frequently asked questions
Everything you need to know about ordering from Moonveil Market, delivery, packaging and our products.
orders
Can I track my order?
Once your order has been dispatched, you'll receive a confirmation email with your tracking details. If you have any concerns about your delivery, don't hesitate to reach out to us.
What payment methods do you accept?
We accept all major credit and debit cards, as well as Shop Pay, Apple Pay, and Google Pay — so checking out is quick and easy, however you prefer to pay.
Can I change or cancel my order?
We process orders quickly, but if you need to make a change, please contact us as soon as possible via our Contact page. We'll always do our best to help, though we can't guarantee amendments once an order has been dispatched.
Shipping
Do you ship outside the UK?
At the moment, we ship within the UK only. We hope to expand to more destinations in the future — watch this space!
Do you offer free shipping?
Yes! We're happy to offer free Standard shipping on all orders over £30. It's our way of saying thank you for bringing a little more magic into your home.
What are the shipping costs?
We offer two shipping options:
Standard Shipping – £3.99
Express Shipping – £5.99
How long does delivery take?
Standard shipping typically arrives within 3–5 working days. If you need your order sooner, our Express option usually delivers within 1–2 working days. Please note that during busy periods, dispatch times may be slightly longer.
Returns & Refunds
What is the return policy?
We want you to love every piece you receive. If for any reason you're not completely happy, we accept returns within 30 days of delivery, provided items are unused and in their original condition.
How do I start a return?
Simply get in touch with us via our Contact page with your order number and reason for return, and we'll guide you through the process. Once we receive and inspect the item, we'll process your refund promptly.
What if my order arrives damaged?
We take great care in packaging every order, but if something arrives damaged, please contact us within 48 hours with a photo and your order details. We'll make it right.
Our crystals
are your crystals genuine?
Absolutely. We stock a carefully curated mix of natural crystals, minerals and selected man-made pieces. Each product listing clearly states what the item is made from, so you can shop with confidence. Every piece is chosen for its quality, beauty and unique character.
how should i care for my crystals?
Keep crystals away from harsh chemicals and extreme temperatures. A gentle wipe with a soft, dry cloth is all they usually need to stay looking their best.
What's the difference between tumblestones and palmstones?
Tumblestones are small, smooth, and wonderfully tactile — perfect for carrying in a pocket, placing on a windowsill, or using in crystal grids.
Palmstones are larger and shaped to fit comfortably in the palm of your hand, making them ideal for meditation, intention-setting, or simply holding during moments of calm.
Both are equally beautiful — it really comes down to how you'd like to use them.
packaging
How will my order be packaged?
Every order is carefully packed at our Cardiff studio using packaging chosen to suit the size, weight and fragility of the items inside.
Depending on your order, this may include recyclable cardboard postal boxes, stronger double-wall boxes for heavier pieces, paper cushioning, tissue paper, protective wrap and biodegradable packing peanuts.
Do you reuse packaging materials?
Yes. Where they are clean and suitable for reuse, we save protective materials such as bubble wrap from supplier deliveries and use them again when packing customer orders.
This helps us reduce unnecessary waste while still making sure fragile items are properly protected.
Are your packing peanuts biodegradable?
Yes. Our packing peanuts are made from cornstarch rather than polystyrene. They are biodegradable, compostable and dissolve in water. They can be reused, added to home compost or dissolved with water after use.
Can the boxes and paper packaging be recycled?
Our brown postal boxes are recyclable at the kerbside and contain recycled material. The stronger double-wall boxes we use for heavier or more fragile orders also contain recycled content and can usually be recycled with household cardboard. Please remove any non-paper materials first and follow your local council's recycling guidance.
The kraft paper tape we use is recyclable with cardboard, provided it is the standard non-reinforced type.
What is the tissue paper made from?
We use lilac tissue paper to help protect and present your order. The tissue paper is acid free, recyclable, biodegradable and compostable.
What are the small brown envelopes made from?
The brown kraft envelopes included with orders are made from 100% recycled content.
Why might my order still contain plastic?
Some orders may contain reused bubble wrap or other protective materials where this is necessary to prevent damage in transit.
Rather than discarding clean bubble wrap received from suppliers, we reuse it wherever practical. We aim to use only as much protective packaging as needed to keep your order safe.
Are your business cards recycled?
Our business cards are printed on recycled matt card.
Is your packaging gift-ready?
Every order is wrapped neatly with tissue paper, branded stickers and a stamped kraft envelope containing our business card. Our standard packaging is designed to feel thoughtful and presentable while still prioritising safe delivery.