Every StoneLab piece is cut, strung and finished to order, so StoneLab does not accept returns for custom or handmade pieces. This includes change-of-mind returns and pieces made to a wrist size you supplied.
When something is wrong
If a piece arrives with a quality problem — a broken bead, a loose knot, a clasp that does not work, or a different piece from the one you ordered — contact support within 48 hours of delivery. We will arrange a replacement part or a remake at no cost.
What is not a quality problem
- internal fractures, inclusions or tiny mineral marks
- colour and pattern that vary from bead to bead
- fine polishing traces on the surface
These are natural characteristics of the material, not faults. A finished piece will not look identical to a studio photo.
How to reach us
Email support@stonelab.example with your order number and a photo. We reply within two working days. Replacements and remakes travel with the same free tracked delivery as your original order.
Changing an address
Before your piece is dispatched you can ask us to change the delivery address. Once it has shipped, the carrier's tracking page is the fastest way to redirect it.