WHEN WILL MY ORDER BE DISPATCHED?

Every offering is carefully prepared and packed by the Coven before beginning its journey to you.

Orders are usually dispatched within 1–3 working days of being placed. During launches, restocks, seasonal periods or particularly busy times, dispatch may take a little longer.

If an unexpected delay affects your order, we'll contact you using the details provided at checkout.

HOW MUCH IS SHIPPING?

UK shipping costs are calculated at checkout according to the applicable delivery service and the details of your order.

Available delivery options and their costs will be displayed before you complete your purchase.

WILL I RECEIVE TRACKING?

Tracking is available with our selected Royal Mail tracked services. If you choose a tracked delivery option, your tracking details will be provided once your order has been dispatched.

Please allow some time for tracking information to appear and update after Royal Mail receives your parcel.

Every order is packed with care to help your treasures arrive safely.

Natural crystals are formed by nature, and each specimen is unique. Inclusions, internal fractures, natural surface features, variations in colour, texture and shape may occur. These characteristics are part of the individuality of natural stone.

We carefully select and package each piece, taking its individual characteristics into account. Particularly delicate specimens may still require additional care when unpacked and handled.

Please inspect your order on arrival. If anything appears damaged or incorrect, contact us so we can help.

CHANGED YOUR MIND?

We understand that sometimes a piece may not be quite right for you. For most online purchases, you have the legal right to cancel your order within 14 days of receiving your goods, without needing to give a reason. Once you've notified us of your decision to cancel, you have a further 14 days to return the goods.

HOW DO I REQUEST A RETURN?

To cancel an eligible order, please email us at returns@veilandhex.com within 14 days of receiving your goods. Please include your order number and confirmation that you wish to cancel your purchase.

We'll reply with the next steps for returning your order.

RETURNING YOUR ORDER

Unless otherwise agreed or your statutory rights require us to cover the cost, you are responsible for the direct cost of returning unwanted goods.

Please take reasonable care when handling items you intend to return. You may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

REFUNDS

When you cancel an eligible order, we'll refund the cost of the goods and the standard delivery charge, in accordance with applicable consumer law. If you chose a more expensive delivery option, we'll refund up to the cost of our least expensive standard delivery option.

Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that you've sent them back, whichever happens first. Refunds will be made using your original payment method, unless otherwise agreed.

Your statutory consumer rights are not affected by this policy.