Shipping policy

Shipping Policy

Last updated: 3 July 2026

Thank you for shopping with Moonveil Market. Every order is carefully prepared and securely packaged from our studio in Cardiff, Wales.

Where we deliver

We currently deliver to addresses within the United Kingdom only.

We hope to offer international delivery in the future, but international shipping is not currently available through our website.

Delivery options and prices

We offer the following delivery options:

Standard Shipping — £3.99
Standard delivery typically takes 3–5 working days.

Express Shipping — £5.99
Express delivery typically takes 1–2 working days.

We also offer free Standard Shipping on all orders over £30.

Available delivery options and the final shipping cost will be shown at checkout.

Processing and dispatch

Orders are prepared as quickly as possible, but processing time may be slightly longer during busy periods, seasonal holidays, market weekends or particularly large shop updates.

We take care to package crystals, minerals and other fragile items safely, so some larger or more delicate orders may require additional preparation.

Delivery estimates begin once your order has been dispatched. Working days are Monday to Friday, excluding UK bank holidays.

Tracking your order

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Please allow a little time for the tracking information to update after your parcel has been handed to the delivery provider.

Delivery delays

Delivery times are estimates and cannot always be guaranteed. Delays may occasionally occur because of severe weather, bank holidays, seasonal demand, strikes or disruption within the courier network.

Please contact us through our website if your tracking has not updated or your order has not arrived within the expected timeframe. We will investigate the delivery with the courier and help resolve the issue.

Incorrect delivery addresses

Please check that your delivery address is complete and correct before submitting your order.

If you notice a mistake, contact us as soon as possible. We will always do our best to amend the address, but changes cannot be guaranteed once an order has been processed or dispatched.

We cannot redirect parcels that are already in transit.

If an order is returned to us because an incorrect or incomplete address was provided, an additional delivery charge may be required before the parcel can be sent again.

Missing parcels

If your tracking shows that your parcel has been delivered but you cannot locate it, please check:

- Around your property and any designated safe places
- With other members of your household
- With immediate neighbours
- Any delivery photograph or notification provided by the courier

Please contact us if your parcel is still missing after completing these checks.

Where a parcel appears to have been lost, we may need to complete an investigation with the courier before arranging a replacement or refund.

Damaged orders

We take great care when packaging every order. In the unlikely event that something arrives damaged, please contact us **within 48 hours of delivery**.

Please provide:

- Your order number
- A description of the damage
- Clear photographs of the damaged item
- Photographs of the internal and external packaging
- A photograph of the shipping label

Please keep the damaged item and all packaging until we have reviewed the issue.

Depending on the circumstances and product availability, we may arrange a replacement, refund or another suitable resolution.

Crystals and minerals are natural products and may feature variations in colour, shape, pattern and surface texture. Natural inclusions, small crevices and other naturally occurring characteristics are not normally considered shipping damage.

Changing or cancelling an order

Please contact us as soon as possible if you need to change or cancel your order.

We process orders quickly and will always try to help, but we cannot guarantee that an order can be changed or cancelled once it has been prepared or dispatched.

Separate parcels

Large orders or orders containing items of significantly different sizes may occasionally be sent in more than one parcel to protect the products during delivery.

Where applicable, tracking details will be provided for each parcel.

Contact us

For help with an order or delivery, please use the contact form on our website and include your order number.

Nothing in this Shipping Policy affects your statutory consumer rights.