FAQ
Payments
What payments do you offer?
We accept all major debit and credit cards as payment, including Visa and Mastercard. We also accept payment via PayPal, Apple Pay and Google Pay.
Unfortunately, we are not able to process orders using cheque's or postal order.
Products
Is what I see on the website an accurate representation of what I will receive?
We do our best to ensure our product photos accurately represent the items included in each Healing Parcel. However, some images may be stock photographs used to illustrate the contents.
As our gift boxes contain natural crystals, please note that sizes, colours, shapes, and patterns will vary, making each parcel unique. Incense sticks will always be supplied in the correct fragrance, although the packaging may differ from that shown in the product images.
From time to time, we may also update our product or gift box packaging. As a result, there may be slight differences between the item you receive and the photographs displayed on our website. These variations do not affect the quality or value of your Healing Parcel.
Are the products I receive individually labelled?
Your email receipt will have details of the products you have ordered, however it is not possible for us to individually label each item for identification.
We are always on hand to help, so if you cannot identify a product from referring back to the website you can email us: info@pinkmoondorset.co.uk using "item identity" in the subject line and we will be happy to help you.
Delivery
What postal service do you use?
We offer 48 hour tracked by Royal Mail for all our orders. This is to ensure your order makes it safely to you. We also offer free UK delivery on orders over £50. These orders are also sent 48 hour tracked by Royal Mail.
We are unable to offer worldwide shipping at the moment and only post to the UK.
How long will it take to dispatch my order?
We carefully pack and send out weekday orders (Monday–Friday, excluding bank holidays) within 1-3 working days. If we’re extra busy, it may take just a little longer—but rest assured, your parcel is on its way with love.
Weekend orders are always posted by Tuesday at the latest.
I haven't received my order, what do i do?
If your order has been despatched but hasn't arrived within the expected time period, please email us at info@pinkmoondorset.co.uk adding your order number and "missing order" in the subject line and we will look into it for you.
Returns
How do I return an item?
If you are unhappy with your goods, you can return them for a full refund, providing they are in a saleable condition, within 21 days of receipt. Please remember to include a brief note to explain the reason for return.
The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing. Please send them to:
The Healing Parcel Returns, Unit 5, Richmar Trading Estate, Butts Pond Industrial Estate, Sturminster Newton, Dorset, DT10 1AZ
My Item is damaged, what do i do?
Should you receive a faulty item, please email us info@pinkmoondorset.co.uk. In the subject line please note your order number and "Damaged Item". We will be more than happy to offer you either a full refund or a replacement item to included postage cost. Once received we will aim to respond within 2 working days.
I've received the wrong item, what do i do?
Please email us info@pinkmoondorset.co.uk, including the order number and "Incorrect item" in the subject line. Once received we will aim to respond within 2 working days and resolve your issue for you.
One of my items is missing, what do i do?
If one of your items is missing from your order, please email info@pinkmoondorset.co.uk including your order number and "Missing item" in the subject line. Once received we will aim to respond within 2 working days and resolve your issue for you.