FAQs

We want to make sure you love what you buy! We offer returns and exchanges for 60 days on all Items must be unused and returned with undamaged packaging.

We offer returns and exchanges for 60 days at the cost of £2.99

To qualify for a return, your item needs to be unused and in the same condition as when it was delivered to you. It must also be in its original packaging.

If your product arrives damaged, please email us at info@moonchargedcrystals.com

with a short description of the issue, any relevant details from the courier, and a photo of the damaged product and, if possible, the packaging. This will help us work out the best way to assist you, which may include providing you with a pre-paid Evri label so the item can be dropped off at an Once your return has been received and reviewed, we will process your refund. The credit will automatically be applied to your original payment method, typically within a few days. 

We’re here to make this process as smooth as possible for you. If you have any questions, don’t hesitate to reach out. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returns with Klarna

Report a return to Klarna as soon as you’ve shipped the item back — doing so lets Klarna know the return is in progress and can temporarily suspend your invoice or payment plan while the return is processed. This helps you avoid late fees or other extra costs if the merchant hasn’t yet registered the return within Klarna’s payment period. To report a return, use the Klarna app or Klarna’s website and have your order number and return tracking handy; if you prefer, contact Klarna support or the store directly to confirm the return is registered.

You can also choose to pay the entire invoice now if you prefer. If you do, Klarna will process any overpayment as a refund once the return is registered and the merchant confirms receipt — refunds typically return to the original card or payment method, though timing varies by store and region. To check refund status or whether the return is registered, open the Klarna app or visit Klarna’s site for payment and return information, or contact Klarna support or the store directly for updates.

Quick steps to report a return and avoid extra costs:

Open the Klarna app or klarna.com and find the order under Payments or Purchases — use the app for the fastest updates.

Select Report return or Contact merchant, enter your order number and return tracking, and submit. This helps Klarna mark the return registered so your invoice or payment plan can be paused.

If the return isn’t registered within the expected timeframe, contact the store (or seller) and Klarna support via the app to show the return tracking — keep receipts and tracking info handy.

If you already paid, monitor your refund in the app; refunds may take several business days depending on the store, card provider or lending rules in your region.

Common questions

• What if the merchant hasn’t registered the return? Contact the store and ask them to confirm the return is registered with Klarna; if needed, contact Klarna via the app’s support section with your return tracking and order information.
• Will I be charged fees or interest? If you report the return promptly and the return is registered, Klarna can pause payments to help avoid late fees. Lending laws and store policies may affect outcomes, so check Klarna’s service / frequently asked questions / contact pages for regional details.
• How long until I get my refund? Refund timing depends on the store, your card or one-time card provider, and regional payment systems — check the Klarna app under Payments for information on refunds and the report return status.

If you have questions about buyer protection, the developer portal or operational status for platforms and appstore integrations, check Klarna’s help center and developer pages; for privacy or legal concerns (including California privacy choices/advertising) consult Klarna’s legal and privacy information or contact authorities if necessary.

Need to act now? Open the Klarna app, report the return or contact the store to ensure the return is registered — doing so helps suspend payments and speeds up refunds.

If your product arrives with damage, please email us immediately at info@moonchargedcrystals.com. To help us resolve the issue quickly, include the information below in your message and attach clear photos (see guidance on photos):

• Order number and the name of the item
• Brief description of the damage and the contents affected.
• Courier name and tracking number (please keep any delivery paperwork).
• Approximate value of the damaged item and whether you prefer a refund or a replacement.
• Photos of damaged items / damaged packaging 

Keep the box and packaging — please retain the original boxes, packing materials and any damaged packaging until the claim is resolved. Couriers often require the original package for inspection when a claim or file claim is made.

What we will do next

We will acknowledge your email and record the issue on your order.

Where appropriate we will arrange a replacement or refund.

If a return is required, UK returns are usually processed with a pre-paid Evri label so the item can be dropped off at an Evri Drop off point. We will confirm if a pre-paid label applies to your case.

We aim to respond to initial enquiries within three working days; full resolution times depend on the shipping provider and the claim process.

We offer returns and exchanges for 60 days at the cost of £2.99

To qualify for a return, your item needs to be unused and in the same condition as when it was delivered to you. It must also be in its original packaging.

If you need to return an item, please send an email to our customer service team at info@moonchargedcrystals.com. Include your full name, order number, and a brief description of the items you wish to return. Once we receive your email, we will provide you with a Evri pre-paid shipping label for your return.

Most orders are sent in standard padded envelopes and arrive within 2-3 working days.

Delivery times may be longer during peak periods, Bank Holidays or exceptional postal delays.

Cost of shipping is £2.99 or standard UK delivery with Evri. We offer free shipping to customer spending over £80 (applies at checkout).

We aim to process and dispatch orders promptly - most orders are dispatched within 1-2 working days. Once your parcel is with the carrier, delivery is handled by them; any delays in transit are unfortunately beyond our control. If you have an issue with a shipment, please contact customer service with your order number and we'll help you track the package or start a claim.

You can track your Evri parcel here. For quickest tracking updates, use your postcode and the tracking number provided in your dispatch email. If tracking is unavailable for your shipment type, we will notify you by email.

International shipping delivery times vary by destination, typically transit 3-10 working days for many countries, though some regions may take longer. Exact delivery days depend on the services selected, local postal networks and customer processing.

Standard international postage is charged at £12. Free shipping over £80 applies where indicated at checkout -  Please note this may not be available for all destinations or for oversized/heavy items. Additional charges for duties, taxes or customs clearance may apply on arrival in the destination country and are the responsibility of the recipient unless otherwise stated.

We ship to:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

You can track your order here. For quickest tracking updates, use your area code and the tracking number provided in your dispatch email. If tracking is unavailable for your shipment type, we will notify you by email.

Typical delivery examples

• EU countries: 3-7 working days (standard service)
• USA & Canada: 5-10 working days (standard service)
• Australia & New Zealand: 7-14 working days (standard service)

These are examples only; select your destination at checkout for precise rates and expected delivery times.

Tax and Tariffs

All prices include taxes, but if you're ordering from outside the UK, you'll be responsible for any import duties, customer fees, or other taxes in your country. These are set by local authorities, so it's best to check with your customers office before ordering.

How to check - step by step

1. Identify the product's HS code - we can provide it on request
2. Look up the duty rate for that HS code in the destination country's tariff schedule or harmonised tariff.
3. Estimate customs value (include freight/insurance if required).
4. Apply the duty rate to estimate duty, the add estimated VAT/import taxes and handling fees to find the likely total. 
5. Consider using a customs broker for complex shipments or high-value goods to speed up customs clearance.

United States: For a product valued at £100 shipped to the United States, find the duty rate using the harmonised tariff schedule via U.S Customs and Border Protection. Duty and U.S. import taxes vary by product; the final charge will include duty, possible duties taxes and customs clearance fees handled by the carrier or broker. 

EU, Canada and Mexico: Rules and thresholds differ between countries. For Canada and Mexico, consult the Canada Border Services Agency or relevant Mexican authority; for EU countries, local import VAT rules and thresholds apply. Certain products may be also subject to restrictions or additional duties. 

Depending on the status of your order, it may be possible to cancel the order. Contact us for advice.