Question 1

How long will it take to Process my Order?

Accepted Answer

On orders including candles, processing time is 1-2 weeks before dispatch as we make all candles to order.
On orders without candles, we try to ship in 3-5 business days depending on the time of day (or night) you place your order.

Question 2

Do you ship Internationally?

Accepted Answer

Currently, we do not; due to many issues with regulations and tariffs, we currently only ship within the UK (excluding Northern Ireland). We hope one day soon, this will change.

Question 3

How are Orders Packed?

Accepted Answer

Depending on the size of the order, it may come packaged in a few ways.
 
For single oils or fabric poppets 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.

Question 4

How are Orders Shipped?

Accepted Answer

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.

If a week after notification of dispatch, your order hasn't arrived. Please check your local sorting office to see if it has been delivered there, we commonly find this is where parcels end up. If it has not, please contact us at: thewitchsheart@outlook.com and we will do what we can to resolve the issue.

Question 5

Are orders Discreetly Packaged?

Accepted Answer

All our orders are packaged in plain brown boxes, the only display of where the parcel came from, is found in the return address on the back. You can request discreet packaging as required.

Question 6

When will my Order Arrive?

Accepted Answer

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 strikes and around Christmas, this can extend delivery times.

If your order hasn't arrived within a week, please check your local sorting office, as it may have been sent there.

Question 7

What if my Order has been Sent back to you?

Accepted Answer

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.

Question 8

Refunds and Returns?

Accepted Answer

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.

To get in touch, contact us via: thewitchsheart@outlook.com

Question 9

Do you have a Physical Store?

Accepted Answer

At the moment, we don't have a physical location, our products are available via the website, our Etsy store as well as the occult markets and MBS shows we attend around the UK.

Question 10

Do you have any Reviews?

Accepted Answer

We do, on the right hand side is a small tab titled Reviews, we also have reviews on our Etsy store.

Question 11

Candle Safety

Accepted Answer

We offer a large range of candles in store and candle safety should always be used with candles, whether they are for aesthetic or ritual use. 
- Please do not leave burning candles unattended. 
- Ensure all candles are burned in a secure container, or are fully secured before being burned.
- Be sure to trim the wick to 1cm in height before you burn any candle. 
- Do not burn near flammable objects or fabrics and furnishings. 
- Keep out of reach of children. 
- Be sure to snuff out candles, rather than blow. 
- If using a novena or herbal candles, the herbs can catch on fire, if this happens, snuff out the candle and re-light, just the wick. 
- Do not let the candle burn down completely, always allow 1cm remaining to avoid burning the surface they are on.

Question 12

Spellwork Disclaimer

Accepted Answer

While we offer spell kits and spell ingredients, spellwork success cannot be guaranteed. This is found across all of witchcraft, as the workings performed, spirits and situations these items are applied to will hugely alter the potential outcome, and so no working is ever guaranteed. 
 
Legally, all items are sold as Curios but curios I use within my own craft.

Question 13

Do you offer wholesale?

Accepted Answer

We currently do not offer wholesale on our products. 
Everything we make is done by hand, in small batches.

Witch's
Heart

The

Frequently asked questions