❓ Frequently Asked Questions
Have a question? Check out our answers below. If you can't find what you are looking for, contact us — we are here to help.
📦 Delivery & Shipping
Which countries do you ship to?
We ship to Canada, the United States, and Europe. The price displayed on our shop includes shipping and customs duties — no surprises upon receipt. Only the applicable sales taxes in your province, state, or country are calculated separately at checkout.
How long before my order is shipped?
Before any shipment, each order goes through a processing stage of 1 to 2 business days. This time allows us to verify your order, prepare it with care, and pack it to protect your piece during transport.
⚠️ Special case — Made-to-order pieces: some of our creations are sculpted on demand by our Moroccan artisans. In this case, an additional delay may be added to the standard processing time.
📧 We keep you informed at every step: as soon as your order requires artisanal crafting, our team will contact you by email to notify you that production has begun, provide an updated estimated timeline, and notify you as soon as the piece is ready to be shipped. You don't have to do anything — we guide you throughout the entire process.
What are the delivery times once shipped?
Canada:
- 📦 Standard (Free): 7 to 15 business days
- ⚡ Express ($10.00 CAD): 3 to 5 business days
United States:
- 📦 Standard (Free): 7 to 15 business days
- ⚡ Express ($10.00 USD): 5 to 8 business days
Europe:
- 📦 Standard (Free): 7 to 15 business days
- ⚡ Express ($10.00 USD): 5 to 8 business days
These timelines apply from the date of shipment, not the date of the order.
Why might my package take longer than expected?
Several factors can extend the total delivery time:
- 🔨 Made-to-order: some pieces are hand-sculpted after your purchase. We will communicate the progress status by email and notify you as soon as the piece is shipped.
- 💼 Customs hold: in the event of a customs inspection, delays may be extended up to 21 business days (Standard) or 12 business days (Express). No additional fees will be requested from you — duties are included in the price.
- 🚨 External factors: periods of high activity (holidays, events), weather conditions, or logistical disruptions at the carriers.
We do our best to ensure your order arrives as quickly as possible. If you notice an unusual delay, do not hesitate to contact us.
How can I track my order?
As soon as it is shipped, you will receive an email with your tracking number to follow your package in real-time.
🔄 Returns & Refunds
Can I return my order?
Yes. You have 10 days after receipt to request a return. The item must be in the same condition as when received — unused, with its original packaging, and proof of purchase. See our full refund policy.
How do I initiate a return?
Contact us at contact.pureselenite@gmail.com before any return. Once accepted, we will provide you with a drop-off address available in Montreal or Quebec City depending on your location, as well as a return label. Items returned without a prior request will not be accepted.
When will I be refunded?
Upon receipt and inspection of your return, we will notify you of the decision. If the refund is approved, it will be applied to your original payment method within 10 business days. If 15 business days pass without a refund, please contact us.
What if my order arrives damaged?
Inspect your order immediately upon receipt. If an item is defective or damaged, contact us immediately with photos at contact.pureselenite@gmail.com. We will evaluate the problem and resolve it quickly.
Are there any non-returnable items?
Yes. Sale items and gift cards are non-returnable. Custom or bespoke orders are also excluded.
💎 Our Selenite Products
Are your pieces really handmade?
Absolutely. Each piece is hand-sculpted by Moroccan artisans from the High Atlas Mountains. No two pieces are identical — natural variations in shape, color, and texture are part of the authenticity of selenite.
🌿 Authenticity & Natural Variations
All Pure Selenite products are handmade by our Moroccan artisans from raw natural selenite. Each piece is unique and may present slight variations compared to the photos presented on the site, specifically:
- Dimensions and weight — provided as a guide; each rock has its own natural mass
- Shape — hand-sculpted and not machine-made; slight irregularities are part of the artisanal character of the piece
- Hue and veins — unique to each crystal, reflecting its natural formation
These variations do not constitute defects but testify to the authenticity and craftsmanship of each creation. This is what makes your piece truly unique.
Is selenite fragile?
Selenite is a soft natural stone (hardness level 2 on the Mohs scale). It must be handled with care and must never be exposed to water. Keep it in a dry place, away from impacts and direct sunlight.
How do I care for my selenite piece?
- Wipe with a dry, soft cloth only
- Avoid all contact with water or humidity
- Do not place in direct prolonged sunlight
- Store in soft packaging when traveling
Which light bulb should I use with selenite lamps?
We recommend low-wattage bulbs (max 15W), preferably warm white LED. A bulb that is too powerful could overheat and damage the stone.
Can colors vary from the photos?
Yes, slightly. Each piece is unique and your screen's display settings can influence the perception of the shades. That is the beauty of nature and craftsmanship.
⚠️ Electrical Components & Safety
Do Pure Selenite lamps include an electrical kit?
Some of our selenite lamps come with an electrical kit (cable, socket, switch). These components are selected from recognized suppliers on the market.
Is Pure Selenite responsible for electrical components?
Pure Selenite declines all responsibility regarding the operation, compliance, or defects of the electrical components (cable, socket, switch, adapter) provided with the lamps. These components come from recognized brands on the market and are subject to the warranties and conditions of the relevant manufacturer.
In the event of a problem related to an electrical component, we invite you to:
- Contact the component manufacturer directly
- Call a qualified electrician for any installation or check
- Never attempt to repair a defective electrical component yourself
Safety instructions for electric lamps
- 🔌 Plug only into a grounded outlet that complies with local standards
- 💡 Use a maximum 15W bulb (warm white LED recommended)
- 🚷 Never leave a lamp on unattended for an extended period
- 💧 Avoid any contact with water or humidity
- 🔧 In case of a damaged cable or sparks, stop use immediately and consult a professional
Pure Selenite cannot be held responsible for any material damage or bodily injury resulting from use that does not comply with these instructions or from a failure of electrical components provided by third parties.
💬 Contact Us
Do you have other questions? Contact us at contact.pureselenite@gmail.com. We generally respond within 24 to 48 hours (business days).