Returns:

Our Policy (U.S. Customers Only)

From the date your order arrives at your door, we give you 100 days to fall in love. If you decide your purchase is not right for you, initiate your return from the Order History section of your customer account or by using the link below. To be eligible for a return, the piece must be unworn with the security tag still attached and sent back in its original packaging. There is a $12.50 return fee deducted from returns to the original payment method, and a reduced $5 return fee if you opt for STONE AND STRAND shopping credit.

INITIATE A RETURN

 

We will not accept any returns that are shipped back without a label we've provided or that haven't been initiated in our Returns Center.

Exclusions

Returns are accepted for the majority of our products, except for the following: 

• Final Sale Items: Any piece listed as a final sale within the Additional Product Information section on the product page
• Third-Party Vendors: We cannot accept returns or exchanges for any STONE AND STRAND products purchased through a third-party vendor
• Order Number Requirement: We are unable to initiate any returns or exchanges without the original order number of the item
• Sale items: Any item purchased at a discount of 50% or greater will be considered final sale
• Worn Items: Items that have visibly been worn or items that do not have the original security tag will only be accepted at our discretion. A restocking fee of 20%+ will be charged on these items and returns will only be processed with store credit
• Personalized jewelry: any custom, monogrammed, and engraved items.
• Made-to-order jewelry: Any special, custom, or made-to-order products
• All piercing earrings that are purchased online as well as in-store

Pieces that we cannot accept returns for are marked as final sales on their product page to ensure complete transparency. Please read this carefully before making your purchase. 

Refunds take approximately one to two weeks to process, and depending on your credit card, it can take 5 to 10 business days for the refund to be posted to your account. Where applicable, special outbound shipping charges are not refunded.

“Our SoHo, NYC, store accepts online returns, exchanges, or repairs!”

We're really proud of our extended return period, and to ensure we can continue offering this to our customers, we monitor returns made by customers. Continued returns will be flagged and future orders could potentially be refused at our discretion. 

Exchanges:

We are not able to facilitate exchanges through our website apart from two specific circumstances.

1. We allow for complimentary exchanges of the same item in a different size, when there are no changes to the selling price, and where we have the desired new item in stock to purchase. If the item you want is not available, please instead proceed with a return of the item.
2. We allow for complimentary exchanges of items that were purchased as a gift directly through our website, or in one of our boutiques.

To initiate an exchange please use the link here and select either the same piece or if a gift, select "my item was a gift" before completing the form.

If you would like to exchange an item in your order that does not fall into one of the categories above, please initiate a return here and make a new purchase.

Repairs:

 Purchases Within Our Free Standard 100-Day Warranty Period

We offer a 100-day product warranty on our products purchased directly from STONE AND STRAND. If your item has been damaged, please submit a repair request using the link below, with images of the piece, to initiate your repair process:

INITIATE A REPAIR

If you have any additional questions about the repair process, reach out to care@stoneandstrand.com, and we will happily assist you. 

Slight irregularities and variations in craftsmanship or natural characteristics, including internal inclusions, visible or otherwise, are unique and individual to each item. Gemstones are listed as unique in color and are not guaranteed to look exactly like the image. These characteristics are what make your piece unique and should not be considered a defect.

We are able to offer complimentary replacements for stones (gemstones, pearls, and diamonds) that are less than 2 mm in length at their widest point. Larger stones are not covered under our warranty and any missing stones will have to be paid for by the customer even during the warranty period. Please reach out to  care@stoneandstrand.com if you have lost a stone on your item and we will quote you for the repair.

On rare occasions, we might not be able to repair your piece and in these situations, we will offer you store credit for the full value of the item purchased.

Please note that we are unable to repair any items sold through third-party vendors or any other websites or stores other than our own boutiques and www.stoneandstrand.com. A valid order number and customer email must be provided in order for us to proceed with a repair. For all other repair inquiries, please reach out to the vendor that you purchased the item from for assistance.

We are also unable to send shipping labels for a repair to any location outside of our current online shipping destinations, as per our website, on the date the repair is initiated.

Purchases Outside Our 100-Day Warranty Period  

If you wish to initiate a repair after your 100-day product warranty has expired, please submit a repair request using the link below, with images of the piece, to initiate your repair process:

INITIATE A REPAIR

We will determine if the piece can be repaired and provide an initial quote for the repair fee. Please note that repairs outside of our 100-day warranty period are subject to a non-refundable repair fee that starts at $35+; this includes shipping and handling in both directions. Once the repair fee has been paid, we will send you a return shipping label that must be used to return the item.

Once the 100-day warranty for the piece has expired, any stones that are lost will have to be paid for by the customer, regardless of the size of the stone. The cost of the stone(s) will be included in the repair fee once the repairs are confirmed.

We only repair each item a maximum of once in the same place for the same issue to ensure that product integrity is not compromised.

On rare occasions, we might not be able to repair your piece and in these situations, we will offer you store credit with the deduction of a restocking fee determined by the length of time that you have had the item.

Please note that we are unable to repair any items sold through third-party vendors or any other websites or stores other than our own boutiques and www.stoneandstrand.com. A valid order number and customer email must be provided in order for us to proceed with a repair. For all other repair inquiries, please reach out to the vendor that you purchased the item from for assistance.

We are also unable to send shipping labels for a repair to any location outside of our current online shipping destinations, as per our website, on the date the repair is initiated.