We're based in Lancashire, UK and at the moment we are online only. We do have plans to open a physical store in the future, but at present our shop space is not set up as a retail space.
We are based in the UK, but ship internationally as well. Please note international shipping is expensive, we will always endeavor to find the most cost effective way to ship.
Unfortunately Brexit has made life very difficult for businesses, and we have turned off EU shipping as a default as we did not want our customers to be hit with unexpected import and VAT duties. However we will happily arrange a custom order for you, please email us: firstname.lastname@example.org
We usually process orders placed before 12pm on the same day Monday - Friday. During busier periods it may take slightly longer.
Delivery time depends on where you are. Domestic post will depend on the shipping method you choose, 2nd class post can take up to a week to arrive, so we advise using 1st class or a tracked option if you need your order faster. Overseas deliveries can take anywhere from 7-30 days depending on local customs and import procedures. Delivery details will be provided in your confirmation email.
We use Royal Mail for shipping, and have a set price for postage & packaging in the UK.
Orders up to £30 value cost from £2.99 for 2nd Class, orders over this will be sent out Tracked which is from £4.99 so they are fully insured. Shipping upgrades are available.
International Shipping is calculated based on your country and the parcel value.
We don't offer free shipping as free shipping is never really "free" on any internet site. The cost of shipping will be built into each item price, so would mean that if you buy more than one item, that you end up paying shipping multiple times. We much prefer to charge a competitive price for our items, and charge only a single price for shipping.
We use Royal Mail for delivery within the UK, and their delivery partners internationally. International parcels over 2kg will be shipped via courier.
The HOLD ORDER shipping option allows you to build a box over a period of time, and get it all sent out at once, with a single postage cost which we invoice when you're ready to ship, or after a certain period of time. It is not free shipping, if you have used this option in error and would like your order posting out, please contact us and we will send you a postage invoice. For more information, please see the Combined & Hold Orders page here: https://thecitrinecircle.com/pages/combined-hold-orders
Yes, please refer to your dispatch email for the tracking number. Your dispatch email may be in your junk/spam folder. Tracked shipping options will have full tracking, normal UK 1st/2nd class mail tracking will show proof of delivery.
If you are international, the tracking number will take you through to the Royal Mail site, when your parcel is handed over to their international delivery partners there will be an option to follow through to their website and continue tracking.
In some cases for heavy or larger international parcels, we may need a phone number for the courier, in which case we will contact you for this before we dispatch your order.
As on online retailer, we find it really important to be as eco friendly as possible. Our top priority is ensuring your crystals arrive in perfect condition, but also in a way that has as little impact on the planet as possible. We use box suppliers who create our boxes out of recycled materials, our padded envelopes are from a Climate Neutral company who use FSC certified sources, we use tissue and paper instead of bubble wrap as much as possible, and where we do need to use it our bubble wrap is recyclable.
We are also partnered with Ecologi to aid in reforestation work focused mainly in Madagascar, every order placed helps us donate more money towards this. For more details, please see our dedicated website section here
We don't sell fake or dyed crystals such as dyed Howlite imitating turquoise, we do not feel it is right to mislead people into buying something which is not real. Dyed crystals can also fade or run over time. We do sell some manmade or man-altered crystals which are clearly labelled as such on each listing, these include:
Bismuth - is a natural element that has been melted and cooled to form the rainbow crystal structures
Goldstone - a traditional glass with copper flakes in that was invented in Venice in the 17th Century.
Aura Crystals - these are natural crystals, usually Quartz, that have been bonded with precious metals to create the iridescent "Aura" finish
Yes, if there is something you are looking for please get in touch and we will do our very best to help!
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly within 7 days of receiving your order and we’ll take you through the process. Sale items and some jewellery products are exempt from returns. For full details see our refund policy here: https://thecitrinecircle.com/policies/refund-policy