FAQ

We are an online shop. So the best way to contact us is WhatsApp on 082 3026 591 or email info@soulsparks.co.za

Telephone calls are currently not catered for.

WhatsApp / SMS - 082 3026 591

Informational Queries - info@soulsparks.co.za

Order Queries - orders@soulsparks.co.za

Other Queries - nitasha@soulsparks.co.za

Please note that unpaid orders older than 3 weeks will be cancelled unless we receive other instructions.

We offer 4 payment methods viz.

PAYFAST, Bank/Eft Payments,  Cash on Collection or Paypal

Bank Details - FNB

Acc Holder - Soul Sparks PTY (Ltd)
Acc No - 62734015218
Branch Code - 250655
Acc Type - Cheque
Reference - Order No

Paypal - Use nitasha@soulsparks.co.za
Please send proof of payment to orders@soulsparks.co.za

PAYFAST

Please refer to Payfast's website www.payfast.co.za for more and the below video.

How payfast works

Delivery Charges 

1. Collection - Free but only by appointment and on Weekdays.

2. Door to door courier. Local(JHB/PTA) deliveries - R65. Main Centres - R75. Regional areas - R110. 

3. Dream catchers. 30cm and under - R120. 40cm and more - R150. Note bigger catchers and/or quantities will have a higher courier fee.

Estimated Delivery Times
1. These are courier dependant. Please call them for exact times.
3. Local JHB / PTA Areas usually delivered 1-2 working days after dispatch.
4. Main Centres usually 2-3 working days after dispatch.
5. Regional areas usually 4-5 working days after dispatch.

Delivery Notes
1. Deliveries are dispatched on weekdays but NOT daily.
2. For time sensitive deliveries please specify required delivery date to ensure that the deadline is made. If unsure enquire FIRST before ordering.                  
3. Tracking emails/SMS are sent at each step. 
4. Weekend or overnight deliveries are NOT standard, have a higher fee and must be requested.

Door to Door Delivery Costs  

NB these are estimates and may vary based on weight, quantity and service required. E.g. overnight deliveries will cost more.

Local JHB/Pretoria (Under 2kg) - R65

Local JHB/Pretoria (2-5kg) R75

Main Center (Under 2kg) - R75

Main Center (2-5kg) R85

Regional (Under 2kg) - R110

Regional (2-5kg) R120

Dream Catchers (Under 1.1kg) - R120

Dream Catchers  (1.1+kg) - R150

Returns & Exchanges Policy

We want you to be happy with your purchase. If you are not completely happy, you can return the product to us and we will replace it or credit you, subject to the below terms. 

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in its original packaging (if applicable) and you must have a receipt or proof of purchase.

Refunds 

Once your return is received and inspected, we will send an email to you, notifying you of the approval or rejection of your refund. If approved your refund will be processed and a credit applied to you. If you have any queries then please contact us at orders@soulsparks.co.za.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

package your products safely and securely for protection during transit;clearly mark your return reference number on the outside of the parcel; andinclude all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

it is undamaged and unused, with the original labels still attached;it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). it is not missing any accessories or parts;you log a return with us within 14 days of delivery to you or collection by you of the unwanted product.Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

a digital product such as an eBook, electronic voucher or other digital download;a product which has been personalised for you or made to your specification.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will refund you or credit your account with the purchase price of the product within 10 days of the return.

Want to exchange?

All products can be exchanged for other variations provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If your desired variation is not available, we will refund you with the purchase price of the product within 10 days of the return (or credit you if that is your preference). Note we are entitled to inspect the product to validate your return. 

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return (or credit you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 daysof such delivery / collection.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product if we have the same product in stock to use as a replacement, or credit your account with the purchase price of the product, or refund you if that is your preference).

3. Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect?A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Example a chipped/broken crystal or damaged wood burner. Note crystals do have natural flaws and these are not regarded as defects (they are the whims of Mother Nature:)

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

damage arising from negligence, user abuse or incorrect usage of the product;damage arising from a failure to adequately care for the product;where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.4: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Soul Sparks later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will refund you or credit you for the balance, if any. We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Soul Sparks may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will refund you or credit you as normal with the value of the returned product.

Where you have used a Percentage Coupon to pay for an order, and you or Soul Sparks later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will refund or credit you, if any. We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Soul Sparks may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will refund or credit you with the value of the returned product.

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will refund or credit you.

5: Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse Soul Sparks for the cost of collecting the product from you and the cost of having the product returned to you.

 Once you sign up to Soul Sparks you can earn points for various actions such as leaving reviews, social follows, sharing wishlist, placing an order etc.

You can redeem earned points for various rewards like an amount or percentage off your order, or free shipping. All of these will be redeemable at checkout.

All dream catchers are made to order.

All details such as color, feathers and embellishments can be changed and customized to meet your requirements. Note prices may vary based on requirements.

Delivery Notes:

Artist needs between 1 to 2 weeks to make the order.

Please select the Dream Catcher Shipping Option.

Delivery is an estimate and may change depending on size and quantity of selected dream catchers.

Cleansing Your Crystal:

All our crystals have been cleansed and bathed in reiki energy. But it is still important to clear and cleanse your crystals regularly so that they work perfectly. Here are some ways to cleanse them:
1. Place your crystal on the soil or branches of a healthy houseplant for 24 hours.
2. Place your crystal outside under the sun or full moon for at least 4 hours.
3. Bathe your crystal in the smoke of a burning Sage smudge stick or other cleansing stick.
4. Lay your crystal on a piece of Selenite or Quartz Crystal for at least 6 hours.
5. Play a singing bowl near your crystal.

How to Set Your Intention:
When you first receive your crystal(s), one of the most important things to do is to set your intention. To activate or program your crystal(s), sit quietly, holding it (or them) in your hands. Breathe in the highest white light and then visualize your intention for the crystal(s). You can also say your intention aloud. The crystals are listening and ready to carry your intention. And your chosen crystal is now ready to use.