FAQs - The Holistic Hamper - on-line crystals store, high quality tumble stones, bracelets, wands, spheres, towers and aromatherapy gifts, Chakra and Zodiac sets to support your healing journey.
|Can I change the payment type?||After the order has been created the payment gateway is fixed, is not possible to change the payment type for that order. To proceed cancel original order and adda new one created.|
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.
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?
Unfortunately this is not usually possible, 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 dispatch all orders we receive before 14:00 Monday to Friday the same day. Please note that all bracelets are made to order and this will delay shipping by a day or two, any urgent orders that we are notified about will be prioritised where possible. Orders placed on a Saturday or Sunday will be despatched on the next business day 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:-
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 flat fee for either a large letter or small parcel for 2nd class post to anywhere in the UK. Some orders will exceed the weight and size limits imposed by Royal Mail large for large letter and will therefore be shipped small parcel. If your order value exceeds £40.00 the large letter or small parcel post will be Free for UK mainland addresses. There is a weight limit of 0.5kg on the free post offer.
We also offer a next day day or a fully tracked service using the standard Royal Mail 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 sent out by Royal Mail using standard 1st class post. This means orders dispatched by us before 16.00 on a normal business day will be delivered by Royal Mail typically on within two to three working day, however you should note that we cannot be held responsible for any Royal Mail shipping delays.
Please note that delays are being reported on all postal services due to the impact of Covid-19.
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 before 14:00 are typically shipped within one working day, we try to ship orders same day, but we cannot guarantee this. Royal Mail standard 2nd class should arrive the with 2-3 days working day, 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?
We offer 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, but we cannot issue credit onto your customer account at this time.
If you have incorrectly measured your wrist and your bracelet needs adjustment please contact us using the form at the bottom of the page. Our bracelet pricing is based upon wrist size, the larger the wrist the more beads are required.
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 be discussed with you when you contact us.
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 fault 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. If the discount code reduces the value of the order below the £40.00 threshold for free shipping then the related shipping charge will be re-applied. 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 made on 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. 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 or add additional stones to our standard crystal sets for a small additional charge.
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 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.
Who makes your crystal kits?
Our crystal kits are picked from our vast range of single crystals we hold in stock, the beaded bracelets are hand made from individual crystal beads; they are 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 organisations.
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 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 Zodiac set have 6 tumble stones as will the Chakra, emotional and well-being sets. If you want 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.