Exchanges & Returns
At Stoney Bracelets, we want you to wear your jewelry with confidence. Is your order not quite right? We'll work with you, and often we quickly find the right size or stone together.
Prefer to exchange? We arrange it for you, at no extra cost
Is the size not right or does the stone look different than expected? Then we'd rather simply exchange it for you. You send your bracelet back via our portal, and as soon as it arrives we ship you the right size or the other model the same day. No hassle with credit or reordering yourself, and we don't charge a restocking fee for exchanges. If you choose a more expensive model, we'll let you know the price difference before we ship.
Prefer your money back
Would you rather return your order? You can, within 30 days of receipt. Every Stoney is handmade for you the moment you order. That's why we charge a restocking fee of €5 per bracelet for returns, which we deduct from your refund. Once your return has been received and checked, we'll refund the purchase amount minus the restocking fee to your original payment method within 2 business days. You'll automatically receive a notification. If you exchange instead, the restocking fee is waived entirely.
Step 1: send us an email
Returns and exchanges are handled via email, so we can help you quickly and personally. Email info@stoneybracelets.nl with your order number and the reason. You'll receive a response within 24 hours (on business days) with the next steps and a link to our return portal. Returns sent back without prior notification cannot be processed.
Conditions
To process a return or exchange, the bracelet must:
- be unworn and undamaged;
- be returned in the original plastic bag with EAN code (barcode);
- be accompanied by the return form (downloadable in our return portal).
Products with signs of use or damage cannot be taken back or refunded.
Return costs
Return shipping is always at your own expense and risk, including for exchanges. Via the return portal, you can download a return label that you pay for yourself at a drop-off point of your choice, or you can use your own label. Shipping your new bracelet back to you after an exchange is on us. Keep your proof of shipment until your refund or exchange is complete.
Received something wrong or damaged?
Is something not right with your order, or did it arrive damaged? We'll always sort that out, at no cost of course. Email us a photo and your order number via info@stoneybracelets.nl and we'll look into it right away and come up with a suitable solution.
Changed your mind? Cancel it yourself, as long as we haven't shipped yet
Changed your mind after placing your order? As long as your order hasn't shipped yet, you can easily cancel it yourself via your customer account. No email needed and no costs. You'll automatically get the full amount back to your original payment method.
Log in at account.stoneybracelets.nl, open your order and choose Cancel. Is your order already on its way? Then you can still return it within 30 days of receipt, see above.
Questions?
Email info@stoneybracelets.nl, we're happy to help. Response within 24 hours on business days.