The twelve questions we are asked most often before a first order — answered with prices, deadlines and conditions instead of sales prose. Anything missing here we answer by email to service@mosscrystal.com, within 24 hours on working days.
FREQUENTLY ASKED QUESTIONS
What customers ask before their first order.
Concrete answers instead of sales prose. Anything missing here we answer by email — within 24 hours on working days.
Are your stones untreated or treated?
We sell genuine natural stones — beads, cabochons and rough material — not synthetics, not glass, not reconstituted material. For part of the goods treatment is standard trade practice: citrine is almost always heated (from amethyst), many agates are dyed. We label such items on the product. If you expressly need untreated goods for an order, give us the product code — we check the batch and confirm it in writing.
How can I recognise dyed or synthetic stones?
Three checks without a device: colour that collects more darkly in drill holes and cracks points to dyeing. On porous stones an acetone swab will lift the colour. A colour that is uniformly saturated across the whole batch is suspicious — natural stone varies from piece to piece. Round air bubbles under a loupe mean glass, not crystal.
Is there a minimum order quantity?
No. The 10% reseller discount applies with no minimum order value to business customers who resell our items or process them into jewellery. Once, before your first order, we need a copy of your trade licence; after that the discount is applied automatically. Wholesale quantities are quoted separately — product code, quantity and delivery date are enough for a quote.
Can I see samples beforehand?
Yes. Give us the product code, the quantity you want and the delivery date — we send a quality sample from the same batch the production order will come from. You check colour, cut and drill hole before you order the quantity. We answer sample requests within 24 hours on working days; the sample remains your reference for accepting the delivery.
What does shipping cost and how long does delivery take?
Germany: €5.00 flat rate, free shipping from €60 order value, delivery 3–5 working days. Rest of EU: €8.95, free from €79. Switzerland and non-EU: €14.95, free from €120, delivery longer depending on destination. Shipments to Switzerland also incur import VAT and customs; the recipient bears these and we do not show them on the invoice.
Which payment methods do you accept?
PayPal, credit and debit card (Visa, Mastercard) and bank transfer. For prepayment we start picking after payment has been received — for wholesale quantities with a fixed delivery date this is the most reliable option. Invoices in the company name with VAT ID are standard.
How do returns work for business customers?
The statutory 14-day right of withdrawal applies to consumers, not to businesses. For trade customers we set out the return conditions in the quote or order confirmation — for wholesale orders we clarify them before the order so they do not have to be negotiated afterwards. Private customers additionally have 30 days to return goods.
Which stones must not go into water?
Selenite and halite dissolve, malachite and turquoise are too soft, pyrite and hematite rust, lapis lazuli is flaky, fluorite can crack on contact with water. Rule of thumb: below 6 on the Mohs scale, iron-bearing or flaky — clean dry. For tumbled stones and rough stone from the quartz family (rock crystal, amethyst, rose quartz): a short rinse yes, soaking and salt water no.
How many beads are on a strand?
The standard is around 38 cm usable length per strand. The number of pieces follows the diameter: at 8 mm about 47–48 beads (380 ÷ 8), at 6 mm about 63, at 10 mm about 38. Common trade grades such as A, AA or AAA are conventions without a uniform scale — for costing, what counts is diameter with tolerance, roundness, drill hole and permitted flaws. These details appear on every item.
Do gemstones have a healing effect?
We sell natural stone as a material for jewellery and as a collector’s object, not as a remedy. We are not legally permitted to make healing claims: in 2008 the Regional Court of Hamburg ruled that advertising stones with a healing effect is anti-competitive — a reference to the missing scientific proof does not remove that impression. What we do assure: checked, honestly declared goods in the quality ordered.
Do you supply stones for lithotherapy?
Yes — as material, not as treatment. Many customers run stone healing practices, esoteric shops or work as alternative practitioners; for them the traditional classification is a sorting criterion like colour or cut. We supply the stone, we treat nobody. What we do not do: connect stones with diseases, organs or symptoms. Such claims are anti-competitive (LG Hamburg 2008), even with the addition “not scientifically proven”.
Is there a permanent discount?
No. The standing benefit is the 10% reseller discount with no minimum order value; it applies all year round and is not advertised as a promotion. If we do run a promotion, the period and the price of the last 30 days are shown as a reference — as required by the German Price Indication Ordinance.
Shipping & delivery times
| Destination country | Shipping costs | Free shipping from | Delivery time |
|---|---|---|---|
| Germany | 5,00 € | €60 order value | 3–5 working days |
| Rest of EU | 8,95 € | €79 order value | longer depending on destination country |
| Switzerland & non-EU | 14,95 € | €120 order value | longer depending on destination country; import VAT and customs are borne by the recipient |
Payment
PayPal, credit and debit card (Visa, Mastercard) and bank transfer. For prepayment we start picking after payment has been received; for wholesale quantities with a fixed delivery date this is the most reliable option. Invoices in the company name with VAT ID are standard.
Returns
Consumers have a 14-day statutory right of withdrawal and additionally a 30-day return policy. For business customers the right of withdrawal does not apply; we set out the return conditions in the quote or order confirmation and clarify them before the order.
Wholesale
Business customers who resell our items or process them into jewellery receive a 10% reseller discount with no minimum order value. Once, before your first order, we need a copy of your trade licence — after that the discount is applied automatically. Details on the page Wholesale & discounts.