FAQs

Can I ship to an alternate address?

Yes, at checkout you will be able to use specify a separate delivery address to your billing details.

To support requests from our customers a gift message can be included with specific products, this will be printed out and included with the order placed.

Can I add items to an order that I forgot?

Unfortunately not. Once an order once has been placed items cannot be added and a separate order need to be processed. However if you get in touch and we will do our best to accommodate any request to ship items together.

Can I change my shipping address?

This is not currently possible via the user interface, but get in touch and as long as we haven't started shipping processing for your order, we may be able to do something outside the system if the address remains within the UK.

When will my order be shipped?

We make best endeavours to despatch all orders we receive before 13:00 Monday to Friday the next working day, noting that collection times at the courier or post office vary and does not guarantee collection on the day we register our despatch. Please note that all bracelets are made to order and this will delay shipping by at least 3 working days. If you have an urgent order please ensure we are notified about it ASAP and we will try to prioritise where possible. Orders placed on a Saturday or Sunday will be despatched on the next business day (subject to the above) which will be a Monday except for UK Bank Holidays. Noting that any customer or bespoke items will take a little longer due the design and communications procedure to ensure that you gifts meets your requirements. 

Exceptions would include:-

• Any orders placed on Bank Holiday when shipping would be the next normal working day
  
  
• Items that were placed on back order - these will be shipped once we receipt them from our trade partner
  
  
• Any beads or stones which are delayed in our supply chain. In such instance we will advise customers by email to determine if they wish to wait for their delivery, accept an alternative crystal or they wish to cancel their order.
• If we have declared that the store is closed due to holidays or illness.  Upon entry to the web site the 'Announcement Text' will be updated with relevant information.

Will I receive items as shown on the web site images?

In most instances yes you will receive items of the same quality, colour and size as represented by the images in our online shop.  We would like to point out that crystals and stones are natural products, texture, sizing & colour variations and markings should be expected. If you are not happy with your purchase please get in touch and we will do our very best to resolve the issue.

Are shipped items individually labelled?

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

We do include a product guide with crystal sets and bracelet as standard which include descriptions and characteristic of each item with the set.

We are always on hand to help, so if you cannot identify an individual stone /crystal by referring back to the website, please get in touch .

I've order the wrong product, can I return it?

Our standard trading terms offer a 30 day no quibble return policy. If you have ordered the wrong item, we’ll be more than happy to offer you an exchange or refund for the purchase once the items have been returned to us.

Please note the return shipping cost will be at your expense and we will not credit back the cost of initial postage and packing. 

What is the cost of shipping?

The cost of delivery is a fee based upon the products and weights of the order placed upon the system and the associated packaging costs (boxes etc). Some orders will exceed the weight and size limits imposed by various couriers large for large letter and will therefore be shipped small parcel. 

We also offer a next day day or a fully tracked service using the standard courier rates,  At checkout you can upgrade to a a faster delivery rate and the order value will be increased to reflect the service chosen.

All order shipped outside the UK will be fully tracked at the applicable rates for the country and weight of the products being placed.

For more information please visit our delivery information page

How is my order being shipped?

Our UK orders are generally sent out by Royal Mail using 48 hrs tracked. This means orders dispatched by us before 15.00 on a normal business day will be delivered by Royal Mail typically within 48 hrs on working days, however you should note that we cannot be held responsible for any Royal Mail collection or shipping delays.

Orders for items being shipped outside the UK are sent Royal Mail tracked  and will be delivered by the postal service in your country.

When can I expect my delivery?

UK - Orders placed on a working day before 13:00 are typically shipped the next  working day, we try to ship orders same day, but we cannot guarantee this. Royal Mail standard 2nd class should arrive within 3 working days, 1st class should arrive the following day, however this is not guaranteed by the Royal Mail. (The UK postal service aims to deliver 97% of all orders placed with them next working day). Delays can be experienced during busy seasonal periods, this is outside of our control. 

Items despatched to locations outside of the UK will be tracked via Royal Mail tracking numbers.

Europe – Orders should arrive within circa 7 working days (excluding day of dispatch).

USA and Canada – Orders should arrive within circa  10 working days (excluding day of dispatch)

Rest of the World – Orders should arrive within circa 12 working days (excluding day of dispatch)

Where is my order?

If your order has been dispatched but hasn't arrived within the expected time period, please get in touch and we will look into it for you. If you upgraded to a tracked delivery or your delivery address is outside of the UK please access the Royal Mail tracking site www.royalmail.com/track-your-item#/

What if I need make an exchange or return?

The Holistic Hamper offers a 30 day no quibble return policy from the date that you receive your order, provided that the goods are returned in a saleable condition. Unfortunately items that have been custom designed and made are excluded from exchanges or returns.   

This is in line with The Consumer Protection (Distance Selling) Regulations 2000.

We are happy to refund or exchange your order.

In the event that the wrist  measurement was incorrect and  the crystal bracelet needs adjustment please contact us using the form at the bottom of the page. We will apply a standard charge of £5.00 for the re-making of the bracelet to the new wrist size and plus the cost of the return shipping. 

Please note if you have undersized your wrist an additional fee will applicable to cover the cost of adding additional beads and re-stringing. The cost of return postage will also be charged.

How do I return and item?

If you are unhappy with your goods, in the first instance please get in touch to discuss your reason for return. You can return standard items for a full refund, providing they are in a saleable condition, within 30 days of receipt. Unfortunately, as stated up we are not able to accept custom designed and custom made items for return or exchange.

When you make your return please include a  reference to your original order or invoice number and 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. If you are returning  items please refer to the address on your invoice or contact us for the full postal address.

Should  you require an exchange, please contact us and ensure that you clearly state the details of the product you want in your returns parcel. Any difference in price either a credit or additional charge should be  agreed in advance of the item being returned.

My item is faulty what should I do?

Should you receive a faulty item or your item goes faulty within 30 days of receipt, please contact us via our contact page and we will be more than happy to refund your postage costs and offer you either a full refund or a replacement.

The refund or replacement will be processed upon receipt of the faulty items or photographic image that clearly shows that goods and packaging  are defective or have been damaged in during transit. The acceptance of photographic evidence as proof of damage in transit  is solely at the discretion of The Holistic Hamper who reserve the right to insist that faulty/damaged item are returned prior to processing any refund.

I have received the wrong item?

Get in touch! We will then arrange for the return of the wrong item and issue either an exchange or full refund.

I have an item missing what should I do?

If one of your items is missing from your order, please get in touch and we will send out the missing item to you, free of charge.

How long before I get my refund?

Once we have received your item, we will process the refund within 5 working days. Please note that some banks and credit cards take 3-5 days to pass on the credit to your account. This additional delay is outside of our control. If you are concerned please contact us if you have not received your refund within 7 working days our your refund being processed.

How do I exchange an item?

Please get in touch and we will be more than happy to exchange your item for you. Unfortunately we cannot exchange custom designed and custom made bracelets and crystal sets. 

Once your item has been returned to us, we will send your new item to you. To avoid any confusion or disappointment any variation in price between the two items should be discussed and payment/credit agreed prior to your item being returned.

Discount / Voucher Codes

Once on the Checkout page there is a box for your voucher code. Simply type in the exact voucher code, click ‘Apply’ and your discount will be deducted from your order. New customers can get a discount code by signing in up to our newsletter - Existing customers get an exclusive time limited discount on their paperwork when they receive their orders to use against their next order - this is our way of saying thank you for shopping with us!

Please note that discount / voucher codes will only be applied to the value of the items ordered and will not be applied to the shipping rates.  Discount codes will only be applied to items that are at full price.

My discount/voucher code is invalid!

There are several reasons for a discount code to not work:

a) Check that the spellings and numbers are in the correct order and correct case - typically UPPER case 

b) Check any expiry date.

c) Check the discount is valid for the items in your order.

d) Check that you are on the correct website for the voucher you are in possession of.

e) If a product already has an offer or price reduction applied it is not possible to add a further level of discount via another discount/voucher Code.

If all of these are correct and you are still having problems, please get in touch and we will investigate.

What are your opening hours?

Orders can be placed via the website 24 hours a day, 7 days a week. 

Occasionally our hosting service provider Amazon Web Services (AWS), will be undertaking maintenance activities which may mean that our online shop is out of action for a short period of time, we expect a 99.95% uptime guarantee measured annually. Maintenance is typically performed in the early hours to minimise any disruption or lack of service

Should you send us an email, we will look to reply to you within 3-5 hours on normal working days. At weekends  we will respond to your email on Monday, the customer service lines open at 10.00 therefore a response should be received by 2.00pm.  if the Monday is a UK Bank Holidays we will respond on the next working day.

Are your crystals real?

Yes - we only stock genuine crystals, beaded gems and tumble stones and work with trusted suppliers to ensure authenticity

Any other questions?

We want to make all our customers happy - if you cannot find an answer to your question, please get in touch and we will reply to your email within 3-5 hours on a normal business day within the working hours of our customer service line.   

How do I measure my wrist?

Please refer to our wrist measurement guide, a links can be found at the bottom of the page.

I want a special gift what do I do? In the first instance give a call.

As a small business we can take flexible and helpful approach to customer service. Upon request we can typically add charms to standard bracelet sor add additional stones to our standard crystal sets for a small additional charge.  

What is your privacy policy?

Please refer to our privacy page at the bottom of the page.

Are your beaded bracelets really handmade?

Yes, each of our bracelets have been designed and lovingly crafted by hand by the owner - Sally. Each order is made to your wrist measurements so be sure to measure your wrist as we recommend. You can find our wrist measurement guide here. Any errors made in measuring and ordering can be rectified but we will make a charge for re-threading and re-shipping your bracelet back to you.

Who makes your crystal sets?

The crystals in each set are individually hand picked here in the UK by The Holistic Hamper owner and designer,  we have a stock list that runs into over 5,000 crystals,  the beaded bracelets are hand made from individual crystal beads, crystal sets are also designed and assemble by the owner Sally. 

We purchase individual gem stones from a variety of suppliers across the globe, our designs can use an array of complementary crystal types to help with physical and emotional well-being. An exception to the above will be bracelets made from chipped crystals which we purchase through the UK wholesale market.

If a specific crystal/polished tumble stone or beaded crystal is in short supply (due to global supply issues) we reserve the right to included an alternative item with similar properties, noting that this will be clearly listed on our web site and guide card.

How big are your tumble stone crystals?

We want  to set  expectations on the size of the crystals, therefore we clearly state the sizes in our descriptions to avoid any ambiguity. The crystal beads used in our bracelets are typically 8mm in diameter with a 0.5mm hole.  

Our crystal sets will contain individual stones, each having average size of 20mm - 30mm, obviously these are natural products and there will be some variations from stone to stone. Within the market place we see tumble stone crystals marketed as Chips, Small, Medium, Large and Extra Large. To be as competitive as possible and to provide the best possible value for money we include Medium sized stones in our kits which fall within the  our guide of 20mm - 30mm in size.

On occasions we will create kits of crystals that comprise of small stones, in such cases the sizes will be clearly stated and the items will be priced accordingly. For further information on sizing comparisons please refer to the Crystal Sizes 

How many crystals are in your sets?

The number of crystals will vary from set to set - but you will always receive the number of tumble stones crystals as shown in the images on our online shop. For example, our pocket or mini sets will have 4 (four) tumble stones, our other crystal sets will have 5 or 6 tumble stones subject to the design and purpose. If you wish to included additional items please contact us using the contact page below or if a more unique gift is required then please refer to our custom design page below.

I want a special gift what do I do?

Should you require a custom made crystal set or a customised crystal beaded bracelet designed to your specific requirements please refer to our custom design page

Please note this a two stage process - typically stage one is an online or telephone consultation process which attracts a standard fee ordered through the web site.  

Stage two involves our inspirational designer submitting a customised design for your review and agreement, a quotation will follow. Upon acceptance and receipt of payment your charismatic and stunningly beautiful bracelet will be made and shipped direct to your door. 

Can I purchase a Gift Voucher?

Yes, Gift Vouchers of various values can be purchased via the web site. On the home page just below the main Logo there is an option to "Purchase a Gift Voucher". Click on this link and follow the instructions to place your order for a Gift Voucher. A Gift Voucher Code will be emailed to you upon payment, please keep this code safe for later use. To redeem the Gift Voucher the code should be entered into the relevant field in the "Shopping Basket" section of the payment process. 

Do you offer repeat order discounts?

From time to time we do offer repeat order discounts. Customers will be advised of any repeat order discount codes within the footer text of their Invoice which is automatically emailed when an order is placed. Typically a repeat order discount code will be up to 10%, expire within the calendar year that the order is placed and exclude any hand made bracelets, consultations for bespoke bracelets and custom crystal sets. To redeem the discount the code must be entered into the relevant field in the "Shopping Basket" section of the payment process.