Frequently Asked Questions
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What is the return policy?
Coven of Genesis does not accept returns, exchanges, cancellations or refunds for change of mind. This includes selecting the wrong product or variation, disliking a fragrance, or expecting different mystery contents.
If an order arrives faulty, damaged, incomplete or incorrect, contact genesis@covenofgenesis.com with your order number and clear photographs. All requests are assessed under our Return and Refund Policy and applicable law.
Are any purchases final sale?
Personalised products, custom-made items, mystery products, tarot readings, digital products, opened personal-care products, hygiene-sensitive items, gift cards and clearance products are final sale for change-of-mind purposes.
This does not apply where an item has a genuine fault or another remedy is required by law.
When will I get my order?
Processing time is shown on each product page and applies before shipping. Many personalised and handmade-to-order products require approximately 3 to 5 business days to prepare where stated.
After dispatch, the current estimated delivery times are:
- Australia Standard: 3 to 5 business days
- Australia Express: 1 to 2 business days
- New Zealand Standard: 5 to 8 business days
- United States Standard: 10 to 14 business days
Delivery estimates begin after dispatch and are not guaranteed. Express shipping speeds up delivery but does not shorten the processing time.
How much does shipping cost?
Current shipping rates are:
- Australia Standard: $11 AUD
- Australia Express: $15 AUD
- Free Australian Standard shipping on orders of $222 AUD or more
- New Zealand Standard: $25 AUD
- United States Standard: $45 AUD
The available rate and final shipping charge will be displayed at checkout. International customs duties, taxes and handling charges are not included unless expressly shown as prepaid.
Can I change or cancel my order?
Orders cannot be changed or cancelled for change of mind after they have been placed.
Preparation may begin shortly after payment, particularly for personalised, custom-made and handmade-to-order products.
If you notice an error, contact genesis@covenofgenesis.com immediately. A requested change or cancellation is only accepted when Coven of Genesis confirms it in writing.
What should I do if I entered the wrong address?
Contact genesis@covenofgenesis.com immediately with your full name, order number and correct address.
We cannot guarantee that an address can be changed after an order has entered fulfilment, been packed or been dispatched.
Customers are responsible for providing a complete and accurate delivery address. Additional postage may apply if a parcel is returned because the address supplied was incorrect or incomplete.
Where are your products manufactured?
Coven of Genesis handmade and personalised products are prepared in Victoria, Australia.
Some curated products, components, packaging and mystery inclusions may be sourced from independent Australian or international suppliers. Product-specific information is provided in the applicable listing where relevant.
How does personalisation work?
Depending on the product, you may be asked to provide details such as your name, date of birth, zodiac sign, intentions, spiritual interests, preferred colours or fragrances.
This information guides the creation or curation of your order. Preferences are considered where reasonably possible but are not guaranteed unless offered as a selectable option or confirmed by Coven of Genesis in writing.
Please check all information carefully before submitting your order.
Can I choose the exact scent, colour or products?
This depends on the product.
Where selectable options are provided, you can choose from those options. For products where fragrance is determined by the selected intention, the intention sets the scent and an exact fragrance cannot be chosen separately.
Preferences may be considered for personalised products, but specific fragrances, colours, crystals or inclusions are not guaranteed unless expressly stated in the product description.
What is included in a mystery box or mystery scoop?
Mystery contents vary according to the product purchased, selected intention, personalisation information and available stock.
A mystery box may contain crystals, ritual oils, candles, incense, bath products, herbs, divination tools, jewellery, wax products or other spiritual items.
The number and size of products will vary. A mystery scoop may contain several small items, one or more larger items, or a combination of both. Product photographs show examples only and do not guarantee exact contents.
How do I track my order?
When tracked shipping is used, your tracking information will be emailed after dispatch.
Check your inbox, spam folder and filtered folders if you cannot find the shipping confirmation. Tracking may take time to activate after the shipping label is created.
Customers are responsible for monitoring tracking, reviewing delivery notifications and collecting parcels within the delivery provider’s required timeframe.
What happens if my parcel is delayed or missing?
A parcel is not considered lost merely because it has passed an estimated delivery date or tracking has not recently updated.
Check your tracking information, delivery notifications and address first. If the delay continues, contact genesis@covenofgenesis.com with your order number and tracking number.
Coven of Genesis may open an investigation with the delivery provider. A refund or replacement will not ordinarily be issued while the parcel remains in transit or a reasonable carrier investigation is underway.
What should I do if my order arrives damaged or incorrect?
Contact genesis@covenofgenesis.com as soon as reasonably possible.
Include your full name, order number, a description of the issue, photographs of the affected product, internal and external packaging, and shipping label.
Keep the product and packaging while the matter is assessed. A damage report does not automatically result in a refund or replacement. Each claim is reviewed using the available evidence and circumstances.
Where should I provide allergies or sensitivities?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Will my handmade product look exactly like the photograph?
Not necessarily. Product photographs may show a styled example, previous handmade batch or possible variation.
Handmade products, crystals, botanicals and mystery contents may vary in colour, shape, size, fragrance, texture, markings, decoration and packaging.
Unless the product description expressly states that the exact item pictured will be supplied, photographs do not guarantee an identical product. Expected handmade and material variations are not faults.
How are tarot readings and digital products delivered?
Digital products and written readings are sent using the delivery method stated on the applicable product page, generally to the email address supplied at checkout.
Customers are responsible for providing an accurate email address and checking their inbox, spam folder and filtered folders.
Turnaround times are shown on the applicable product page. Any physical products included with a reading remain subject to normal processing and shipping times.
Will I pay customs duties on an international order?
International orders may be subject to customs duties, import taxes, VAT, brokerage fees or handling charges imposed by the destination country.
Unless these charges are expressly shown as included at checkout, the customer is responsible for paying them.
Coven of Genesis does not control customs processing times or destination-country charges. Customers should check their local import requirements before ordering.