Returns & Exchanges

Returns must be received within 14 days. If more than 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Cost incurred to have it returned to us will be for your account.

Unfortunately, for hygienic reasons, earrings are exempt from being returned unless they are defective as well as chains. Chains, by nature, are extremely delicate and need to be handled with great care by the wearer.

There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged, or missing any parts for reasons not due to our error. 
• Any item that is returned as it is the incorrect size, unsuitable or an unwanted gift. The original delivery fee will not be refunded.

We all make mistakes and computer systems have glitches. So in the unlikely event that you receive:

• Any item that you did not order, the order is short or you were sent the incorrect item. 
• Any item that has a manufacturing defect. (We shall have to inspect the item first to agree that it is a legitimate defect).

Please e-mail us immediately and we shall ensure that a refund, swop (if we still have the same item in stock) or exchange is done within the shortest time possible. In this case, we shall cover all delivery and or collection costs for the exchange.

Returns process
E-mail us at shop@stoneheart.co.za as soon as possible within the allowed returns period, to arrange for the return / exchange process. Goods may also be returned to our offices in Cape Town. This must be pre-arranged and will be by appointment only.

Refunds (if applicable)
Once your return is received and inspected, we shall send you an email to notify you that we have received your returned item and the amount of your refund.
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within ten working days.

Late or missing refunds (if applicable)
Kindly check your bank account again if you have not received your refund within 10 working days. If you are sure that the refund still has not been received, please contact us at shop@stoneheart.co.za to resolve the problem.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. The only time this will not apply is in the event of defective products.