Contact & FAQ

If you have any questions about products or orders please fill out the contact form at the bottom of this page or email us directly at hello@tideandmoon.co.uk Please allow 1-3 business days for a response.

 

 FAQs

How long will it take for my order to arrive?

This all depends on the amount of pending orders we have at the time, if you would like to place an order and need it within a certain timeframe please contact us via the contact form and we will let you know if we are able to do this for you.

 

How much is postage / Why is postage so expensive?

We send every order via Royal Mail on the 48 Hour Tracked service for the UK and International Tracked & Signed For service for any orders outide the UK. Shipping on this service starts at £4.00 for the UK goes up in price with the weight of your order. The reason we ship your orders on this service only is to protect both ourselves and you the customer. If any of your items get damaged in transit or of Royal Mail lose your order, we are entitled to reimbursement for this but only on the signed for / tracked services this protection isn’t available on regular 1st / 2nd class services.

 

My tracking hasn’t changed for days can you help?

Royal Mails policy is that we cannot start an complaint / investigation procedure until 10 working days after the date that the parcel was due to be delivered for the UK and 20 working days for any orders outside of the UK. If this timeframe hasn’t yet passed, please wait until the deadline then get in contact with us if your order still hasn’t arrived and we can start this process for you.

 

When is the next restock?

I post all updates on restocks on all of our social media pages.

 

(After seeing a packing video on TikTok) Why is there no protection in the box, the crystals will get damaged or broken?

I’m unsure a to wether these comments are serious or not, we obviously package up our crystals very carefully every crystal is bubble wrapped after I have made the packing video, it wouldn’t make a very interesting video to watch us bubble wrapping the crystals, but there is a video pinned to the top of my TikTok page that shows my dad packaging up an order before shipping if you would like to see. I pick the orders and my Dad and other employee Sue package everything up safely before dispatch.

 

I have placed multiple orders can you send them together and refund the shipping for the other order/s?

Yes of course we can do that for you, we do receive a high volume of orders after every restock so if you do place multiple orders please email us through the contact form asap so that we can do this for you, as we may not know if you have placed multiple orders.

 

When will ____ be back in stock? / Can you show me what’s inside a ____ mystery box?

I restock items as and when I can get them so if I don’t have something in stock its probably out of stock with my suppliers or its on its way to me ready for a restock. Mystery boxes will alway be different as I keep the stock for these for a limited time only then I refresh with different items. You can scroll through my TikTok videos I have made plenty of packing videos for mystery boxes and I still make them frequently.

 

Are your crystals ethically sourced / real?

The crystals in my store are all 100% real, apart from any heat treated crystals which I will always list as heat treated. I work very closely with my suppliers and I prefer the term “carefully sourced” because I am not part of the process from the mining stage to when I receive them nothing is 100% guaranteed however I do choose my suppliers carefully and I trust that the crystals I am selling are sourced ethically.

 

I have received my order and I have customs charges?

Customs charges are the responsibility of the customer, the customs laws are different in every country sometimes parcels get through with no charges but be aware if you are ordering from outside the UK there is a possibility you may get charges.

 

Can you pack my order on TikTok?

I try too pack as many orders as I can its very difficult to keep up with comments so when I have time I have a quick look, I usually do videos for the most creative comments! The best place to contact me for a packing video is TikTok, not via Instagram or Email. Please respect that I film and edit these videos out of my own time, I do it as and when I can.

 

Do you sell ____?

Everything I have available is listed on the website there is a search bar at the top of the website so you can type in the crystal you are looking for if we have it, that’s where you will find it.

 

I can’t buy crystal confetti / do you sell crystal confetti?

The confetti is not available for purchase it is a free gift I give away with every order for supporting my business.

 

Can you tell me what crystals are in my confetti?

As much as I would l would love to help every customer with this unfortunately I just don’t have the time, so I have to say no to everyone who asks. the confetti is a gift but the idea behind it also is to help you to learn more about crystals and identifying them. I would advise buying a book, or going online and searching for different coloured crystals there is so much information out there and I do this all the time, researching is part of the fun!