FAQ

In most instances yes, however we would like to point out that when you buy incense sticks from us, the pictures may show the display case - the actual item you buy will be only one of the packs in the display case. This will be clearly mentioned in the description of the product as well! All items are sold individually unless otherwise stated in the product description.

Most of our advertised crystals feature a representative library image of the item we offer. Since each crystal is a unique natural creation, the piece you receive may vary slightly in colour, pattern, or natural formations—adding to its one-of-a-kind beauty.

Are the products I receive individually labelled?

Your email receipt will have details of the products you have ordered, however it is not possible for us to individually label each item for identification.

We are always on hand to help, so if you cannot identify a product from referring back to the website you can email us: support@pinkmoondorset.co.uk using "item identity" in the subject line and we will be happy to help you. 

Delivery

What postal service do you use?

We offer 48 hour tracked by Royal Mail for all our orders. This is to ensure your order makes it safely to you. We also offer free UK delivery on orders over £100. These orders are also sent 48 hour tracked by Royal Mail. 

We are unable to offer worldwide shipping at the moment and only post to the UK. 

How long will it take to dispatch my order?

We carefully pack and send out weekday orders (Monday–Friday, excluding bank holidays) within 24–48 hours. If we’re extra busy, it may take just a little longer—but rest assured, your parcel is on its way with love.
Weekend orders are always posted by Tuesday at the latest.

I haven't received my order, what do i do?

If your order has been despatched but hasn't arrived within the expected time period, please email us at support@pinkmoondorset.co.uk adding your order number and  "missing order" in the subject line and we will look into it for you.

Returns

How do I return an item?

If you are unhappy with your goods, you can return them for a full refund, providing they are in a saleable condition, within 21 days of receipt. Please remember to include a brief note to explain the reason for return.

The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing. Please send them to:

Pink Moon Dorset Returns, Unit LB6-8, The Grainstore, Blandford Forum, Dorset, DT11 7EG

My Item is damaged, what do i do?

Should you receive a faulty item, please email us support@pinkmoondorset.co.uk. In the subject line please note your order number and "Damaged Item".  We will be more than happy to offer you either a full refund or a replacement item to included postage cost. Once received we will aim to respond within 2 working days.