FAQ
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Refund
To initiate a return you must contact our Customer Service team within 15 days of the delivery date. Stienhardt & Stones allows 2 (twice) returns per household per year to prevent abuse of our system. Customers who order multiple items and choose to return them may only return 2 of the items.
Returned merchandise must be shipped via UPS and must be received and scanned by UPS no later than 15 days after the delivery date. The return period begins when the package is signed for and ends on the 15th day.
If the returned merchandise is not delivered and scanned by UPS by the end of the 15th day after the delivery date, a restocking fee of 50% of the original purchase price will be charged. Merchandise must be returned in original, unused and undamaged condition including all original packaging, accessories and documentation. Merchandise must be packaged in a safe and secure manner to prevent damage or loss during shipping. Certificates that are not returned will be subject to a replacement fee of $150.00.
Please note that items with custom inlays or personalisation are considered unique and tailored specifically to your preferences. Due to the personalised nature of these items, a 50% restocking fee will apply if returned. Once the CAD drawing is approved, the customer agrees to the inlay design. Any changes to the design after casting and setting will incur additional charges.
Customers will receive a prepaid return label for returned merchandise.
Once we have received and inspected the returned merchandise, we will process your refund within 5 business days. Refunds will be made to the original payment method used for purchase.
The following products are not eligible for return:
- Custom Jewelry Orders
- Custom Cut Diamonds
- Items marked as “Final Sale” or “Non-Returnable”.
If you receive a damaged or defective item, please contact our customer service team for assistance within 15 days of the delivery date.
We accept returns on intended orders, but shipping costs will be deducted from your refund (approximately $55). We also will not refund any customs duties paid on delivery, nor will we refund the cost of shipping the gemstones back to the United States.
INSURED SHIPPING
Yes! All of our shipments are insured and shipped using UPS.
US Orders Over $1000
Shipping Method: UPS Second Day Air
Signature Required: Yes
Tracking: Notifications provided when the order ships and when it’s out for delivery.
Delivery Attempts: If missed, redelivery will occur the next day, except on Fridays (redelivery on Monday).
US Orders Under $1000
Shipping Method: UPS Ground
Signature Required: Yes
Tracking: Notifications provided when the order ships and when it’s out for delivery.
Delivery Attempts: If missed, redelivery will occur the next day, except on Fridays (redelivery on Monday).
International Orders
Shipping Method: UPS Worldwide Express
Delivery Time: Typically 3-5 business days, including customs clearance.
Customs Duties: UPS will contact you via phone or email to pay duties upon arrival in customs. Updated ETA provided after payment.
Signature Required: Yes
Yes, we can hold you package at a UPS customer care facility located closest to you!
Service and After-Sales
At Stienhardt & Stones we have made it our priority to provide high-quality jewelry and lab-grown diamonds to our customers. We guarantee that all jewelry purchased from our website will be free from manufacturing defects in materials and workmanship at the time of delivery and that the optical properties of the lab grown diamonds will never fade or cloud over time.
Our diamonds and jewelry are manufactured to the highest standards and use the highest quality materials. Each item is carefully inspected at our factory and our distribution facility prior to shipment.
We offer a Lifetime Manufacturing Warranty to all of our customers, regardless of the price and type of item. The Lifetime Manufacturing Warranty is effective from the date of purchase only for purchases made at Stienhardt & Stones, and it is non-transferrable.
Shoot us an email at lichangxiu839@gmail.com and we can help you with your resizing. The turnaround time for a resize is about 2 weeks!
Return shipping costs $70 and would be invoiced over email. Shipping is 2-Day Priority and fully insured.
Our diamonds are produced at our overseas location in China and transported to be put into rings and Jewelry in HongKong.
For custom ring inquiries, reach out to our customer team by navigating to our contact us page.
Payment
Yes, we do appraisals for jewelry made by Stienhardt & Stones.
We offer easy to use financing options through Affirm and Klarna,And paypal or stripe.
Our aim is to delight you not only with the quality and beauty of our jewelry but also with the care and attention that we put into everything that we craft.
Amazing Value Every Day
Items prices that fit your budget
Successful Customer Service
We work with a focus on 100% customer satisfaction.
All Payment Methods
Don't bother with payment details.
