FAQ

1. How long does shipping take?

Our estimated delivery time is 7–20 business days, depending on your location, local customs processing, and carrier operations.

Please note that delivery times do not include our 2–3 business day processing time.

2. Do you ship to all countries?

We ship to most serviceable countries worldwide.

However, due to carrier and logistical limitations, we are unable to ship to certain remote or hard-to-reach areas.

If your address is not serviceable, we will notify you and cancel the order with a full refund.

3. How can I track my order?

Once your order is shipped, you will receive a confirmation email with tracking information.

In some cases, tracking details may take 2–5 business days to appear in the carrier’s system.

If tracking has not updated after this period, please contact our support team.

4. What if my package is delayed or lost?

If your order is significantly delayed or confirmed lost in transit, we will work with the shipping carrier to resolve the issue.

Depending on the situation, we will offer: A replacement shipment, or A refund Customer satisfaction is our priority.

5. Can I change or cancel my order after placing it?

Orders begin processing shortly after being placed.

If you need to make changes, please contact us as soon as possible. While we cannot guarantee changes once processing has started, we will do our best to assist.

6. Will I need to pay customs fees?

Customs duties, taxes, or import fees are determined by local authorities and are the responsibility of the customer.

By placing an order, you acknowledge that customs fees may apply upon delivery.

7. Why did I receive multiple packages?

For logistical reasons, items from the same order may be shipped separately.

If this happens, you will receive separate tracking details for each package.

8. What if I entered the wrong shipping address?

Please ensure that your shipping address is accurate at checkout.

If you notice an error, contact us immediately.

We are not responsible for delivery issues caused by incorrect or incomplete addresses provided by the customer.

9. Are your products exactly the same as shown in the pictures?

We strive to display product images and descriptions as accurately as possible.

However, slight variations may occur due to natural materials, lighting conditions, or screen settings.

These variations do not affect the quality or functionality of the product.

10. Do crystals have healing properties?

11. How can I contact customer support?

If you have any questions or need assistance, please contact us at:

Tel: +64 021760807
Email:support@soulstonehouse.com
Address:17 Nikau Streett, New Lynn, Auckland 0600, New Zealand

Our team will respond within 24–48 business hours.