FAQs
For Customers
Orders & Delivery
Q: How long will my order take to arrive?
Most orders ship within 5–7 business days, but never more than 14 days unless shortages have been previously disclosed.
Q: Can I return or exchange my item?
Because our items are handmade and often one-of-a-kind, returns and exchanges are limited. If something arrives damaged, contact us within 7 days so we can put it right.
Q: Can I collect my order in person?
Where we have a stall, market stand, or stockist, collection can be arranged. Contact us before ordering to confirm availability.
Q: What payment methods do you accept?
We accept major debit and credit cards, PayPal, and secure online checkout. In-person sales can be paid by cash, card, Apple Pay, Google Pay, or contactless.
Gifts & Occasions
Q: Can I gift Stone & Ember products?
Absolutely. Many of our pieces make meaningful gifts. We can include a handwritten note or branded wrapping on request.
Q: Do you offer gift wrapping?
Yes. Every parcel is wrapped with care, and we can include a personal message at no extra cost.
Q: Are seasonal blends limited edition?
Yes. Seasonal blends are crafted in small batches to honour the festivals of the year. Once sold out, they may not return until the next cycle.
Products & Craft
Q: Are Stone & Ember items handmade?
Yes. Every item is hand-crafted in small batches, meaning no two are ever exactly alike.
Q: Do spell jars, bags, or boxes come with instructions?
·Spell Jars are sealed workings and require no activation.
·Spell Bags contain a candle and incense, which can be lit to focus your intention.
·Spell Boxes are complete DIY kits and always include step-by-step instructions.
Q: How do I care for my items?
Keep them in a cool, dry place away from direct sunlight. Candles should never be left unattended when lit. Crystals, totems, and botanicals can be gently dusted with a soft cloth.
Q: Do you use natural ingredients?
Yes. We work primarily with natural botanicals, essential oils, and crystals. Any exceptions (for safety or durability) are always listed clearly in the product description.
Q: Do your candles and incense contain synthetic fragrance?
No. We use only essential oils and natural blends for fragrance.
Q: Do the items come “pre-charged”?
Yes. Each item is crafted with intention and care. That said, you’re always welcome to cleanse or bless your piece in your own way before use.
Q: Are your products vegan or cruelty-free?
Many of our blends and balms are 100% natural, vegan, and cruelty-free. Items that use beeswax, honey, or goat’s milk are not.
Community & Coven
Q: Can I request a custom item?
We occasionally accept commissions when time and materials allow. Reach out by email to check availability.
Q: Do you run workshops or events?
Occasionally. Keep an eye on our website or socials for announcements.
Q: I’m new to witchcraft — are these items suitable for beginners?
Yes. Everything we create is designed to be accessible to all, whether you’re just beginning your journey or have been practicing for years.
Q: What if I don’t believe in magic?
Then you still have a handmade piece of art — candles to bring warmth, totems to decorate your home, or wands and jars as conversation pieces. Every creation has beauty in both form and spirit.
Q: What does “Another link forged” mean?
It’s our way of saying thank you. Every purchase adds another link in the Coven Chain — connecting maker and seeker through craft.
Q: Where can I find Stone & Ember locally?
We appear at selected craft markets and through independent shops. Check the catalogue or our announcements to see where the Coven Chain is gathering next. If you can’t find an event, reach out via email.
Q: Do you take wholesale or consignment enquiries?
Yes. Independent shops and market hosts can contact us directly for a trade catalogue and terms.
FAQs
For Wholesalers
Orders & Deliveries
Q: What is the minimum order value?
A: Our current minimum wholesale order is £100, excluding delivery. This helps us maintain batch efficiency and preserve quality in every product.
Q: How long do orders take to process and ship?
A: Most wholesale orders are processed and dispatched within 7–14 working days, depending on stock levels and volume.
Q: Do you offer seasonal pre-orders?
A: Yes. Seasonal collections can be pre-booked 4–6 weeks in advance to secure your allocation and ensure timely delivery before peak events.
Q: Can I reorder individual SKUs, or do I need to meet the minimum again?
A: Reorders can be placed below the £100 minimum after your first order but smaller runs may have longer turnaround times.
Q: Do you offer local pickup or delivery for stockists nearby?
A: Yes — if you're based near one of our event circuits or regular drop points, we’re happy to arrange hand delivery or local pickup where possible. Just mention your preference when placing your order.
Products & Craft
Q: Are all items handmade?
A: Yes. Every item is handcrafted in small, intentional batches by our Craft‑Anchor and artisans. Natural variation is part of our charm.
Q: Are your products white-labelled or branded?
A: All items carry the Stone & Ember brand markings and signature style. White-label options are not available at this time.
Q: Can I request specific scent blends or custom packaging?
A: We occasionally accept custom or co-branded collaborations for wholesale clients with established relationships. Enquire via email.
Q: Do items come with care or usage instructions?
A: Yes. Candles, spell kits, oils, and ritual items come with branded cards or product wraps that include usage guidance.
Q: How do you ensure consistency across handmade items?
A: While each item is lovingly hand-crafted and may carry subtle variations, we follow a standardised ritual process for scent blending, batch pouring, and finishing. This ensures consistency in function and feel, while honouring the charm of handmade craft.
Policy & Profits
Q: Can I sell Stone & Ember products online?
A: Yes — but only with written permission. Online sales must reflect our brand values, pricing structure, and presentation standards. Third-party marketplace listings (e.g., Etsy, eBay, Amazon) are not permitted.
Q: Can I set my own retail prices?
A: You're welcome to adjust prices to suit your store and audience, but we ask that you respect our minimum RRP guidance to maintain brand consistency and fairness across stockists.
Q: What is your returns or damage policy?
A: We allow for up to 2% shrinkage per wholesale order to cover minor damages or losses. If you receive significantly damaged goods, notify us within 5 days of delivery for a resolution or replacement.
Q: Do you offer exclusivity?
A: Regional exclusivity is available for committed partners placing regular seasonal orders. Enquire directly to see if your area qualifies.
Q: How often do you release new products?
A: We release seasonal collections quarterly, with limited-run items, updated designs, and occasional one-off pieces tied to sabbats or celestial events.
FAQs
For Consignment
Orders & Deliveries
Q: How does consignment delivery work?
A: We prepare and deliver agreed-upon stock to your location, either in person or via tracked post. We check in regularly to review performance and rotate items as needed.
Q: How often are items restocked or refreshed?
A: Typically, once per month or per season, depending on your space and footfall. You're welcome to request earlier restocks if you’re running low.
Q: Can I request specific items or seasonal themes?
A: Absolutely, we’re happy to tailor your collection to suit your store’s aesthetic or upcoming events. Seasonal and sabbat collections are especially popular.
Q: What happens if items don’t sell?
A: You can return unsold items after an agreed period (usually 2 months), or swap them out for refreshed stock. We only charge commission on what sells.
Q: Is there a minimum display requirement?
A: We ask that all consignment partners maintain a minimum of 10 active SKUs, attractively displayed with accompanying signage or brand elements we provide.
Products & Craft
Q: What type of items are best for consignment?
A: Smaller, shelf-ready pieces such as candles, spell kits, oils, and mini bundles tend to perform best. We’ll curate your selection together based on your space and customers.
Q: Will products arrive tagged and priced?
A: Yes, every item will arrive pre-labelled), with RRP guidance. We can also supply shelf signs, product cards, or mini stands if needed, production of such may add time to you delivery.
Q: Can I include my own brand signage or mix with other artists?
A: Of course. We support collaborative spaces! Just keep Stone & Ember items clearly distinguishable with our provided branding.
Q: Are the items safe?
A: Yes — all ingredients used are cosmetic-safe, and made from entirely natural, holistic ingredients.
Q: Do items include care or usage info?
A: Always. Spell kits, candles, oils and crystals all come with brief care instructions or ritual suggestions, designed to inspire and educate your customers.
Policy & Profits
Q: What’s the standard revenue split?
A: Most of our partners retain 30–40% of each sale, depending on product type and display space. All terms are agreed upfront.
Q: How are sales tracked and settled?
A: Sales can be tracked manually or through your POS system. We settle commission monthly via invoice, with a full breakdown of what's sold.
Q: What if items are damaged or stolen?
A: We allow for a 2% loss margin each month to cover minor damage or shop-wear. Additional losses can be reviewed on a case-by-case basis.
Q: Can I run in-store promotions or bundle offers?
A: Yes, with advance notice. We're happy to collaborate on seasonal offers, bundles, or in-store rituals to boost engagement and sales.
Q: How do I become a featured consignment partner?
A: Consignment partners with consistent performance and creative engagement may be featured in our catalogue, social channels, and at live events.
FAQs
For Independent Sellers
Orders & Deliveries
Q: How do I place my first order as a Link‑Seeker?
A: Once your application is accepted, we’ll guide you through selecting a starter kit or sample range, with options to suit your budget and customer base.
Q: Can I top up individual products or do I need to reorder a full kit?
A: You can reorder individual SKUs at any time. There’s no need to repurchase a full kit unless you wish to rotate or expand your offering.
Q: How long does it take to receive my order?
A: Orders are usually prepared and dispatched within 5–14 working days, depending on availability and volume.
Q: Can I collect in person or meet you at an event?
A: Absolutely. If we’re scheduled near you or attending the same event, we’re happy to arrange hand collection or on-site restock.
Q: Are shipping costs covered?
A: Shipping is calculated based on weight and location. We aim to keep costs fair and will confirm totals before invoicing.
Customer Relations
Q: What if a customer has a question I can’t answer?
A: No worries, you can contact us directly or refer your customer to our official channels. We’re here to support both you and them every step of the way.
Q: Do you offer packaging or wrapping options?
A: Yes. Most items arrive gift-ready, and Link‑Seekers can access branded wrapping options like wax-sealed bags, ritual ribbons, and parchment tags for an added flourish.
Q: What happens if a customer has an issue or complaint?
A: As their point of contact, you can offer a first response. For anything beyond your scope, we’ll handle it from our end to ensure they’re looked after.
Q: Can my customers join the official mailing list or community?
A: Absolutely, we encourage it! Direct them to our mailing list sign-up or upcoming events to deepen their connection with the Stone & Ember coven.
Products & Craft
Q: What kinds of products can I sell?
A: Link‑Seekers can carry most of our candle, spell kit, oil, and wellness lines. Some items are seasonal or limited, and we’ll flag those in your stock sheet.
Q: Will I receive product info and materials to support selling?
A: Yes, each item includes usage notes or ritual guides. We also supply branded flyers, signage, and printable material to help you present the craft authentically.
Q: Can I choose my own blends and themes?
A: Definitely. You can select from our core scents and spell-works, or let us build you a themed box around Sabbats, self-care, intention setting, etc.
Q: Do I have to carry inventory, or can I take pre-orders?
A: You can operate either way. Many Link‑Seekers use their sample kits to show products and take orders, which are fulfilled on a rolling basis.
Q: Can I request exclusives for private clients or group events?
A: Yes. We love collaborating on bespoke rituals, spell boxes, or gifting sets for retreats, moon circles, and more.
Policy & Profits
Q: What’s my earning potential?
A: Most Link‑Seekers operate with a 40–50% margin, depending on order volume and frequency. We’ll work with you to help your setup succeed.
Q: Am I tied to monthly targets or contracts?
A: No. This is a flexible, community-driven model. You sell at your pace, whether casually or as a dedicated rep.
Q: Do I need a business license?
A: Not to start. You can operate as a casual seller, but we advise you to check with HMRC or your local authority as you grow.
Q: Can I sell at events or markets under the brand?
A: Yes, just let us know your dates, and we’ll support you with materials and stock. Some events may already be booked under the brand name, so coordination is key.
Q: How do I become a senior Link‑Seeker or mentor?
A: Those who consistently engage and show initiative may be invited to pilot new products, co-host events, or mentor incoming reps