FAQs

Your Questions Answered

Welcome to our FAQ. Here you'll find answers to the most common questions about ordering from Sanctum Noctis, shipping, returns, and our products. If you can't find what you're looking for, feel free to contact us at alchemy@sanctumnoctis.co.uk

Ordering & Payment

How do I place an order?

Simply browse our collection, add items to your cart, and proceed to checkout. You'll need to provide your delivery address and payment information. Once your payment is processed, you'll receive an order confirmation email.

What payment methods do you accept?

We accept major credit and debit cards, PayPal, and other payment methods available through Shopify's secure checkout system. All transactions are encrypted and secure.

Is it safe to use my card on your website?

Absolutely. We use Shopify's secure, PCI-compliant payment system. Your payment information is encrypted and we never store your full card details.

Can I modify or cancel my order after placing it?

Once payment has been processed, we cannot modify products or quantities in your order. We may be able to update your delivery address or contact details if you email us immediately at alchemy@sanctumnoctis.co.uk — but please note this may not be possible once your order has been dispatched.

To cancel an order, contact us as soon as possible. If your order hasn't been dispatched yet, we'll process a full refund. If it's already been sent, you'll need to follow our standard returns process.

Do I need to create an account to order?

No, you can check out as a guest. However, creating an account allows you to track orders, save your details for faster checkout, and view your order history.

Will I receive an order confirmation?

Yes! You'll receive an email confirmation immediately after placing your order. If you don't receive it within a few hours, please check your spam/junk folder, then contact us at alchemy@sanctumnoctis.co.uk

What if an item is out of stock?

Out of stock items will be marked as "Sold Out" on our website and cannot be added to your cart. If an item becomes unavailable after you've placed your order, we'll notify you via email and issue a partial refund for that item. The rest of your order will still be dispatched.

Shipping & Delivery

Where do you ship?

We currently ship exclusively within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. We hope to offer international shipping in the future.

How much does shipping cost?

Shipping costs are calculated based on your delivery zone and the weight of your order:

UK Mainland: £2.79–£5.99
Northern Ireland: £7.79–£14.50
Scottish Highlands & Islands, Channel Islands, Scilly Islands: £7.79–£14.50

For full details, visit our Shipping Policy.

How long will delivery take?

Processing: 3–5 working days (longer during peak periods)
Delivery: 2–5 working days after dispatch (depending on your zone and courier)

So in total, most UK Mainland orders arrive within 5–10 working days from when you place your order.

Which courier do you use?

We use several trusted couriers depending on your location and order weight:

Yodel — UK Mainland and some Zone 2/3 deliveries
APC — UK Mainland orders over 3kg (next-day service)
DPD — Northern Ireland orders over 3kg
DHL — Channel Islands

Will I receive tracking information?

Yes, where available. You'll receive a shipping confirmation email with tracking details once your order has been dispatched. Tracking updates may take 24–48 hours to appear.

What if my order hasn't arrived?

If your order hasn't arrived within 2 weeks of dispatch, please contact us immediately at alchemy@sanctumnoctis.co.uk with your order number. You have 21 days from payment to report missing items.

Can I change my delivery address after ordering?

Contact us immediately at alchemy@sanctumnoctis.co.uk — we may be able to update your address if the order hasn't been dispatched yet. Unfortunately, we cannot guarantee changes once dispatch has occurred.

Do you offer expedited or next-day shipping?

UK Mainland orders over 3kg are automatically sent via APC's next working day service. We don't currently offer premium shipping upgrades for smaller orders.

Returns & Exchanges

Can I return an item if I change my mind?

Yes! In accordance with UK consumer law, you have 14 days from receiving your order to cancel. However, please contact us within 10 days of receipt at alchemy@sanctumnoctis.co.uk to allow time for processing. We'll provide return instructions, and you'll then have 14 days to post the item back to us.

Items must be unused, in original packaging, and in "as new" condition.

What items cannot be returned?

Used items
Custom or personalized products
Perishable goods or items with use-by dates
Items explicitly marked as non-returnable

For full details, see our Returns & Exchanges Policy.

Who pays for return shipping?

You are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

How long do refunds take?

Refunds are processed within 30 days of us receiving your return. The refund will be issued to your original payment method.

What if my item arrives damaged or faulty?

Damaged items: Within 48 hours of receipt
Faulty items: Within 72 hours of receipt

Email us at alchemy@sanctumnoctis.co.uk with your order number and photos of the damage/fault. We may request photographic evidence for items under £15 rather than a physical return.

What if I received the wrong item?

Contact us within 30 days at alchemy@sanctumnoctis.co.uk. We'll arrange for the correct item to be sent and provide return instructions for the incorrect item.

Products

Are your products handmade?

Many items in our collection feature handcrafted elements or are made from natural materials. Due to the artisanal nature of these products, slight variations in color, texture, size, and appearance may occur — we see these as part of their unique charm and character.

Why do product descriptions mention natural variations?

Natural materials like crystals, wood, and handcrafted items will vary slightly from piece to piece. This is normal and adds to each item's individuality. We photograph products as accurately as possible, but please expect minor differences.

How do I know which product is right for me?

Our product descriptions include detailed information about materials, dimensions, and suggested uses. If you need additional guidance, email us at alchemy@sanctumnoctis.co.uk — we're happy to help you choose.

Do you provide care instructions for products?

Yes, where applicable. Care instructions are included in product descriptions or with your order. For specific questions about caring for your items, contact us.

Are your crystals ethically sourced?

We work with suppliers who prioritize ethical sourcing practices. While the crystal industry can be complex, we're committed to transparency and continuous improvement in this area.

Can you guarantee specific "magical" or spiritual results?

No. Any references to mystical, magical, or spiritual properties are for inspirational and entertainment purposes only. We make no claims regarding supernatural effects or outcomes. Your practice and intention are what bring magic to these tools.

Do you offer wholesale or bulk discounts?

For wholesale inquiries or partnership opportunities, please contact us at alchemy@sanctumnoctis.co.uk

Account & Privacy

How do I create an account?

Click "Account" or "Sign In" at the top of our website, then select "Create Account." You'll need to provide an email address and create a password.

I forgot my password. What do I do?

Click "Forgot Password" on the login page and follow the instructions to reset it.

How is my personal information protected?

Your privacy is sacred to us. We collect and process your data in accordance with UK GDPR requirements. For full details, read our Privacy Policy.

Can I unsubscribe from your emails?

Yes, absolutely. Every marketing email includes an "unsubscribe" link at the bottom. You'll still receive important emails about orders you've placed.

General

Where are you based?

Sanctum Noctis is based in the United Kingdom and ships exclusively within the UK.

Do you have a physical store?

Not at this time. We operate exclusively online, allowing us to focus on curating the best possible collection and providing excellent customer service.

How often do you add new products?

We regularly add new items to our collection. Sign up for our newsletter or follow us on social media to be notified of new arrivals.

Do you offer gift wrapping?

Not currently, but this is something we're considering for the future. If you're ordering a gift, you can include a note at checkout.

Can I suggest products you should stock?

We'd love to hear from you! While we can't guarantee we'll stock every suggestion, customer feedback helps us understand what our community is seeking. Email us at alchemy@sanctumnoctis.co.uk

How can I stay updated on new products and offerings?

Newsletter: Sign up on our homepage for exclusive updates
Social Media: Follow us for product launches, rituals, and inspiration
Website: Check back regularly — we update our collection often

I have a question not answered here. What should I do?

Need More Information?

Shipping Policy — Delivery zones, rates, couriers, and timelines
Returns & Exchanges — Complete returns process and eligibility
Terms of Service — Your rights and our policies
Privacy Policy — How we protect your information
Contact Us — Get in touch with questions

May the answers you seek reveal themselves. If not, we're only an email away.