Questions & Guidance
Frequently Asked Questions
How long will my order take to dispatch?
Orders are typically dispatched within 4 business days.
Everything at Sticks & Stones is packed carefully by hand, and this timeframe allows each order to be prepared with the attention and intention it deserves. You will receive a dispatch email with tracking details once your parcel has been sent.
How long does delivery take?
Delivery time depends on the shipping service selected at checkout.
Estimated delivery dates shown at checkout include both my dispatch time and the courier’s delivery time. Once dispatched, delivery is handled by the courier.
How is my order packaged?
Each parcel is packaged to feel like an experience to open, not just a delivery.
Your crystals are carefully protected using honeycomb wrap and secure packing materials, and are presented in decorative tissue paper and intentional wrapping to create a beautiful and meaningful unboxing.
Where possible, I reuse and recycle packaging materials to reduce waste.
Incense is included in most parcels. If you would prefer not to receive incense due to scent sensitivities, allergies, or personal preference, please leave a note at checkout.
Vegan packaging requests can also be accommodated where possible.
What if my item arrives damaged?
Crystals are natural, fragile materials, and while every order is packaged carefully, damage can occasionally occur during transit.
If your order arrives damaged, incorrect, or faulty, please contact me within 48 hours of delivery with a photo of the item and packaging so I can resolve this for you as quickly as possible.
Each situation is handled with care, and I will always work with you to find the right resolution.
Do you include crystal meanings?
I don’t provide printed meaning cards as standard.
If you would like symbolic meanings associated with your crystals, you’re welcome to request this at checkout, and I can include them within your handwritten order note.
Do you claim crystals have healing properties?
Crystals hold symbolic, spiritual, and historical meanings, and the interpretations I share are ones I personally believe in and work with within my own practice.
However, these meanings are never presented as medical advice or guarantees. Your own connection and interpretation will always be the most important.
You never need to believe anything simply because it is written, your experience is your own.
Are the crystals shown the exact ones I will receive?
If a listing shows a single, one-of-a-kind piece with no selection options, the crystal pictured is the exact one you will receive. Where multiple options are available, you will receive the specific piece you select from the dropdown menu.
If multiple pieces are available, your crystal will be intuitively selected by me, and clearly stated in the listing.
Each crystal is completely unique in its colour, shape, and pattern. I will always choose your piece with care and intention.
Can I leave preferences for my order or mystery box?
Yes. You are very welcome to leave notes at checkout with things such as:
• favourite colours
• intentions or themes
• items you’d prefer not to receive
• scent preferences
• packaging requests
I will always honour your preferences where possible while still preserving the intuitive nature of the experience.
Do you record packing videos?
Most orders are recorded as part of my creative process and may be shared online using first names only.
Not every order will be filmed, and videos are never guaranteed.
If you would prefer your order not to be shared, or would like me to wait until it arrives before posting, simply leave a note at checkout.
If keeping the mystery is important to you, you may wish to avoid watching recent packing videos until your parcel arrives.
Can I return or exchange my order?
I hope you truly love what you receive from Sticks & Stones.
Returns are accepted within 14 days of delivery for eligible items, as long as they are unused, in their original condition, and returned in their original packaging.
Please note that intuitively selected items, mystery bundles, personalised pieces, sale items, gift cards, and earrings cannot be returned.
If your order arrives damaged, incorrect, or faulty, please contact me within 48 hours so I can help resolve this.
Full details can be found in the Returns & Refund Policy.
Where do your crystals come from?
I work with trusted suppliers and consciously source my pieces with care and intention.
The crystal industry is complex, and while complete traceability is not always possible, I prioritise working with suppliers I trust and choosing pieces that align with the values of Sticks & Stones.
How can I contact you?
You can contact me via the website contact form or through social media messages.
Please allow time for replies, especially during busy periods.
Thank you for supporting Sticks & Stones and for honouring the intention behind each piece.