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FAQs


How long will my order take to reach me?

We split our arrival times between processing time and delivery time. 

Processing time

All items: 6-10 days (approx)

Processing time is the time it takes for us to get your order ready to post.

The custom nature of our products means that often we’re making these items especially for you. Each piece is hand poured, sanded, sealed and finished and each step requires some time to ensure you receive the beautiful product you deserve. During busy periods (like Christmas) it will take us up to 10 days to get your order ready for you.

No matter what, we'll always get your items sent out as soon as possible and we’ll keep you up to date with the process of your order via email and on your order page. If you give us your phone number we can update you via text message too! 

Delivery time 

UK Standard = 2-3 working days (approx)
International = 7-10 working days (approx)

Once we have processed your order we’ll send you an order confirmation so that you know your items are in the post and on their way. If your order is travelling outside the UK you will receive a tracking number as well.

As soon as the delivery company has it, the delivery time is in their hands. The above is the standard time frame they give for deliveries, but please be aware it may take longer than this if there are delays on their end. You can view our Shipping page for full details on delivery.

I haven’t received my order yet?

If you are in the UK, and you haven’t received your order and it is outside of our standard order arrival times, your order may be delayed a little with the delivery company. 

Please wait at least 7 days after receiving your order confirmation email to contact us. Once this time has passed we will be able to contact the delivery company and arrange a replacement or refund for you if necessary.

Outside the UK? International orders can sometimes get delayed at the border and going through customs. All items are sent via tracked delivery so your parcel details will update along the way. However, if an item gets stuck at customs unfortunately we have no control over when it will be released and when tracking information gets updated. On very rare occasions it can take up to 30 working days after posting to get a parcel through border control. If you have not received your parcel after this time please contact us and we will then be able to claim the parcel as lost with the delivery company and provide you will a full refund.

Do you do custom orders? 

While we do not currently offer custom orders as such, most of our products can be customised by colour and finish.

How do I look after my new coasters/pieces?

Firstly thanks so much for purchasing from us! Now, we like to think of our products as little pieces of art that are as functional as they are beautiful. But as with many handmade pieces of art (like those made of wood or stone) you do need to treat them with a little love and care.

Your new home accessories are made out of a heat-resistant eco-resin that has been treated with a stain and water resistant sealer and a finishing wax too. But nothing is 100% indestructible! With that being said, we have some care instructions and recommendations for you to ensure that your items stay looking beautiful for a long time to come.

  •  Wipe up spills and splashes as soon as they occur with a paper towel or tea towel/cloth. Please don’t leave liquid to just dry on the item as this could result in long term and irremovable staining. If the spill is something coloured, like red wine or coffee on our coasters for example, use a damp cloth with a little mild dish soap (or a cleaning wipe) to remove immediately.

  • The wax finish we use helps to give our items the rich colour and vibrancy they have, but as with any other stone, concrete or wood item, this wax does wear off. If you’d like to maintain the finish on your items, then we’d recommend purchasing a small amount of wax and topping up the wax finish every 6 months or so.

    The most easily accessible wax is beeswax, and this can be applied directly to the product and buffed in with a cloth. Beeswax however can leave a slightly yellowish tinge to our lighter colours, so you may want to use a concrete or wood wax that has been mixed with an oil (if you search for wood wax or concrete wax you should be able to find items that work for you). We’ve also used plain vaseline to great effect although it will likely need more reapplying to main. If you’d like a recommendation, please send us an email at info@moonkindstudios.com and depending on where you are in the world we may be able to send you direct links to products or point you in the right direction.

  • Finally, please note none of our items are dishwasher, microwave, or food safe.

Do you offer wholesale discounts? 

We are very happy to have a chat about wholesale orders and discounts! Just send an email to info@moonkindstudios.com with your request and we can discuss further. 

What materials do you use to make your products?

The main material we use is a material made up of gypsum plaster and a water based polymer. We also use a concrete and water based polymer material for some items. The materials used are mentioned on each product page.

Are your products eco-friendly and sustainable/sustainably made?

We believe that the materials we use and the practices we employ throughout the creation process, allow our business to have an excellent level of eco-friendliness and sustainability.

For example, the gypsum/polymer material is a non-toxic, water-based composite material made up of 60% gypsum & 40% acrylic polymer. It is non-solvent producing and does not emit any VOCs. For these reasons, it is generally regarded as being a type of eco-resin. Gypsum is a very common material which is largely considered eco-friendly and sustainable (depending, of course, on the processes used to obtain it).

The acrylic polymer used to mix with the gypsum is water based. This is in contrast to other acrylics (such as the very common epoxy resin you may often see) which create fumes and solvents considered 'toxic' to us and the environment.

When this water based polymer is mixed with gypsum it allows makers to create an incredibly variety of products that look amazing and are also very sturdy and durable. The benefit of this is that products last a long time. Longevity is a key factor to consider in determining sustainability. An additional benefit is it can also be broken down and reused again and again in the creation of other things (something we do frequently!)

Added to this, you have to take into account how sustainable the industry and the practices of the companies involved are. One brand that akes this material is Jesmonite, and they create their materials in accordance with BS EN 9001:2015. From our research, we believe in the company's commitment to employing sustainable practices.

As a very small business, we are very committed to using sustainable methods and practices too. For example, we only make what we need. We save and reuse excess or broken material for our future projects and we never throw a useable piece away. This means we create very little waste. Added to this we also aim to make products that people will keep and use for a long time to come. Plus, we strive to use recycled, recyclable, biodegradable and sustainable in all aspects of our business, from creation right through to our customers' homes.

If you have any questions, send us an email at info@moonkindstudios.com and we'll be happy to chat!