When/how do I receive an order confirmation?
- After we have successfully received your order, you will automatically receive an order confirmation from our program to the email address you provided. If you have not received an order confirmation, please also check your spam folder. If there is no order confirmation there either, please contact our support by email to info@thespirituals.de.

What is my order number and where can I find it?
- Your order confirmation, which you will receive from us by email immediately after your successful order, contains your order number, which begins with a "#" sign and contains 5 numbers.

Can I change my delivery address after placing the order?
-If you accidentally entered an incorrect delivery address in your order, simply contact our support using the contact form or by email to infor@thespirituals.de. If your order has not yet been shipped, we can easily change the address for you. If your order has already been shipped, we can unfortunately no longer change the details you provided.

When will my order be shipped?
-Once we have successfully received your order and payment, it takes 1-3 working days for us to process + ship your order and an additional 2-4 working days (within Germany) and up to 7 days (within the EU). Your order reaches you via DHL.

How can I track my delivery?
-Once the shipment has been sent electronically to DHL, you will receive a tracking number and a tracking link to the email address you provided when ordering. This allows you to check the shipping status of your order at any time.

Which logistics service provider will my order be shipped with?
-Your order will be shipped via DHL.

I received the wrong item
-In the event that you have received the incorrect item, please contact us immediately by email or via our contact form with the following information to ensure that we can resolve the issue for you quickly and efficiently:
*Your order number
*The name of the item you did NOT receive
*The name of the item you received instead of the item you ordered
*A clear photo of the item you received

As soon as we receive the above information, our support team will take care of your request and keep you updated about the next steps. Please note: All claims for orders received without the correct/missing items must be made within 7 days of the delivery date.

I received a faulty/defective product
-If you have received a defective product, please contact us no later than two days after receiving the goods and provide the following information:

*Your order number
*Which item is damaged?
*A description of it
*A photo of the defective product
Please do not return damaged goods unless requested to do so by a member of our support team. This may result in a slower resolution time.
If your package was damaged during delivery, please take a photo as evidence and send it directly to our support. All claims for packages arriving damaged must be made within 7 days of the delivery date. Unless proof of damage is verified by a member of our support team, we are unable to issue a refund, credit or replacement. Once we receive the above information, we will work quickly and efficiently to ensure the issue is resolved promptly.

I have received my order but a product is missing
-We know how frustrating it can be if a product is missing from your order and we sincerely apologize. Rest assured that our team will work diligently to resolve this issue as quickly as possible. In this case, please contact our support either by email to info@thespirituals.de or via our contact form.
Please note that this must be reported no later than 48 hours after receiving the package. In this case, a later complaint is no longer possible.

My shipment was not delivered
-1) If you were not at home at the time of delivery, please check your mailbox. There is usually a note from DHL stating where your package is or is ready for collection.
-2) If you have not received your package and cannot find a note in the mailbox, it may well be that you have given the wrong address or there is another problem. If this is the case, please contact our support team with your concerns.

Which payment methods are available to me?
-PayPal
-Cards: Visa, Mastercard, Maestro, American Express, UnionPay
-Shop Pay: Shop Pay
-Wallets: Apple Pay, Google Pay
-Local payment methods: Klarna invoice, instant transfer

As soon as you have placed your order in the shopping cart, you can also use our so-called “Express Checkout Methods” (Shop Pay, Apple Pay, PayPal, Google Pay). Or you can click on “Check out” and choose another payment method after entering your details.

How can I redeem a gift card/discount code?
-You can redeem a gift card or discount code as soon as you are at point two "Information" in your order. In the right side panel you will find a field titled “Gift Card or Discount Code”. You can enter your gift card/discount code into this - pay attention to upper and lower case letters. Then click on “apply” to the right and the total of your shopping cart will be updated automatically.
Please note:
–A gift card/discount code cannot be changed, updated or added once the purchase is completed.

Why doesn't my discount code work?
-There can be various reasons why your discount code doesn't work.
Please make sure that:
-The discount code applies to all products in your shopping cart.
-This is your 1st order. Some discount codes are only valid for the 1st order.
-The validity of the promotion or discount code has not yet expired.
-The discount code was written correctly.
-You have reached the minimum order value to be able to use the discount code. Some discount codes have a minimum order value.

How can I return my order?
-In principle, we can only take back products that are in their original packaging and unopened. You bear the shipping costs for this yourself. From the moment you receive the goods, you have 14 days to exercise your right of withdrawal. Please follow the steps in our cancellation policy https://www.thespirituals.de/policies/refund-policy

Has my return arrived?
-Depending on the service and country, returns may take up to 10 business days (excluding weekends and holidays). Our team will contact you within 14 business days to confirm your refund and refund you.

-My order has arrived. How do I handle the incense I ordered and what do I have to pay attention to?
-No matter whether you are already familiar with smoking or are a complete beginner, you will surely find answers to some of your questions about the smoking process, incense, etc. in our detailed smoking guide: https://www.thespirituals.de/ pages/smoker-guide
-If you still have any questions, you can contact our support at any time.

-My order has arrived. How do I clean my healing stones/my healing stone jewelry, how do I charge them and how do I work with them?
-No matter whether you are already familiar with crystals or are a complete beginner, you are sure to find answers to some of your questions about crystals, crystal combinations, cleansing & charging, working with crystals, etc. in our detailed crystal guide: https:// www.thespirituals.de/pages/kristall-guide
-If you still have any questions, you can contact our support at any time.

I ordered water stones. How do I prepare gemstone water and what do I have to consider?
-You can also find answers to these questions in our crystal guide: https://www.thespirituals.de/pages/kristall-guide.

I would like to order healing stones that do not match my zodiac sign/that are not my birthstone
-You can basically wear/use any healing stone. In the history of healing stones, there are different birthstones for each zodiac sign. It is said that the birthstones of the respective zodiac sign have a stronger effect than other stones. However, crystals are a matter of belief and therefore it is important, no matter which stone you wear/use, that you are convinced of the effect of the stone. So you don't necessarily have to follow the stones or birthstones for your zodiac sign and you can wear/use any stone without hesitation.

I only want to wear the crystals (e.g. jewelry) because I like them and am not interested in working spiritually with them
-You don't have to work with crystals. It's completely okay if you choose healing stones/healing stone jewelry because you like them.