscription box, but without the subscription. They are a box released each month, containing a collection of items surrounding a theme. Our boxes contain 4-6 items which may be crystals, herbs, spell kits, altar pieces and more, depending on the theme of that month.




When are Mystery Boxes Shipped?


All mystery boxes are pre-order for the following month. They are dispatched on the 15th of the following month or the closest working day after this date. So if you were to order a box on the 18th January, the box will be shipped on the 15th February. Once dispatched, you will receive a shipping confirmation email and tracking number if the order is tracked international.




How Long will a Box take to Arrive?


Once a box has been dispatched, we are unable to control how long it takes to arrive and is dependant on the postal system in your area. Generally UK boxes will arrive in 3-5 business days, though during the pandemic and Christmas delivery may take longer. International deliveries can take longer, sometimes arriving within 7 days, but they may take longer depending on backlogs and the services in your area.





Other

Do you have a Physical Store?


At the moment, we don't have a physical location. However, we do attend regular markets within the Midlands where you can come for a chat and have a look at anything in particular you are interested in. Follow us on Facebook or instagram for up to date notifications for which markets we will be attending, however, this year we have cancelled most events due to the pandemic.




Do you have any Reviews?


On the website itself we don't have a review section, although we do have lots of reviews on our Etsy store: www.thewitchsheart.etsy.com and on freeindex: https://www.freeindex.co.uk/profile(the-witch-s-heart)_651516.htm




Spellwork Disclaimer


All spells are variable, workings are dependant on many factors and their success is dependant. Because of this, although all workings are done by a practicing witch, it is important to note that all spells require munane effort and their manifestation time varies working to working we have to place a discaimer on spelled items so all customers know that the results of a working are dependant on each individual and the manifestation of the working varies. Legally all items are sold as Curios.





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