Frequently Asked Questions
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Do you ship worldwide?
Yes, we ship worldwide. All orders are processed with care and shipped using trusted global carriers to ensure a smooth, secure delivery.
How long will it take to get my order?
Orders are processed within 1–2 business days, then shipped with an estimated delivery time of 5–8 business days. You’ll receive a tracking link as soon as your order is on the way.
Do you offer a satisfaction guarantee?
Yes, every order is backed by our 100-Day Satisfaction Guarantee. If you're not completely in love with your bag, you can return it within 100 days for a full refund.
How much do I pay for shipping?
Shipping is free for every purchase you make at Stones & Ash.
Do you have a return policy?
We want you to love your Stones & Ash purchase. If you're not completely satisfied, we offer free returns on unused items within 30 days of receiving your order.
To arrange a return, please email our team at customercare@stonesandash.com and we’ll guide you through the process. You’ll be asked to confirm the product, your reason for return, and your preferred credit method.
Can I change my delivery address?
If you need to update the shipping address on your order, please contact us immediately at customercare@stonesandash.com.
Once an order has been processed and handed over to our shipping partners, we’re unable to make changes. In that case, we recommend reaching out to the carrier directly to request an address update or arrange for a pick-up.
What payment types do you accept?
We accept a range of secure and convenient payment options, including Visa, Mastercard, American Express, debit cards enabled for online use, Apple Pay, Google Pay, Shop Pay, and PayPal.
Where can I find my order confirmation and receipt for my purchase?
Once your order is placed, you’ll receive a confirmation email with your receipt and order number. If it doesn’t appear in your inbox within a few minutes, be sure to check your spam or junk folder—occasionally, emails can land there by mistake.
If you still need help finding your order details, please email us at customercare@stonesandash.com, with the billing or shipping name associated with your order, and we can resend your order details.
Can I use multiple discount codes?
Only one discount code may be applied per order. Our welcome offer is exclusively valid on your first purchase of full-priced items and cannot be combined with other promotions.
How do I contact you?
We’re here to help. For any questions, order issues, or product enquiries, please reach out to us at customercare@stonesandash.com. Our team will get back to you as soon as possible, typically within 1–2 business days.