Do you offer free delivery?
We offer fast and free delivery on every order in the UK. Find out more information on delivery below.
How long will it take to get my order?
Processing times may vary. Estimated delivery dates can be found on each product but for most stones, we aim to dispatch within 6 business days.
Delivery times once dispatched are approximate and subject to unforeseen circumstances, such as custom delays.
Orders within the UK are sent via Royal Mail Special Delivery which is guaranteed by 1pm the next day. Items shipped on a Friday are guaranteed for delivery by 1pm on the following Monday - in some areas Royal Mail may deliver on a Saturday, but this is not guaranteed.
Speak to one our consultants about international orders and they will be able to advise you on delivery times.
Do I need to be home for the delivery?
A signature is always required on all Stonesmith orders sent within the UK via Royal Mail. Please make sure someone is available to sign for your delivery, or arrange for alternative delivery options. If you miss the delivery, a card will be left to let you know a delivery has been attempted. You will then be able to collect the parcel from a collection point, or follow the instructions to arrange redelivery.
What alternative delivery options do I have?
If your purchase is a surprise, or you are unable to be home for delivery, you may arrange for your package to be collected from our York showroom. Other delivery location options include a trusted friend or family member or your work address. Contact one of our consultants for help.
How are your products packaged?
Our products are sent discreetly and fully insured in packaging that won't give away what's inside.
Your Stonesmith purchase is insured from leaving us until the moment you receive your item. Speak to one of our consultants to learn more about continuing insurance.
Do you deliver internationally?
We are able to delivery internationally, however, at launch you will only be able to choose to ship to the UK through our website. If you are not based in the UK, contact one of our consultants and they'll be able to look at the options we have available for shipping to you.
We are constantly evaluating our shipping costs to keep them as competitive as possible. seeking out additional freight partners who can help us serve customers around the world and keep our shipping costs as competitive as possible.
Are there any additional taxes or duties to be added to your products?
We are based in York, UK so all VAT is included in the price of our products. If you are based in the EU, contact one of our consultants for help with shipping. No duty will be charged when shipping within the EU but this isn't available through our website at the moment.
What happens if I don't receive my order?
In the unlikely event of your parcel not being delivered by the guaranteed time, please contact us as soon as possible so we can investigate this for you by tracking your parcel. Once we have found the reason behind the problem with your delivery we will advise accordingly.
What is your returns policy?
We accept returns for refund or exchange within 14 days of being dispatched from us. You will only pay for return shipping and insurance fees. Contact one of our consultants and we’ll take you through the process.
Please note that to be eligible for return, items must be in their original purchase condition, including all product documentation, and shipped back to us with 14 days.