SPIRIT CONNEXIONS FAQ’S
GENERAL INFORMATION
The Spirit Connexions website has been designed with you in mind. Browse by collection, by gemstone, by chakra or use the search box to look for specific products. Once you have found the item, choose the desired size from the options available, add it to your shopping bag and proceed to checkout when you are ready to purchase. You can manage your account online and check the progress of your order(s) from the ‘My Account’ section.
Yes. We use industry standard Secure Socket Layer (SSL) encryption; details such as your name, address and other critically sensitive information are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows in the status bar or address bar of your browser, (please check your individual browsers help pages if you are unsure where the padlock should appear). We do not hold any details of your Credit/Debit cards on our database to ensure your maximum security. All Credit/Debit card payment processing is actioned by our PCI payment providers STRIPE and PAYPAL.
Yes. You can browse our website and add item(s) to your basket without creating an account. Once you proceed to checkout and need to enter in personal details and submit payment, you will be asked to set up an account at this stage. This ensures your online shopping is safe and secure, and gives us the information needed to delivery your order to you. Once an account has been created, you can view and track your orders, store multiple shipping addresses, manage your newsletter subscription & wish list, and update your account information.
Your username is your email address.
Simply click here, enter your email address and click ‘Reset Password’. We will then send you an email with a new password. You can change your password at any time by logging into your account.
Once you have created an account, you can log in whenever you want. From the ‘My Account’ section you can change your contact details, email address, password, and manage your address book. From time to time, please revisit ‘My Account‘, to ensure your details are up to date.
Products are listed in British Pound Sterling (£).
ORDERING & DELIVERY
Each and every bracelet is made as the order is received. For this reason, we have a processing time of 3-5 working days for bracelet orders. At this stage your order status is set as Processing.
All other stock items we aim to dispatch them the same day, with a cut-off time of 12pm (midday). We don’t guarantee this but try our absolute best.
All orders are sent with Royal Mail. Within the UK the delivery aim (transit time) is 1-2 business days. Elsewhere the delivery time ranges between 5 and 14 business days.
Placing an order on our website is easy. Once you’ve found what you’re looking for, choose the correct size from the options available and click ‘add to bag’ – your item will be added to the mini bag (found in the top right corner of the page). When you are ready to complete your order, click ‘view bag’ or ‘checkout’ within the mini bag to continue to checkout.
Checkout is where you pay for your item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do. Once your order has been confirmed, you can log into your account to track your parcel.
You will receive an order number, which is shown on the order confirmation screen. You should also receive a confirmation email. If you don’t receive this email, check your junk/spam folder.
We accept Visa, MasterCard, Visa Debit, Solo, Maestro, American Express (AMEX), Visa Electron, PayPal and Klarna.
Yes, as soon as your card is authorised your card will be charged.
Yes, we deliver to a range of international locations.
We appreciate that customers living in certain countries e.g. Hong Kong or Eire, don’t have a postcode. As this field is mandatory, simply add a dash (-) into the field so that you can place your order successfully.
It might be possible to change your order, providing it hasn’t already been made for you. Contact us with your order number to ask.
Unfortunately not. All orders must be placed online, using our secure payment systems.
Unfortunately we do not offer price adjustments, so the price stated on the site at the time of purchase is the final price.
This can happen for a number of reasons. Firstly, please check that the card details you entered are correct and the billing address matches up exactly with the information held by your card issuer. If the problem still occurs then please try another card. If you are still experiencing a problem after trying both of these options, then please contact your card issuer or bank.
Our delivery charges are clear and are visible from the cart/checkout pages. Generally speaking, the products we stock and sell are varying in size and weight. Because of this fact, we tend to not offer a single delivery cost. The idea behind this is to save you money.
On occasions we run a free delivery offer. This will be visible throughout the website and within the checkout process in the order summary section.
We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means that you are liable for any local sales taxes or import duties which may be charged on your item(s). We have no control over these charges and cannot confirm how much the charges may be. You are also responsible for providing any information required by customs to ensure the goods are cleared. Occasionally goods may be subject to delays, due to customs or weather.
Spirit Connexions cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. As the customer, you are responsible for paying the duty.
Customs policies vary widely from country to country so we recommend you contact your local customs office for more information.
Late deliveries could be due to a number of reasons. In the first instance please check to see where your parcel is with Royal Mail. Log in to ‘My Account’, click on ‘View Order’, and then use your tracking number to track your parcel on their website. The tracking information will state if there is an issue with your order. If you feel it’s ‘severely overdue’ please contact us, quoting your order number, and we will investigate further.
Yes, all deliveries require a signature.
edit – 30th March 2020. During the COVID-19 pandemic, Royal Mail and all other couriers are not asking for signatures at this time. They will sign on your behalf. A photo may be taken and all deliveries are marked as signed for against the GPS location of your delivery address. This GPS scan is proof of successful delivery to your address.
Yes, you have the option when ordering to choose a different delivery address to your billing address. After entering your billing address during step 1 of the checkout process, choose ‘ship to different address’. Then continue to step 2, entering in your shipping/delivery information.
We want all our customers to be completely satisfied with their goods, so if you believe there is a fault with an item you have received, please contact us, stating the problem, your full name, contact details and order number, so that we can look into this immediately and get an alternative sorted out for you. If possible, take images of the packaging or any other defects.