Which shipping options are available?
We ship packages in the Netherlands with DHL, which will bring the packages to your doorstep. Collecting at Kiala locations is also possible. You can also pick up at our company, but this is only possible by appointment. In the order notes you can indicate that you want to collect it from us, on which we then make an appointment with you. Of course it is also possible to buy our products in stores. For a list of shops, check out our “In Stores” page.
How long does it take before I receive my package?
An order before 5.00 pm takes 1-3 working days before you have it at your home (The Netherlands only), because we make handmade products. This is, except for Sundays and public holidays. It might be possible that packages get delayed on the holidays because of extremely busy days at the post offices. We advise you to place orders for Christmas shopping at least one week in advance.
Do you ship international orders?
Yes. We ship our international packages with PostNL. How long it takes for an international package to arrive depends on the destination and the customs. Normally it takes one to two weeks in the European Union and two to four in the rest of the world.
How do you pack your products for shipping?
All our products are sent in packages. The products are enclosed with bubble wrap and packaging material so that the products can move as little as possible and arrive well cared for.
Which payment options are accepted?
Orders can be securely paid with iDeal and PayPal.
Is it safe to make an online purchase?
Yes. We already have more than a thousand satisfied customers, spread over almost the entire world, our products are listed at several webshops, we are regularly on markets and our products are also in physical stores. You can follow what we do with Crystal Cave on social media, which also contains customer photos. You are of course also welcome to visit our products in real life!
Orders and returns
How do I place an order?
You can take your time to find out which product you like. If you have found something you like, select the amount of the product that you want and then press the “add to cart” button. To go to your shopping cart, go to the top right of the page and click on the shopping cart button, or go up in the menu to “my account” where you can click on “shopping cart”. If you are satisfied with your shopping cart content, you can click on “checkout”. You can choose whether you are creating an account, this is not mandatory. Enter your address, choose the desired payment method and complete your order.
Do I need an account to place an order?
You may create an account to place an order, but this is not necessary. It might be beneficial for you in the future, if you want to place multiple orders and don’t want to repeatedly enter your address. We don’t do anything with your personal address, we only use it to create a shipping label for sending your order.
Who should I contact with questions about my order?
You can send a message in the contact form in the “Contact” page, or send an e-mail directly to firstname.lastname@example.org. Always mention the order number of your order in an e-mail, so we can find your order information quickly.
How can I cancel or change my order?
If you’ve made an order and want to cancel it, of if you want to change your order, please contact us within 12 hours stating your order number using our contact form on the “Contact” page, or send us an e-mail directly to email@example.com.
How can I track my order?
You can see if your order is pending or has been completed (sent) on “Orders” in the “My Account” page that you can find at the top of the menu. We always send a tracking number of DHL with every order you make (The Netherlands only), which can be followed on the DHL tracking page.
How can I return my product?
Only unpacked products can be returned within 14 working days. Cosmetical products (soap) cannot be returned due to hygiëne if the seal of the packaging is broken.
Various questions (custom orders, wholesale availability)
I would like a custom product from you. Is that possible?
Ofcourse! If you have a photo of a certain stone that you love, certain colours that you’d like or if you want to let us do the magic and make a mystery coloured soap, candle or something else that we offer, we can do it all. We really like to do these kind of requests and we’d love to do it for you! We always show a picture if the product has been made, or if you want it to be kept a secret until delivery, we’ll ship it without a picture beforehand. Send us a message for the possibillities!
How long does it take for custom orders to process/waiting time?
This depends entirely on what kind of custom product you want. It also varies with the difficulty of your request. If it’s a simple request, it can take a day, but with a more difficult or complex request, it can take a few days up to a week. We really want to take the time to perfect that one thing you want, so we definitely want to invest more time into your product instead of a hastily finished product. Our goal is that you say “wow!” out loud when you unpack your product!
Can you add a personal message/drawing/gift wrap/something else with my order?
Ofcourse, if you want to add a personal message to a person to who the package will be shipped to, you can add your message in the order notes in the shopping cart page. We can also wrap the products in a gift wrap, please also indicate this if you want this in the order notes.
Is it possible to have your products in our store/wholesale availability?
Ofcourse! Our soaps are in real stores and available on other websites (for a list, check out our “store locator” in the “about us” tab in the menu!) and we also have large requested orders, for example for a wedding or party. We are completely open for this and are really enthusiastic to help you out. Send us a message to ask about the possibilities!
Do you really use vegan and cruelty free materials?
Certainly, and we have the certificates that can prove this (and certificates for every ingredient inside of our products), that can be shown if asked for. The reason that we don’t have and use a PETA or other organisation badge is that they ask a certain yearly contribution that we can’t afford yet, sadly. Products without animal ingredients and cruelty free material is very important for us, we will never publish products that include those materials.
Questions about our soap
How do I keep your soaps last nicely?
They will keep their brilliant colours if you don’t put them for a long time (weeks) in direct sunlight, keep them in a well ventilated, non-humid room, and at room temperature. If you are giving the soaps as a gift, please keep them in their foil so that the receiver will get them in perfect condition!
I have sensitive skin, can I use your soaps?
Ofcourse, there are no SLS, SLES, parabens, PEG and detergents in our soaps. Our soaps have a high glycerin index that gives a nice and moisturizing feel to your skin. And we have also added nourishing oils and butters to our gemstone soap collection! Even better for your skin.
How long will your soaps last?
Please use the soaps within 6 months of receiving. You don’t have to throw them away after that, you can use them for decorative functions! Just look at the crystal soaps, which spread their scents in your room even after 6 months.
I’m allergic to a certain ingredient. Do you have soap without this ingredient?
Ofcourse! We have a few alternatives that we can use, that we will discuss with you. The only things that involved are: the shipping time might vary due to a different kind of base soap, and the colour might turn out slightly different based on the kind of base soap. Other, natural base soaps are sometimes a tad more yellow due to the oils that are used. Send us a message for the possibilities!
Why so many ingredients in your soap?
We have to list everything we use in our products in the ingredients due to the strict European cosmetics law. For example, pink Mica pigment is made out of different components so that the Mica looks like multiple ingredients. It seems like a lot of ingredients but everything is 100% guaranteed vegan, cruelty-free and much milder than regular soap for the skin!
Questions about our candles
Do I have to put your candles on a candleholder?
Yes please! When candles burn, they melt and the wax will drip to the base of the candle. Please put the candles on a candleholer, a plate or anything else to catch the wax to keep your furniture in great shape.
How do I take the best care of your candles?
Please trim the wick so it won’t get too long when the candle is burning. If you trim the wick, the candle has a longer burning time and you won’t get any black soot in the candle. Please trim the wick about 7mm (1/4 inch) so that the candle will burn nicely.
How do I get the gemstone out of your gemstone candles?
After a while you can see the hidden gemstone appearing in the candle. It is almost always at the top of the candle, so you can get it out very quickly. The gemstone will float a bit in the wax, which is a good indication you can get it out with tongs.