Our Policy

From the date your order arrives at your door, we offer 100 days to receive a return. If you decide your purchase is not right for you, you can start your return from the Order History section of your customer account or by using the link below:

INITIATE A RETURN

To be eligible for a return, the item must be:

• Unworn
• Returned with the original security tag still attached
• Sent back with all original packaging [including authenticity card and diamond certification if relevant to your purchase]

There is a $12.50 return fee for refunds to the original payment method. If you choose to receive a STONE AND STRAND shopping credit, the return fee is reduced to $5.

Returns sent back without a label provided by us, or not initiated through our Returns Center, will not be accepted. This policy is designed to ensure the security of your package.

If we receive a return package that has not been damaged in transit yet is missing the jewelry you had intended to return, we will require a police report to be filed for insurance reasons before proceeding with a refund. Please note that valid ID and additional documentation will also be required in this situation.

Exclusions

We are unable to accept returns or exchanges for the following: 

• Final Sale Items: Any piece marked as final sale on the product page or purchased at a discount of 50% or greater
• Third-Party Vendors: We cannot accept returns or exchanges for items not purchased directly through STONE AND STRAND
• Order Number Requirement: We are unable to process any returns or exchanges without the original order number
• Worn Items: Items that show visible signs of wear or are missing the security tag will only be accepted at our discretion, refunded as store credit only, and subject to a 20% or greater restocking fee
• Personalized Jewelry: This includes custom, engraved, or monogrammed pieces
• Made-to-Order Jewelry: Custom or made-to-order pieces are final sale
  
• Piercing Earrings: All piercing earrings purchased online or in-store are final sale
  
• International customers: We cannot offer any returns or exchanges initiated and shipped from outside of the U.S.

Items not eligible for return are marked as final sale on the product page.

Exchanges

We are only able to offer exchanges in the following situations:

1. Same Item, Different Size or Metal Color
   • Complimentary exchange available when the same item is in stock and the selling price has not changed
2. Gifts Purchased Through Our Website or Boutique
   • Complimentary exchange for a different size or metal color
     
   • If the requested size is more expensive, the customer is responsible for paying the difference
     
   • Exchanges for a new item will be processed as store credit and the new style can be purchased with credit received.
     

If your exchange request is not because of one of the two reasons listed above, please initiate a return and place a new order. We will issue your refund as store credit when the item has been received and inspected.

Please note:

• We are not able to exchange final sale items, including for size or metal color
• Please use our returns and repair center at the link below to initiate your exchange
  
• Item must be received unworn with security tags attached and with all the original packaging

INITIATE AN EXCHANGE

Gift Returns

If you received a STONE AND STRAND item as a gift and would like to return it, we are happy to offer:

• A store gift card for the value of the item
• An exchange for a different size or metal color, when available
• Final sale gifts are not eligible for exchange or return

Price Adjustments

If an item you purchased goes on sale within 7 days of your order date, we will honor a one-time price adjustment. Please reach out with your order number to request a refund for the difference.

In-Store Returns

Our SoHo, NYC store accepts returns, exchanges, and repairs for online purchases. Please note that these are handled in the same way as an online return, but we can assist with filling out the required information in our system.

Processing Time

Returns typically take 1 to 2 weeks to process. Depending on your credit card provider, it may take an additional 5 to 10 business days for the refund to appear on your statement.

Please note that any original outbound shipping charges are not refunded.

We're proud to offer an extended return period. To maintain this policy, we monitor customer return activity. Continued excessive returns may result in future orders being refused at our discretion.

 

Frequently Asked Questions