Shipping, Return, and Exchange FAQ
1. Do you offer refunds?
We do not offer refunds. However, we provide exchanges or credit notes under special circumstances.
2. Will my shipping charges be refunded if my product is received damaged or missing items?
No, shipping charges are non-refundable. In such cases, only the product value will be refunded.
3. Do you provide COD (Cash on Delivery) service?
Yes, we offer COD services, and an additional charge of ₹150 applies for this service.
4. How long does it take to receive my order?
Each product is handmade and takes 3-7 days to be dispatched. Once dispatched, you can expect delivery within 2-7 days, depending on your location.
5. How do I track my order?
Once your order has been dispatched, we will send you the tracking details via email or SMS so you can monitor its status.
6. Can I change my shipping address after placing an order?
You can change your shipping address within 24 hours of placing the order by contacting our support team. After that, changes may not be entertained.
7. How do I raise an exchange request?
You can raise an exchange request by contacting us at +91 9627153422 or emailing us at support@stonestoryjewellery.com.
8. What if I ordered the wrong size?
If there’s a size issue, please contact our support team before raising an exchange request. They will help you choose the correct size for your bracelet.
9. Are customized or sale items eligible for exchange?
No, customized orders and items purchased on sale are not eligible for exchange.
10. Can I exchange a product more than once?
No, each product can only be exchanged once per order.
11. How long do I have to request an exchange?
Exchange requests must be raised within 7 days of delivery. After this period, exchanges will not be entertained.
12. Can I return a used product?
No, only unused and undamaged products are eligible for exchange. Used products will be returned without processing the exchange.
13. What should I do if I receive the wrong product?
Please reach out to our customer support team within 24 hours of delivery at +91 9627153422 or email support@stonestoryjewellery.com with your order details and product pictures.
14. Do you provide reverse pick-up services for exchanges?
Yes, we offer reverse pick-up services for exchanges. Please pack the items in their original packaging before handing them to the delivery partner.
15. What does your repair and refurbishing service cover?
If your bracelet feels overstretched, the stones have lost their luster, or the accessories have tarnished, we’ll happily restore it. Our service includes restringing, repolishing tarnished parts, and refreshing your piece to bring it back to its original beauty.
