Stone by Stone accepts returns and exchanges of purchases made in our online store within 30 days.
In physical stores, we only allow the exchange of an item purchased online within 15 days.
For Returns:
The product to be returned must include all accessories and documentation and must be in the same condition as when purchased, demonstrating that it has not been used.
In the case of a product with an associated offer, the offer must also be returned. If the offer is dependent on a minimum value of items, the partial return of items also determines the return of the offer if the sum of the value of the items not returned is less than the minimum value required to receive the offer.
- We do not accept exchanges and/or returns of personalized items (items with engravings/personalizations, items made to order).
You can go to one of the Stone by Stone stores and leave your return.
If you are unable to drop off the item at a store, simply follow these steps:
— Log in and access your customer area in My Account > Orders,
— Select the respective order and click the Return/Exchange button,
— Send it along with the item(s), returning a copy of the invoice or indicating the order number in a properly sealed package (you can reuse the Stone by Stone cardboard box).
— Send it to our address: Stone By Stone Avenida do forte nº8 Edifício Pujol , fração i2, 2790-072 Carnaxide, Portugal
For Exchanges:
The product to be exchanged must have all accessories and documentation and must be in the same condition as when purchased, showing that it has not been used.
You can go to one of the Stone by Stone stores to make the exchange.
- We do not accept exchanges and/or returns of personalized items (items with engravings/personalizations, items made to order).
If you are unavailable, simply follow these steps:
— Log in and access your customer area in My Account > Orders,
— Select the respective order and click the Return/Exchange button,
— Send a copy of the invoice along with the item(s) to be exchanged, or indicate the order number, in a properly sealed package (you can reuse the Stone by Stone cardboard box).
— Send to our address: Stone By Stone Avenida do forte nº8 Edifício Pujol , fração i2, 2790-072 Carnaxide, Portugal
Exceptions for exchange or return:
— Exchanges or returns of items personalized according to the consumer's specifications will not be accepted;
— Exchanges or returns of any services added to the shopping cart will not be accepted;
— Gift cards cannot be returned or exchanged, therefore they are non-refundable;
— In the case of a full or partial return of an order where you paid the shipping costs, those costs will not be refunded;
— Exchanges or returns of accessories will not be accepted.
RETURN COSTS
Return/exchange shipping costs are the responsibility of the customer. You can always choose to return the order to a Stone by Stone physical store to avoid costs.
I RECEIVED THE WRONG AND/OR DEFECTIVE ITEM. WHAT SHOULD I DO?
If you have received the wrong and/or defective item, you should contact our Customer Support (assistentevendas@stonebystonejewels.com) to arrange for the collection of the item within a maximum of 8 days after receiving the order. If the order was shipped outside of mainland Portugal, you will have to send it to us via CTT (Portuguese postal service), and we will indicate by email how to expedite the process.
We will always be willing to listen to you and resolve the issue in the best possible way.
In case of a refund, this can be done through a discount voucher (which you can use later in our online store), you can choose to be refunded using the same payment method used, or via bank transfer.
Address for sending exchanges and returns: Avenida do Forte nº8 Edifício Pujol, fração i2, 2790-072 Carnaxide
The exchange/return period begins on the day the order is received. The delivery of the order to the store or post office for shipment to our facilities must be within 30 days for exchanges/returns.
REFUND PERIOD
The refund of the item(s) value will be made using the same payment method within a maximum of 14 business days from the date of receipt at Stone by Stone headquarters.
In the case of an associated offer product, the refund is dependent on the return of the offer, if such return is required under the terms of the returns policy. If the offer is not returned, the value of the offer advertised in the respective promotion will be deducted from the refund amount.
Once the return process is complete, you will receive a confirmation email.
The date the transferred amount will be available in the customer's account depends on their bank:
• MB WAY estimated 24 business hours
• PayPal estimated 72 business hours
• Google Pay and Apple Pay estimated [timeframe missing]
• Visa/Mastercard: Estimated 5 business days
• Multibanco (Entity/Reference): Estimated 5 business days. If you pay using this method via CTT, PayShop, Paga Aqui, etc., you must provide us with your NIB (National Interbank Number) so we can process the refund; the estimated refund time is 15 days.
In case of return due to a defective item, the value of your purchase will be refunded using the same payment method or via bank transfer.
Address for sending exchanges and returns: Avenida do Forte nº8 Edifício Pujol, fração i2, 2790-072 Carnaxide
The exchange/return period begins on the day the order is received. Delivery of the order to the store or post office for shipment to our facilities must be within 30 days for exchanges/returns.
For Online Purchases:
For questions regarding the following topics related to making an online purchase, please contact our Sales Assistant (assistentevendas@stonebystonejewels.com)
• Exchanges/Returns
• Sizes
• Item Stock
• Order Shipping
Stone by Stone Physical Stores:
For matters related to products purchased in a physical store, you should contact the store nearest you or, preferably, the store where you purchased your product.
