FAQs – The Healing Atelier

Orders:

1. HOW DO I PLACE MY ORDER?

Simply choose your item on the product page then click the “Add To Cart” button and follow the simple steps to complete your order.

We’ll prepare your order and let you know when it's on its way!

2. HOW LONG WILL IT TAKE TO SHIP MY ORDER?

Orders typically ship within 5 to 10 business days. For international orders, transit will take an additional 4 to 6 weeks.

3. MY TRACKING NUMBER ISN’T WORKING

Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.

4. I NEED HELP WITH A LATE ORDER

Orders typically ship within 5 to 10 business days. For international orders, transit will take an additional 4 to 6 weeks.

If your order has not arrived after 10 business days (domestic) and 30 business days (international), please contact our team, we are happy to assist.

5. WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

We accept Visa, Mastercard as well as Paypal.

6. WHEN WILL MY CARD BE CHARGED?

Just after your order has been successfully placed.

7. HOW SECURE IS MY PERSONAL INFORMATION?

We adhere to the highest industry standards to protect your personal information when you checkout and purchase.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

8. HOW SOON WILL MY ORDER SHIP?

USPS/UPS pick up every Wednesday morning. Shipping cutoff is 3pm MST Tuesday to allow enough time for us to have all orders packed in time for the shippers. Orders placed after the curoff will ship the following week. If time allows, we will always try to get any orders placed after the cutoff packed and ready before shippers arrive. Holidays and bad weather (snow storms) can cause delays as well and we will usually announce this on the website or social media.

9. DO YOU SHIP INTERNATIONALLY?

Yes! We ship Worldwide. If you do not see your country listed in shipping options, please email us. Buyers are responsible for all customs and import taxes for their purchases. VIV Gemstone is not responsible for any customs delays.

Outside U.K Customers:

You will be responsible for applicable import/VAT taxes. These are not charged at the time of purchase and will be due on receipt to your local government.

10. MY PACKAGE SAYS IT'S DELIVERED BUT I DIDN'T GET IT. IT MAY BE LOST OR STOLEN?

Start with checking your order to make sure you entered the correct address and there is no missing information. Be sure to check with neighbors or nearby areas where the package may have been left and anyone in your household who may have picked it up for you. Next call your local post office directly with your tracking number. Some times packages get left on the truck or may be lost along the way. Your local post office will start an investigation to find your package. If they do not find it, we will place a claim. We are not responsible for any lost, stolen or delayed packages. Once shippers have a package it is out of our hands.

11. MY PACKAGE IS LOST OR DAMAGED.

We insure all packages through a third party insurance and this is included in your shipping. If you've confirmed your package is either lost, damaged or destroyed let me know and we'll open an insurance claim for the value. Keep in mind, they will require proof of damage/loss such as statement from the shipper, pictures, etc. They will only reimburse the value of damage. We can not guarantee your claim will be accepted - we highly recommend collecting all evidence possible.

*If a package is thought to be lost and ends up being delivered to you at any point after insurance has paid you, they will request to be paid back immediately.

Shipping & Returns:

1. How long can I make a product returns?

At this time, all sales are final and orders cannot be cancelled. That being said, we want our customers to be happy and will generally accept exchanges for UK orders as long as you contact us within 3 days of delivery and send back the item(s) within 10 days of delivery. Buyer is responsible for return shipping costs and return items must be properly packed and received in the original condition. Buyer is responsible for any damage or loss in value. Exchange will be issued once return items are received in their original condition. Please email vivgemstone@gmail.com or reply to your Order Confirmation email to initiate an exchange. At this time we cannot accept returns. Exchanges will be provided with store credit. No refunds, all purchases are final. Restocking fee may apply on larger orders. This applies to shop orders only. Instagram & Facebook Sale purchases are shown in full view and not eligible for exchange.

2. What item is non-returnable?

a) Gift cards

b) Downloadable software products

c) Some health and personal care items

3. To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable):

- Book with obvious signs of use

- Tarot cards that has been opened

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error

- Any item that is returned more than 10 days after delivery

Payment:

1. How to make payment?

We accept Visa, Mastercard as well as Paypal.

2. Can I make payment by cash on delivery?

Unfortunately we do not accept cash on delivery at the moment.