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ANSWERS TO YOUR QUESTIONS

Shipping Information

HOW MUCH IS SHIPPING?
Add your items to your cart, then go into your cart, there will be the ability to calculate postage there. The shipping charge will be dependent on the weight of your order, there is no flat rate shipping.

WHAT SHIPPING METHODS ARE AVAILABLE?
We offer postage through Australia Post, or alternatively, you can choose pick up from store at no shipping cost. 


HOW LONG WILL IT TAKE TO GET MY PACKAGE?
Once we receive your order, please allow 1-3 days for dispatch from our store. Postage time will be dependant on your location, but can be checked with the Australia Post website.

DO YOU SHIP INTERNATIONALLY?
Unfortunately, we do not ship overseas. Though we are hoping to extend our services to New Zealand in the near future.

 
ARE THERE CHRISTMAS ORDERS CUT OFF TIMES?
Once we receive the yearly update from Australia Post we will be able to give you this information. Now with the added delays due to COVID-19, it would be best to plan well ahead. I personally would recommend purchasing your Christmas presents around November!

Payment Information

WHAT PAYMENT METHODS ARE ACCEPTED?
At this point in time, we only accept VISA and MasterCard. You also have the ability to check out using express check out with ShopPay and ApplePay for convenience. 

DO YOU OFFER AFTERPAY, PAYPAL, OR ZIPPAY?
At this point in time, we do not offer these services. Hopefully in the future we’ll be able to offer AfterPay, PayPal, and/or ZipPay.

IS BUYING ON-LINE SAFE?
Your information is completely safe and secure if you wish to purchase through our online store. All information is confidential. 

Orders and Returns

HOW DO I PLACE AN ORDER?
Select the item you wish to purchase and add to cart. You may add as many items to your cart as you wish. Proceed to check out and follow the prompts to your contact/billing/shipping and lastly, payment information. 

DO I NEED AN ACCOUNT TO PLACE AN ORDER?
You do not need an account to place an order. However, we recommend creating an account. By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.

WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?
Please direct all queries to hello@cinnabarsoul.com

I’M NOT VIBING WITH MY CRYSTAL. CAN I REFUND OR EXCHANGE?
Cinnabar Soul does not offer returns, exchanges or refunds for change of mind. We recommend that you cleanse your crystal and charge it with your intentions, then see how it feels.

HOW CAN I CANCEL OR CHANGE MY ORDER?
Please contact us as soon as possible on hello@cinnabarsoul.com. Once we dispatch your order, we will not be able to make any adjustments. 


HOW DO I TRACK MY ORDER?
As we use E-Parcel you will receive tracking. As long as you have entered the correct email address and contact number, you should receive constant updates of the parcels journey. Once the parcel leaves our shop, it’s out of our hands. You will have to contact Australia Post for any queries, however, we will endeavour to do our best to help on our end too. 
MY ORDER ARRIVED BROKEN!

We guarantee that all of our products leave our space in perfect condition but, sometimes things break…

Upon opening your order please be sure to check that everything has arrived safe and sound. We will replace or refund anything that has arrived broken.

Retain all original packaging and proof of postage. Take a picture of the product with its post packaging showing the damage.
 
Notify us within 24 hours of receiving your package by sending an email to hello@cinnabarsoul.com with your picture, full name and parcel tracking number. 

We must be notified within 24 hours of delivery status for parcel tracking so please make sure you notify us immediately.  

Product Information

WILL THE CRYSTALS BE THE SAME AS THE PICTURE ON YOUR WEBSITE?
Some of our crystal pieces will give you the option to choose a specific crystal. If you are choosing between crystal A,B,C or D, you will receive the crystal in the picture. The rest of our crystal listings display an indicative picture only. This means you'll receive a crystal of the same stone and style as the one in the picture, but not exactly the same. As crystals are a gift from Mother Earth, each is completely unique in its appearance.
ARE YOUR CRYSTALS AUTHENTIC?
We source our crystals carefully from ethical suppliers that we have developed relationships with over many years. We choose not to stock crystals that cannot be sourced ethically and sustainably.


WHAT IF THE RING DOESN’T FIT?
Please contact us within 24 hours of arrival at hello@cinnabarsoul.com and we will try cater to this as well as we can.




CAN I DISPLAY MY CRYSTAL IN THE SUN?
Just as some crystals aren’t water friendly, there are also some crystals that are not sun friendly and will, over time, fade if left in a sunny spot! When you receive your crystal, research your crystal to see if the sun/water will be a problem and follow as suite. Crystals such as Fluorite, Amethyst, Citrine, Rose Quartz, etc are not sun friendly!

WHAT DO I DO WITH THE CRYSTAL WHEN I FIRST RECEIVE IT?
You may like to cleanse your crystal when you receive it, as it's been on a little journey to get to you. You can also set an intention with your crystal, and let it know why you have brought it into your life and how it can best support you. Then find its new home in your space and enjoy! 



HOW DO I CLEANSE MY CRYSTAL?
You can cleanse the energy of your crystals in fresh, running water, a saltwater bath, under the Moon, in the Earth, with sacred smoke, or with another crystal such as Selenite or Clear Quartz. Some crystals are too delicate for saltwater, so do check first if your crystal can have a saltwater bath. An easy google search will be able to tell you.  
I CAN’T FIND THE CRYSTAL I WANT ON YOUR WEBSITE? CAN YOU GET IT FOR ME?
We have many unique, individual pieces in our shops in Eumundi that aren't listed in our online store. If there's something specific you'd like, you can email us at hello@cinnabarsoul.com to check if we may have it. It's not always possible for us to custom order, as the crystals we have access to vary each time. Please do ask and we'll see what we can do.
CAN MY CRYSTAL GO IN WATER?
Please always check whether your crystal is water friendly before cleansing/cleaning with water. Crystals range from soft to hard and can be checked using the Mohs scale of mineral hardness online. A good rule of thumb is anything that ends with ‘ite’ should not go in water!
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