Question 1

How long does shipping take?

Accepted Answer

Processing takes 1–3 business days. Estimated delivery after dispatch: Malaysia 1–3 business days, Singapore 3–5 business days, Southeast Asia 7–14 business days, Australia & NZ 10–18 business days, UK / Europe 7–14 business days, USA / Canada 5–12 business days, Rest of World 14–28 business days.

Question 2

Do you offer free shipping?

Accepted Answer

Yes — free worldwide shipping on all orders over $99. Orders under $99 ship for a flat $9.99.

Question 3

Can I track my order?

Accepted Answer

Yes. Once your order ships you will receive a confirmation email with a tracking number. You can also view your order status at any time in your account page.

Question 4

Do you ship internationally?

Accepted Answer

We ship to 40+ countries worldwide. International orders may be subject to customs duties and import taxes levied by your country — these are the responsibility of the recipient.

Question 5

Can I change my shipping address after ordering?

Accepted Answer

Contact us immediately at support@arcanepavilion.com if you need to update your address. We can only make changes before your order is dispatched.

Question 6

What is your return policy?

Accepted Answer

We offer a 30-day return window from the date of delivery. Items must be in their original condition — unworn, undamaged, and in original packaging.

Question 7

How do I start a return?

Accepted Answer

Email us at support@arcanepavilion.com with your order number and reason for return. We will send you instructions within 1–2 business days.

Question 8

How long do refunds take?

Accepted Answer

Once we receive and inspect the returned item, refunds are processed within 5–7 business days back to your original payment method.

Question 9

What if my item arrived damaged?

Accepted Answer

Please email us at support@arcanepavilion.com with a photo of the damage within 48 hours of delivery and we will send a replacement or full refund — no return needed.

Question 10

What is the Five Element Crystal Quiz?

Accepted Answer

Our quiz uses your birth date and a short questionnaire to calculate your birthday Five Element profile — an ancient system that maps your personal energy across Wood, Fire, Earth, Metal, and Water. We then recommend crystals that balance your specific elemental strengths and gaps.

Question 11

Why do you ask for my birth date and time?

Accepted Answer

Your birth date and hour are used solely to calculate your birthday chart. We do not share this data with third parties and it is stored securely linked to your account. The hour is optional but improves accuracy.

Question 12

How often can I take the quiz?

Accepted Answer

The standard quiz can be taken once per week. A deeper analysis is available through your account.

Question 13

Do I need an account to take the quiz?

Accepted Answer

You can begin the quiz without an account, but you will need to sign up to view and save your results.

Question 14

Are the crystal recommendations personalised to me?

Accepted Answer

Yes. Every recommendation is based on your individual birthday profile. Two people born on different dates will receive different crystal suggestions even if they answer the same way.

Question 15

Are your crystals authentic?

Accepted Answer

Every crystal is hand-selected from trusted suppliers and verified for authenticity. We do not carry synthetic or dyed stones unless clearly labelled.

Question 16

What does "energy cleansed" mean?

Accepted Answer

Before shipping, each crystal is cleansed using sound, moonlight, and sage to clear any residual energy from handling and transport. Your crystal arrives clear and ready to work with.

Question 17

How do I care for my crystal?

Accepted Answer

Keep crystals away from water, perfume, and direct sunlight for extended periods. Clean gently with a dry, soft cloth. Re-cleanse periodically using sound, moonlight, or sage smoke.

Question 18

Which crystal is best for beginners?

Accepted Answer

Clear Quartz, Rose Quartz, and Amethyst are excellent starting points — gentle, versatile, and suitable for most energy profiles. For a personalised recommendation, take our Five Element Quiz.

Question 19

Do you restock sold-out items?

Accepted Answer

Many crystals are sourced in limited quantities, so restocks are not always guaranteed. Follow us on Instagram or join our newsletter to be notified when popular items return.

Question 20

What is included in VIP membership?

Accepted Answer

VIP membership includes: a welcome voucher to use immediately on any order, 2 shopping vouchers redeemable on future purchases, 10% cashback earned automatically on every order, and a personalised deep birthday analysis covering relationships, career, finances, and emotional health.

Question 21

How much does VIP membership cost?

Accepted Answer

VIP membership is $20/year. You receive $40 in vouchers immediately upon joining, plus 10% cashback on every order.

Question 22

Can I cancel my membership?

Accepted Answer

Yes — cancel at any time from your account. Your benefits remain active until the end of your current billing period.

Question 23

When do I receive my vouchers?

Accepted Answer

Your welcome voucher and shopping vouchers are issued immediately upon joining. Cashback is credited after each qualifying order is delivered.

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Frequently Asked Questions

Orders & Shipping

Returns & Refunds

The Crystal Quiz

Crystals & Products

VIP Membership