Shipping policy

At Stones & Studds, we aim to process and deliver your jewellery orders safely and efficiently. Please read our shipping policy before placing an order.

1. Order Processing & Dispatch

  • Orders are processed during our regular business days, Monday to Saturday, excluding public holidays.

  • Orders are generally dispatched within 2-4 business days after successful order confirmation and payment, where applicable.

  • Processing times may vary during sales, promotional periods, public holidays or other periods of unusually high order volume.

  • You will receive a shipping confirmation and tracking details once your order has been dispatched, where tracking is available.

The dispatch timeline is different from the estimated delivery timeline.

2. Delivery Timelines

Estimated delivery timeline is 3-8 days post dispatch & differs based on provided delivery location.

Delivery times are estimates and may vary depending on the delivery location, courier operations, weather conditions, public holidays and other circumstances beyond our reasonable control.

If we become aware of a significant delay, we will make reasonable efforts to communicate the available information and assist you with your order.

3. Shipping Charges

Applicable shipping charges, if any, will be displayed at checkout before you complete your purchase.

Promotional offers such as free shipping are subject to the terms clearly communicated at the time of purchase. No undisclosed shipping charge will be added after an order has been placed.

4. Order Tracking

Once your order has been dispatched, tracking details will be shared where available. You can use these details to check the shipment's progress with the courier.

If your tracking information has not updated for an extended period or your shipment appears delayed, please contact us at support@stonesnstudds.com with your order number.

5. Delivery Delays, Lost Shipments & Non-Delivery

Courier delays can occasionally occur. If your order has not arrived within the communicated delivery timeline, please contact us so that we can investigate the shipment with the courier.

If a shipment is confirmed lost, or your order is not delivered, we will review the circumstances and arrange an appropriate resolution in accordance with applicable law. Depending on the circumstances and applicable requirements, this may include a replacement or refund.

We will not treat a courier's delay or an unresolved tracking status alone as proof that an order was successfully delivered.

6. Incorrect Address & Failed Delivery

Customers are responsible for providing a complete and accurate delivery address and contact number at checkout.

If you notice an error, contact us as soon as possible. We cannot guarantee that address changes can be made once an order has been dispatched.

If delivery fails because of an incorrect or incomplete address, an unavailable recipient or repeated unsuccessful delivery attempts, we will work with the courier to determine the available options. Any additional shipping charges will be communicated transparently before being applied, where applicable.

Nothing in this section removes any rights or remedies available to customers under applicable law.

7. Shipment Marked as Delivered but Not Received

If the tracking information shows that your parcel has been delivered but you have not received it, please contact us promptly at support@stonesnstudds.com.

We will review the available tracking and delivery information and raise an enquiry with the courier where appropriate. A tracking status marked “delivered” will not, by itself, prevent us from reviewing a genuine non-delivery complaint.

8. Damaged, Defective or Incorrect Products

Please inspect your order after delivery. If your jewellery arrives damaged, defective, incorrect or materially different from its description, contact us at support@stonesnstudds.com with your order number and any supporting photographs or other evidence available.

An unboxing video may help us investigate, but the absence of a video alone will not automatically determine the outcome of your complaint.

We will review the issue and provide an appropriate remedy where required under applicable law.

9. Cancellations & Refunds After Dispatch

Once an order has been dispatched, we do not accept cancellations or refunds solely because a customer has changed their mind or no longer wants the product.

This restriction does not apply where a refund or other remedy is required under applicable law, including qualifying cases involving non-delivery, defective or incorrect products, or goods that materially differ from their description.

For further details, please refer to our Refund & Replacement Policy.

10. Contact Us

For shipping questions, delivery updates or shipment-related complaints, contact:

Stones & Studds
Email: support@stonesnstudds.com
Customer Support Hours: Monday–Saturday, 10:00 AM–7:00 PM

Please include your order number so we can assist you more efficiently.

Stones & Studds
Wear your personality. Never settle for boring.