𝙷𝚘𝚖𝚎 𝚘𝚏 𝚝𝚑𝚎 𝚝𝚑𝚒𝚗𝚐𝚜 𝚝𝚑𝚊𝚝 𝚜𝚎𝚝 𝚢𝚘𝚞𝚛 𝚜𝚘𝚞𝚕 𝚘𝚗 𝚏𝚒𝚛𝚎 ☆ 𝚃𝚊𝚔𝚎 𝚊𝚗 𝚎𝚡𝚝𝚛𝚊 𝟹𝟶% 𝚘𝚏𝚏 𝚜𝚊𝚕𝚎 𝚒𝚝𝚎𝚖𝚜. 𝚄𝚜𝚎 𝚌𝚘𝚍𝚎 𝚁𝙴𝙻𝙴𝙰𝚂𝙴 𝚊𝚝 𝚌𝚑𝚎𝚌𝚔𝚘𝚞𝚝
𝙷𝚘𝚖𝚎 𝚘𝚏 𝚝𝚑𝚎 𝚝𝚑𝚒𝚗𝚐𝚜 𝚝𝚑𝚊𝚝 𝚜𝚎𝚝 𝚢𝚘𝚞𝚛 𝚜𝚘𝚞𝚕 𝚘𝚗 𝚏𝚒𝚛𝚎 ☆ 𝚃𝚊𝚔𝚎 𝚊𝚗 𝚎𝚡𝚝𝚛𝚊 𝟹𝟶% 𝚘𝚏𝚏 𝚜𝚊𝚕𝚎 𝚒𝚝𝚎𝚖𝚜. 𝚄𝚜𝚎 𝚌𝚘𝚍𝚎 𝚁𝙴𝙻𝙴𝙰𝚂𝙴 𝚊𝚝 𝚌𝚑𝚎𝚌𝚔𝚘𝚞𝚝
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FAQ's

CONTACT 

How do I contact you?
All queries, resolutions, order inquiries and concerns can be directed to: contact@soulalchemyco.com. Alternatively you can submit a contact form via our 'Contact Us' page. 
Please allow up to 48 hours for a response within operating hours.

OPERATING HOURS + ORDER PROCESSING

What are your operating hours?
Monday - Friday: 9am to 5pm aest
All queries, order processing and general behind the scenes magic takes place within our operating hours. 

When will my order be processed & dispatched? 
We invest a lot of love and care into our packaging process, for us it's a ritualistic and intentional practice, we never want to rush through your orders. You should expect up to 1-4 business days during non peak periods and up to 3-6 business days during our busiest periods, to have your order dispatched. Order processing takes place within our operating hours. We promise, it will be well worth the wait!

If your order is urgent please email us to prioritise packing and use express shipping as an option

SHIPPING & ORDER HANDLING

Do you ship worldwide?
We are currently only shipping to Australia, New Zealand, Canada, U.K and U.S. If you reside outside of these areas and would like to place an order with us, please contact us directly to arrange a custom shipping quote.

How long does standard shipping take?
Standard shipping Australia wide generally takes 3-5 business days
Standard shipping New Zealand wide generally takes 7-12 business days
Standard shipping outside of these zones generally takes up to 14 business days
*Keep in mind this does fluctuate depending on busy periods, international custom delays and weather conditions.

How long does express shipping take? 
Express shipping Australia wide generally takes 2-3 business days
Express shipping New Zealand wide generally takes 5-8 business days
*Keep in mind this does fluctuate depending on busy periods, international custom delays and weather conditions.

We currently do not offer flat rate express shipping options outside of Australia and New Zealand. If you are outside of these zones and would like to use an express shipping service, please contact us directly to arrange a custom express shipping quote.

I have not received my order, what do I do? 
Please refer to our order processing and dispatch times. Once items are dispatched from our facilities and handed over to our delivery partners we are no longer responsible for the item/s or delivery issues should they arise, although we will do our best to assist in coordination with the partners. Once your order has been sent out all delivery enquiries must be directed to our delivery partners who will be able to provide insight and updates on your delivery. This information will be provided in your tracking confirmation email, if you not have received your tracking information ensure to check your spam/junk folders, alternatively you can reach out to us for this information.

If you have encountered any issues with your order during transit please reach out to us and we will liaise with our delivery partners.

SOURCING + ETHICS

Where do your crystals come from? 
Please refer to our 'Sourcing + Ethics' page for an in depth break down on where your crystals come from and how we implement our ethics in our operational practices