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Returns & Refund Policy

Last updated: November 2025

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At Stone Story (“we”, “us”, “our”), we want you to love your purchase. If for any reason you are not satisfied, we are here to help.

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1. Returns

You may return eligible items within 14 days of receiving your order.

To be accepted, items must be:

  • Unused and in the same condition as received

  • Free from signs of wear

  • Returned with original packaging

  • Returned with proof of purchase (order number or receipt)

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We recommend using a tracked delivery service, as we cannot refund items lost in transit.

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Items that cannot be returned

For hygiene and safety reasons, the following items are non-returnable unless faulty:

  • Earrings

  • Custom or personalised items

  • Gift cards 

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2. Refunds

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Once we receive and inspect your return, we will email you to confirm approval or refusal.

If approved:

  • A refund will be issued to your original payment method

  • Refunds typically take 3–7 business days to appear, depending on your bank

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Shipping fees

  • Original shipping costs are non-refundable (unless the item was faulty or we made an error)

  • Return postage is the customer’s responsibility unless the item is faulty

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3. Exchanges

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If you would like to exchange an item:

  • Please contact us first to ensure the replacement item is available

  • You will need to return the original item following the returns process

  • A new order will be shipped once your return is received

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4. Faulty or Damaged Items

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If your item arrives damaged or faulty, please contact us within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

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We will arrange a replacement, repair, or refund depending on the situation.

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5. Order Errors

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If you received the wrong item or something is missing from your order, contact us immediately so we can put it right.

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6. How to Start a Return

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To begin a return, email us at:

Email: cynthia@stonestory.co.uk

Please include:

  • Your name

  • Order number

  • Items you wish to return

  • Reason for return 

We will respond with next steps.

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7. Important Notes

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  • Returns sent without prior contact may delay processing

  • Items returned used, damaged, or without original packaging may be partially refunded or rejected

  • We reserve the right to refuse returns that do not meet the criteria above

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8. Contact Us

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If you have any questions about returns or refunds, please get in touch:

Email: cynthia@stonestory.co.uk

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