Returns & Refund Policy
Last updated: November 2025
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.
1. Returns
You may return eligible items within 14 days of receiving your order.
To be accepted, items must be:
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Unused and in the same condition as received
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Free from signs of wear
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Returned with original packaging
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Returned with proof of purchase (order number or receipt)
We recommend using a tracked delivery service, as we cannot refund items lost in transit.
Items that cannot be returned
For hygiene and safety reasons, the following items are non-returnable unless faulty:
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Earrings
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Custom or personalised items
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Gift cards
2. Refunds
Once we receive and inspect your return, we will email you to confirm approval or refusal.
If approved:
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A refund will be issued to your original payment method
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Refunds typically take 3–7 business days to appear, depending on your bank
Shipping fees
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Original shipping costs are non-refundable (unless the item was faulty or we made an error)
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Return postage is the customer’s responsibility unless the item is faulty
3. Exchanges
If you would like to exchange an item:
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Please contact us first to ensure the replacement item is available
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You will need to return the original item following the returns process
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A new order will be shipped once your return is received
4. Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 7 days of delivery with:
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Your order number
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A description of the issue
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Clear photos of the item and packaging
We will arrange a replacement, repair, or refund depending on the situation.
5. Order Errors
If you received the wrong item or something is missing from your order, contact us immediately so we can put it right.
6. How to Start a Return
To begin a return, email us at:
Email: cynthia@stonestory.co.uk
Please include:
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Your name
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Order number
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Items you wish to return
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Reason for return
We will respond with next steps.
7. Important Notes
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Returns sent without prior contact may delay processing
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Items returned used, damaged, or without original packaging may be partially refunded or rejected
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We reserve the right to refuse returns that do not meet the criteria above
8. Contact Us
If you have any questions about returns or refunds, please get in touch:
Email: cynthia@stonestory.co.uk