FREQUENTLY ASKED QUESTIONS / FAQS

ORDER

How to order?


Just add whatever products you are interested in into your shopping cart. Then checkout. We do NOT process orders placed via Instagram or Facebook DMs. PRO TIP: Ensure that you have provided a CORRECT & COMPLETE shipping information when you checkout. Your MOBILE NUMBER is required so courier can contact you easily should they have difficulties locating your address.




How long does it take for my order/s to ship?


Please allow us at least 3-5 business days to prepare for your order/s. Delays may occur due to high volume of orders (especially during promos / sales and the Holiday Season). As a reminder, we do not have ready made Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. We customise and make them individually for each client solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master/Teacher @thewhimsicalarcane cleanse, charge and program them specifically for our clients’ healing needs. Our Reiki Master performs her cleansing ritual seriously. Trust the process. We will send your tracking number as soon as courier has picked up your package.




I changed my mind, how do I cancel my orders?


All orders placed should be final. Please be extra mindful when placing your orders and be sure that they are final. Once your orders have started its creation and cleansing process, know that we are working with them energetically, setting an intention for the wearer's highest good which is primarily why we do not allow order cancellation. As a reminder, we do not have ready made Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. We customise and make them individually for each clients solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master / Teacher cleanse, charge and program them specifically for our clients healing needs. You may only cancel items or orders that are not yet made, cleansed and shipped. Pop us an email at info@theauroranight.com with a subject line: CANCEL (Order Number). Please provide the ff. information: REASON FOR CANCELLING: We will reply to your email regarding the status of your order.




Do you accept bulk orders?


Yes, for a minimum of 10pcs of the same kind (eg. 10pcs Madagascar Rose Quartz Crystal Bracelets). Our only requirement is that you give us a heads up at least 1-2 months (we will notify you should there be delays in shipment) before actual expected delivery - this is to give us time to acquire your crystals and prepare for your orders. Each item will be packed individually. For further inquiries, please pop us an email with a subject line: BULK ORDERS: (Name of Crystal/s) *Bulk Order Discount does not apply if item is already on sale or already have a discounted price.




My order was canceled. What do I do?


Once your order has been canceled, we can not recover it. You may reorder again.




Do you accept rush orders?


No. We do not accept RUSH ORDERS as each piece must go through an entire cleansing process via Reiki with our Reiki Master. Please allow us at least 3-5 business days to prepare for your Crystal Healing Bracelets. Delays may occur due to high volume of orders (especially during promos / sales and the Holiday Season). As a reminder, we do not have ready made Crystal Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. We customise and make them individually for each client solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master/Teacher @thewhimsicalarcane cleanse, charge and program them specifically for our clients’ healing needs. Again, we would like to remind you that there are NO SHIPPING on Saturdays, Sundays, Holidays and Full Moons. Kindly check our Shipping Policies here.





PRODUCT

Are the crystals real / authentic?


Yes! We only work with natural and genuine crystals.




How do I know my wrist size?


We recommend wrapping your wrist with a measuring tape and measure your wrist size in centimeters to ensure correct sizing of your Crystal Healing Bracelets. Please measure your wrist with NO ALLOWANCES. Check our Size Chart & Guide.




What are the sizes of your crystal beads?


All of our crystals are 10mm but we do have a select few of 6mm. To know which crystals are 6mm, go to our Crystal Arsenal and select Filter by Crystal Diameter.




Where do you source your crystals?


Most of our crystals are from Brazil, Madagascar, Russia, India, Japan, USA, Australia. Our goal is to acquire them as naturally and ethically as possible.




Do you customise?


Yes! We customise crystals bracelets based on your preference. Price depends on the rarity of the crystals that you choose and your wrist size. You may personalized your Crystal Bracelets via our Create Your Own Arsenal. We will send you photos of your customised Crystal Bracelets via email. Please check your Inbox or Spam Folder regularly. We do not ship your orders until we get your approval.




How are the crystals packed?


Your order will be mindfully packaged using eco-friendly materials. The bracelets and amulets are enclosed in a pouch and packed in a sealed box which is made from 100% recycled materials. For eco-friendly purposes, each box contains up to three bracelets. You can request, for free, one box per each bracelet (not valid during promos or sales). Just leave us a message in the Notes section before you Check Out. Crystal Care instructions are also included in the box.




Do you cleanse your crystals before you ship?


Absolutely! This is what we are known for. All crystals are cleansed by an Intl. Cert. Usui Reiki & Crystal Reiki Master / Teacher. This is our way of helping people in their 'healing journey'. Once you received your package, open the pouch, hold your crystals and focus on the crystals to fully activate their healing abilities which are meant to heal you specifically. Please read Crystal Care Instructions that comes in the box.




What is Usui Reiki / Crystal Reiki and how does it work?


Reiki is an energy healing art using hand or palm movements that can balance and relieve energy blockages. Since crystals were used for centuries as tools for healing and increase levels of awareness, Crystal Reiki utilizes the frequencies or healing properties that reside within the earth and amplifies them through the power of Reiki energy.




Can I request crystals that are not listed in your arsenal?


Absolutely! Pre-orders are allowed. We will do our best to acquire the crystal that you are looking for. However, you will be charged the full price of the crystal/s at the time of placing the pre-order. Availability of the crystals usually takes 1-3months shipping. You will be given updates should there be any delays. Please email the ff at info@theauroranight.com: NAME: SHIPPING ADDRESS: MOBILE NUMBER: CRYSTAL REQUEST: CRYSTAL DIAMETER SIZE: WRIST SIZE:




Do you have (name of crystal) / Do you have crystals for....?


To look for crystals, use our SEARCH bar located at the top left corner of our site if you're using a desktop / laptop or below our logo if you're using a mobile phone.





PAYMENTS

How do I pay?


Payment is via Paypal, BDO or BPI. You should be able to see payment instructions after checkout. We'll proceed with processing and preparing your order as soon as we've received payment. For offline / manual payments, please send copy of deposit slip or screenshot of completed mobile transaction to info@theauroranight.com along with your ORDER NUMBER. Kindly allow us at least 24 hours (upon receiving your proof of payment) to verify and confirm your payment. For proper documentation and order processing, we strictly do NOT accept copy of deposit slip or screenshot of completed mobile transaction sent via Instagram / Facebook DMs. Please check your email regularly. As a reminder, we do not have ready made Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. We customise and make them individually for each clients solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master / Teacher cleanse, charge and program them specifically for our clients healing needs. For more info, please read our Payments Policy.





CUSTOMER CARE

How do I contact someone to help me?


You can email us at info@theauroranight.com, email responses are usually returned within 24-48 hours. Delays may occur due to increase amount of emails we received on a daily basis. You can also send us a DM on our Instagram account: @auroranight.ph. We are open from 8am-5pm (Philippine Time), Mondays - Fridays only. Saturdays and Sundays are for self-care and rest.




What time are your (energetic) gates open?


We sell online and we are available from 8am-5pm (Philippine Time), Mondays - Fridays only. Saturdays and Sundays are for self-care and rest. We are also closed during Holidays and Full Moons. All inquiries past 8pm will be accommodated the next business day.





WARRANTY & REPAIR

My crystal bracelet's string broke! What do I do?


Don't worry! We got this! We offer free repair up to 6 months from the date of purchase however there will be an additional fee should you need to add crystal/s. Shipping back and forth will be shouldered by the client. Please allow up to at least 3-7 business days upon receiving your bracelet to be repaired as each piece must go through an entire cleansing process via Reiki again. Please return the items with its box and properly packed. We are not responsible should we receive your items damaged due to poor packaging. Pop us an email at info@theauroranight.com with a subject line: REPAIR (crystal bracelet name, eg: Success). Please provide the ff. information: NAME: SHIPPING ADDRESS: REGION (For Locals): POSTAL CODE: MOBILE NUMBER: INSTAGRAM HANDLE / ACCOUNT NAME: ORDER NUMBER: CRYSTAL BRACELET: WRIST SIZE: REPAIR INSTRUCTIONS:




My crystal bracelet is too tight / loose...


We do not accept any responsibility or liability for the incorrect purchase of our products. Please take careful note and provide us the precise measurements, primarily shown in centimeters (cm). We can, however repair it for you - just send it back to us and we will restring using the correct measurement. We offer free repair up to 6 months from the date of purchase however there will be an additional fee should you need to add crystal/s. Shipping back and forth will be shouldered by the client. Please allow up to at least 3-7 business days upon receiving your bracelet to be repaired as each piece must go through an entire cleansing process via Reiki again. Please return the items with its box and properly packed. We are not responsible should we receive your items damaged due to poor packaging. Pop us an email at info@theauroranight.com with a subject line: REPAIR (crystal bracelet name, eg: Success). Please provide the ff. information: NAME: SHIPPING ADDRESS: REGION (For Locals): POSTAL CODE: MOBILE NUMBER: INSTAGRAM HANDLE / ACCOUNT NAME: ORDER NUMBER: CRYSTAL BRACELET: WRIST SIZE: REPAIR INSTRUCTIONS:




My crystal bracelet's string broke and missing crystals! What do I do?


Don't worry! We got this! We offer free repair up to 6 months from the date of purchase however there will be an additional fee should you need to add crystal/s. Shipping back and forth will be shouldered by the client. Please allow up to at least 3-7 days upon receiving your bracelet to be repaired as each piece must go through an entire cleansing process via Reiki again. You will however, have to purchase the missing crystals to complete the bracelet. Please return the items with it's box and properly packed. We are not responsible should we receive your items damaged due to poor packaging. Pop us an email at info@theauroranight.com with a subject line: REPAIR (crystal bracelet name, eg: Success). Please provide the ff. information: NAME: SHIPPING ADDRESS: REGION (For Locals): POSTAL CODE: MOBILE NUMBER: INSTAGRAM HANDLE / ACCOUNT NAME: ORDER NUMBER: CRYSTAL BRACELET: WRIST SIZE: REPAIR INSTRUCTIONS:




My crystal bracelets' repair warranty are already expired and I need to have them repaired. What do I do?


We offer free repair up to 6 months from the date of purchase should they exceed the warranty date there will be a repair fee. There will also be an additional fee should you need to add crystal/s. Shipping back and forth will be shouldered by the client. Please allow up to at least 3-7 business days upon receiving your bracelet/s to be repaired as each piece must go through an entire cleansing process via Reiki again. Please return the items with its box and properly packed. We are not responsible should we receive your items damaged due to poor packaging. Pop us an email at info@theauroranight.com with a subject line: REPAIR (crystal bracelet name, eg: Success). Please provide the ff. information: NAME: SHIPPING ADDRESS: REGION (For Locals): POSTAL CODE: MOBILE NUMBER: INSTAGRAM HANDLE / ACCOUNT NAME: ORDER NUMBER: CRYSTAL BRACELET: WRIST SIZE: REPAIR INSTRUCTIONS:




My crystal amulet's chain broke! What do I do?


Don't worry! We got this! We offer free repair up to 6 months from the date of purchase however there will be an additional fee should you need to add crystal/s. Shipping back and forth will be shouldered by the client. Please allow up to at least 3-7 business days upon receiving your bracelet to be repaired as each piece must go through an entire cleansing process via Reiki again. Please return the items with its box and properly packed. We are not responsible should we receive your items damaged due to poor packaging. Pop us an email at info@theauroranight.com with a subject line: REPAIR (crystal amulet name, eg: Amethyst Amulet). Please provide the ff. information: NAME: SHIPPING ADDRESS: REGION (For Locals): POSTAL CODE: MOBILE NUMBER: INSTAGRAM HANDLE / ACCOUNT NAME: ORDER NUMBER: CRYSTAL AMULET: WRIST SIZE: REPAIR INSTRUCTIONS:





SHIPPING

How can I track my order?


You will receive an email confirmation once your order is shipped along with your tracking number with a link to the courier's website. Please wait at least 6 hours (from the time that we have sent your tracking number) for the courier to update their tracking site.




What is the Philippine Standard Shipping?


We ship anywhere in the Philippines. Our standard shipping is via LBC (1-3 business days within Metro Manila and Provincial areas). Do note that these could be delayed during Holidays or busier times. We postpone our Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences, crafting during Full Moons for we also cleanse and charge all our crystals during this period. We will send you your tracking number as soon as the courier picked up your order.




I still haven't received my orders...


We are sorry to hear that. Kindly check the status of your package using the tracking number that was provided to you and make a report via the courier's website or call their 24/7 hotline at (02) 8858 5999. As a gentle reminder, always provide COMPLETE and CORRECT shipping details so the courier will be able to locate your address easily. We are not responsible if your package went missing or marked as undelivered due to incomplete shipping info that was provided. We always make sure that we write down your shipping info on the courier's waybill exactly as you have provided us. We can help out by making a follow up with the courier.




What is the International Standard Shipping?


We ship worldwide. Our standard shipping is via LBC 3-5 business days. Do note that these could be delayed during Holidays or busier times. We postpone our Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences crafting during Full Moons for we also cleanse and charge all our crystals during this period. We will send you your tracking number as soon as the courier picked up your order. All International Customers are responsible for any Custom / VAT fees that occur when the product arrives to your country.




Do you offer Free Shipping?


Yes, you can claim your FREE SHIPPING COUPON at the Rewards menu when you download our app. Terms & Conditions: 1. Valid for 1 shipping address per order only. 2. All Free Domestic Shipping Coupons are valid in the Philippines only.




How fast can you ship my order?


CRYSTALS Please allow us at least 3-5 business days to prepare for your Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. Delays may occur due to high volume of orders especially during promos or sales. As a reminder, we do not have ready made Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences, we customise and make them individually for each client solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master/Teacher @thewhimsicalarcane cleanse, charge and program them specifically for our clients’ healing needs. GOURMET TEATOX & OTHER READY MADE PRODUCTS We ship the next business day upon receiving payment. FOR BULK ORDERS (minimum 10) Please allow us at least 1-2 months (also depending on stock availability of your desired crystals) to prepare for your Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. Delays may occur due to high volume of orders especially during promos or sales. As a reminder, we do not have ready madeCrystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences, we customise and make them individually for each client solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master/Teacher @thewhimsicalarcane cleanse, charge and program them specifically for our clients’ healing needs. We will contact you via email regarding the status of your bulk order.





REPLACEMENTS

I changed my mind and want to replace my orders. What do I do?


All orders placed should be final. Please be extra mindful when placing your orders and be sure that they are final. Once your orders have started its creation and cleansing process, know that we are working with them energetically, setting an intention for the wearer's highest good which is primarily why we do not allow order cancellation and replacement. As a reminder, we do not have ready made Crystal Healing Bracelets, Crystal Amulets, Crystal Candles and Crystal Sacred Essences. We customise and make them individually for each clients solely because our Intl. Cert. Usui Reiki & Crystal Reiki Master / Teacher cleanse, charge and program them specifically for our clients healing needs.




I received my order with damage and broken items. How do I ask for replacement?


We apologize for inconvenience caused by the courier for mishandling your orders. As a gentle reminder, we are not responsible for any weather related damage, delays, lost, stolen or any handling concerns once package has been shipped. Rest assured that we have packed them securely and have released them to the courier in good condition. Should you receive your orders damaged, please pop us an email at info@theauroranight.com with a subject line: REPLACE (Order Number). Please provide the ff. information: Full Name: Item/s to be replaced: Photos of broken / damaged items We will report this incident to the courier and will provide them all details including the photos you sent. This report will be under investigation and courier may ask further questions regarding the item/s. Please note that the investigation done by the courier may take weeks, sometimes months. We will send a replacement as soon as we can.





ALL OUR CRYSTALS ARE CLEANSED & CHARGED BY AN INTL. CERT. USUI REIKI & CRYSTAL REIKI MASTER TEACHER

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The Crystal Healing Arsenal

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