Frequently Asked Questions
What forms of payment does the Mystic Mala accept?
We accept MasterCard, Visa and Paypal.
What should I do if I did not receive an order confirmation?
Please check your spam or junk mail and if you do not have a confirmation, contact us. Or, if you think you might not have entered the right email address, contact us, we will look into it promptly. Send an email to firstname.lastname@example.org
How can I return items or get a refund?
If you are unhappy with your jewelry purchase, please let us know within 10 days of receiving your merchandise. We want our clients to be satisfied and will work to solve the situation in any way we can. If you'd like to return your item for a refund, your return will be issued in the same form of payment as you used when checking out. Please allow up to 10 working days for your return to show up on your statement. Orders that are returned must arrive back in the received gift box in the exact condition in which they were sent. Worn or used items are not returnable. All earring sales are final due to hygienic reasons. Please note any custom pieces, such as malas, necklaces, bracelets or hand-stamped jewelry are excluded and are not returnable.
When sending your merchandise back, use an insured courier, wrapping/padding your item securely to prevent damage during shipment. Please let us know why you are returning your item by email or by sending us note with the returned item, we are always looking for feedback and ways to improve. Please note you are responsible for any shipping or postal fees you incur when shipping returns and exchanges back to us. The Mystic Mala is not responsible for items damaged while in transit or lost in transit.
Please note we do not offer refunds, returns or exchanges on the following items:
- Digital products, however, if your download is faulty, please let us know and we will replace it
- Items on sale
- Customized orders
Can I get an item repaired if it breaks?
If your mala, necklace or bracelet breaks within the first 30 days of your purchase date, we will restring it without any charges. Please email email@example.com and please see above instructions for how to return your item. We will need a copy of your original payment confirmation to ensure your item qualifies for free repair. If your item was a limited edition, we may not be able to find the exact gemstones used in your original purchase, however, we will do our best to recreate your item. Please note repairs can take up to six weeks to complete. We are not responsible for items damaged while in transit or lost in transit. WE ONLY RESTRING PURCHASES FROM THE MYSTIC MALA.
If your hand-knotted mala, necklace or bracelet breaks after 30 days from purchase, we are happy to re-knot your Mystic Mala mala or necklace for a fee of $35 USD + and knotted bracelets for $20 USD + applicable taxes. If your strung/unknotted mala, necklace or bracelet breaks after 30 days from purchase, we will restring your unknotted mala or necklace for a fee of $25 USD and unknotted bracelets for $10 USD + applicable taxes. You must include all of the stones from broken strung/unknotted products. Please email firstname.lastname@example.org and please see above instructions for how to return your item. We are not responsible for items damaged while in transit or lost in transit. Remember to include your correct return address, plus a copy of your original payment confirmation. If your item was a limited edition, we may not be able to find the exact gemstones used in your original purchase, however, we will do our best to recreate your item. WE ONLY RESTRING PURCHASES FROM THE MYSTIC MALA.
Please send your broken item to:
The Mystic Mala, LLC
15707C Coit Road, Suite 114
Richardson, Texas 75248
Do I have to pay Tax?
United States: Sales tax will be added to any orders shipped within the state of Texas. Sales tax is not charged on orders that are shipped outside of the state of Texas.
When will my order ship?
The Mystic Mala tries to ship as soon as we possibly can. We currently ship only within the United States. Most of the time, we will already have the items on hand and ground orders will usually ship out within 2-3 business days. If we are not able to ship out in that time frame, we will email you to let you know when your order will ship. Please note that processing may take up to 7-10 business days for custom orders. This means 7-10 business days to allow for us to make your jewelry; processing time does not include shipping time. This is typically the case for all custom-made pieces, including custom malas, necklaces, bracelets and hand-stamped jewelry. When your package is has shipped, you will receive an email to let you know it is on its way. Please check your spam/junk folders if you do not receive an email from us. Please note we are not responsible for items damaged while in transit or lost in transit. Domestic orders are shipped via USPS Priority Mail. Transit times shown with shipping options reflect time in transport after order is processed.
Customers are responsible for entering the correct shipping address. Any returned packages due to an unclaimed status or wrong address status will be shipped to a correct address at the customer’s cost or the items can be refunded at the request of the customer. Fees incurred to receive any returned shipment rejected by the postal service due to an incorrect address entry are the responsibility of the customer and will be deducted from the return; this includes shipping charges and any customs charges.Please note we are not responsible for items damaged while in transit or lost in transit.
We currently ship only to the US. All US domestic orders are shipped via USPS Priority Mail. Ground orders are shipped out within 2-3 business days of the receipt of the order. Transit times shown with shipping options reflect time in transport after order is processed.
Domestic (in the USA):
- We offer Free USPS First class shipping on orders $125 and over (before taxes are added), which includes a tracking number automatically sent to your email
What do I need to do if I need to cancel my order?
Email us as soon as possible at email@example.com& we will take care of you.
What do I do if there is something wrong with my order?
While we do our best to ensure every order we send out is accurate, we know mistakes sometimes happen. If something is wrong with your order, please send a description of the problem and a photo to firstname.lastname@example.org and we will work to resolve it. Please allow 48 to 72 hours for us to get back to you.
What if I don't see my question on this FAQ?
Send an email to Lisa@TheMysticMala.com and we will get back to you as soon as possible. Please allow us 24-48 hours to get back to you.