FAQ
Couldn't find your answer?
I'm here to help. If you couldn't find the information you were looking for, please reach out directly and I will respond within 24 hours (Mon-Thur) or 48 hours (Fri-Sun). I'm happy to answer any questions you have!
Orders & Payment
Can I make changes to my order before it ships?
Due to the items being handmade to order, you only have 1 hour after placing your order to let me know what changes need to be made. Reach out to me directly via the contact page and will be happy to help.
Why isn't my payment going through?
Please double check to ensure you're using the proper billing zip code associated with the credit card. Check for incorrect payment details, insufficient funds, or outdated payment information. If you are still having issues after confirming all the above information is correct, please contact us.
Will I be charged right away when I place my order?
Yes, your card will be charged right away. We don't store payment information for security purposes.
What payment methods do you accept?
We accept payment from debit or credit cards - Visa, Mastercard, Discover, American Express, Diners Club, Bancontact, & Ideal. As well as payments made by ApplePay, GooglePay, ShopPay, & PayPal.
Why was I charged tax?
We are legally obligated to collect sales taxes based on the location (destination). All tax will be shown at checkout prior to purchase.
I never received a confirmation email, what should I do?
Sometimes this email gets sorted into spam or promotions folders, so be sure to take a look in there if it feels like you’ve been waiting a little too long. If it's not there, ensure the notification is enabled in account settings and verify your email address. If you still don't see the confirmation email please contact us.
How does pay later with Klarna work?
Klarna is a buy now, pay later service thatallows you to split your purchase into installments, pay it off in 30 days, or arrange for longer-term financing.You can choose from various payment plans like "Pay in 4" or "Pay in 30 days".With "Pay in 4," you split the purchase into four interest-free payments, usually paid every two weeks."Pay in 30 days" offers a grace period of up to 30 days to pay without interest or fees, if paid on time.
Do you offer discount codes?
Shipping is free on USA orders over $50 and will automatically be applied at checkout. Occasionally I will offer limited time promotional codes to returning customers, so subscribe to our emails for future codes.
What currencies do you accept?
If we ship to your country, we offer checkout in your local currency. If there are any currencies that you are looking for that aren't currently avaliable please contact us.
How do I purchase a gift card?
To purchase one online you simply add it into your cart like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours.
To buy one of our gift cards please click here.
If you have still not received it after this time frame, please contact us with your order number and we will resend your gift card details to you. Your gift card is valid for 12 months from the date of purchase. Our gift cards are non-transferable and cannot be cancelled or returned.
Can I cancel my order after placing it?
Due to the items being handmade to order, you only have 1 hour after placing your order to let me know what changes need to be made. Reach out to me directly via the contact page and will be happy to help.
Shipping
How long will it take for my order to arrive?
Since all my work is made-to-order, lead time differs per design/size. Processing times can be found in all listing descriptions. For custom commissions, a lead time will be provided in the free quote given. We currently offer both Economy (5-8 days) and Standard (3-5 days) shipping.
My order never arrived, what do I do?
Oh no! We’re sorry to hear that. Our shipping carriers work independently from Moonstone Mindset, but here are a few solutions we can offer:
If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.
If the tracking hasn’t been updated in an unusually long time or if it was never updated since the label was created, chances are it was lost in transit. Please send an email to moonstonemindset@gmail.com so we can help you look into this.
If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.
Customer support must be notified of any lost packages within 30 days of the ship date. If a package is not reported as lost within 30 days of the ship date, customer service will not be able to assist with a replacement or refund.
How do I track my order?
Once your order ships, you’ll receive a separate email providing you with a tracking number to track your order.* Sometimes this email gets sorted into spam or promotions folders, so be sure to take a look in there if it feels like you’ve been waiting a little too long.
When in doubt, you can always log into your account and click on the order in question to see its status.
*Please note that sometimes tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way!
What delivery options do you offer?
We currently offer both Economy (5-8 days) and Standard (3-5 days) shipping.
Is your packaging recyclable?
We try to be as eco-friendly as possible by reusing old packaging. Most of our shipping materials are recyclable.
This item is a gift, can I have it gift wrapped?
Yes, please let us know at checkout that your order is a gift and I will gift wrap it for you at no extra cost.
Returns and Exchanges
What is your return policy?
Due to the items being handmade to order, you only have 1 hour after placing your order to let me know what changes need to be made. Reach out to me directly via the contact page and will be happy to help.
My item arrived broken/damaged, what should I do?
If an item is damaged during transport, we will happily arrange an exchange free of charge. Send us an email at moonstonemindset@gmail.com within 15 days of receiving the item and we will take care of it for you!
Can I exchange an item?
Due to items being handmade to order, all sales are final. If you received an item that was broken or damaged during transit, please contact us within 15 days of receiving your order and we will be happy to help.
Custom Commissions
How do I place a custom order?
Please visit the custom commissions page and fill out the form to receive a quote.
I have an idea, but need help finalizing the details, can you help?
Yes! Use the form on the custom commissions page to tell me about your idea. I will be in contact with you within 24 hours (Mon-Thur) or 48 hours (Fri-Sun) to work together to finalize the details of your custom creation.
What is the custom order creative process like?
After filling out the form on the custom commissions page, I will be in contact within 24 hours (Mon-Thur) or 48 hours (Fri-Sun) to work together to finalize the details of your custom creation and provide a quote. I will then send you a custom listing to purchase. I can be in contact with you during the creative process as much or little as you like. Some customers enjoy seeing photos throughout the creative process and others want the final piece to be a surprise when they receive it in the mail. Just let me know your preference!
How long will it take to get my custom order?
Due to these custom orders varying in size and detail, each piece will have a different processing time. Fill out the form on the custom commissions page and I will provide you with a processing time.
What shipping service do you send custom orders with?
We currently offer both Economy (5-8 days) and Standard (3-5 days) shipping. Shipping is free on USA orders over $50. If your order qualifies for free shipping, Economy shipping will be used. If you would like to upgrade (there will be an upcharge) to a faster ship time, please contact me before checkout and I will change it for you. UPS Express will be used for large wall hangings.
How can I get a quote for how much my custom piece will cost?
Please visit the custom commissions page and fill out the form to receive a FREE quote.
I like one of your products you already have for sale, but I want to change something on, can I?
Absolutely! Visit the custom commissions page and fill out the form to receive a quote.
All other inquiries
Can I visit your shop?
I currently work out of a home studio in St. Louis, Mo. If you are local and would like to visit me in person, follow me on social to stay up to date on what markets I will be attending.
The color I wanted is out of stock, when will it be back?
If there is a cord color that is out of stock, you can contact us letting us know what color it is and we will contact you as soon as it is back in stock.
Why can't I find an item that was advertised on social media?
Some of my pieces are custom commissions or artist creations with limited time cord or unique crystals. If there is a piece you loved and want but cannot find it for purchase on my website, please contact us. If you like the piece but want to make adjustments to it, please fill out the form on our custom commissions page.
I'm having trouble signing into my account, what should I do?
Oh no! Please try resetting your password initially. If this still doesn't work please contact us with your account details and we'll try and help!
Do I need to set up an account to place my order?
No, if you do not want to set up an account with us we have the option to checkout as a guest. All you'll need is your contact and shipping information!
How do I reset my password?
If you forgot your password, simply click the reset password button at login. If you have any issues please contact us.
Will my product look exactly like the photo?
Every item is handmade to order, so items may vary ever so slightly, but we do our best to ensure quality control and that your items look just like the photo.
Couldn't find your answer?
I'm here to help. If you couldn't find the information you were looking for, please reach out directly and I will respond within 24 hours (Mon-Thur) or 48 hours (Fri-Sun). I'm happy to answer any questions you have!