Damage or returns policy:
Damages or returns:
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Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be times when there is a need for a refund or a replacement.
The following information explains our returns and replacement policy, however, if you need any further advice, please contact us via email at info@moonstonecrystals.co.uk
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An item(s) has arrived damaged or faulty:
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In the unfortunate event that an item has arrived damaged or faulty, you must contact us within 15 working days from the dispatch date via e-mail at info@moonstonecrystals.co.uk or phone 01794 522021.
Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions. We will send out a replacement and cover the delivery cost or provide a refund.
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An incorrect item had been received or items are missing:
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In the unfortunate event that an incorrect item has been received or there are items missing from your order, you must contact us within 15 working days from the dispatch date via e-mail or phone.
Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions. Refunds will be processed after the inspection of a returned product.
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You have changed your mind:
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In the unfortunate event that you are not entirely happy with the product once you’ve received it, you must contact us within 15 days of dispatch via e-mail or phone.
Once we have received your return request, we will send you an email with information on what to do next. Please do not return any item(s) to us until we have provided you with further instructions. Refunds will be processed after the inspection of a returned product.
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You have not received your order:
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In the unfortunate event that you have not received your order, please contact us via email or phone. Please allow up to 5 working days for delivery before reporting a missing order.
Once your claim has been confirmed, a replacement order will be sent within 28 working days with us covering the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times.
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Need advice?
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For further advice, please send an email to info@moonstonecrystals.co.uk and we'll be happy to help. All emails are responded to within 48 hours (during working days Monday – Friday 10:00 – 17:00). Moonstone Crystals reserve the right to change this returns policy at any time and use discretion when providing refunds and replacement goods. It is important that you check your order or items upon receipt and contact us as soon as possible if you have any issues.