Returns and refunds

The Stonery Care Policy

Returns & Refunds

Every piece from The Stonery is handmade, carefully packed, and sent with care. If something is not right, please contact us and we will do our best to find a fair solution.

Return Window

14 Days

Return requests must be made within 14 days of receiving your order.

Sale Items

Store Credit

Sale and discounted items are exchangeable or eligible for store credit only for change-of-mind returns.

Contact First

Email Us

Please email us before sending anything back so we can provide the correct return address.

Optional Image Space

Add a soft editorial image here, such as wrapped jewellery packaging, natural stones on linen, or a calm studio still life.

Change of Mind Returns

14 Day Return Window

You may request a return within 14 days of receiving your order if you decide the piece is not right for you.

To start a return, please email info@thestonery.com.au with your order number and the item you would like to return. We will then provide the correct return address and instructions.

Items must be returned in their original condition, unworn, undamaged, complete, and safely packed.

Return Postage

Tracked Returns

Return postage is the customer’s responsibility unless otherwise agreed in writing.

Please use a tracked postal service and keep your return tracking number. We are not responsible for returns that are lost, delayed, damaged, or not delivered back to us.

Item Condition

Original Condition

Returned items must be unworn, undamaged, complete, and returned with any included packaging where possible.

If an item is returned damaged, incomplete, or clearly used, we may refuse the return or reduce the amount credited.

Sale & Discounted Items

Exchange or Store Credit Only

Items purchased on sale or with a discount code are eligible for exchange or store credit only for change-of-mind returns.

We do not offer change-of-mind refunds on sale or discounted items, so please choose carefully before purchasing.

This does not limit any rights you may have under applicable consumer law if an item is faulty, not as described, or otherwise fails to meet consumer guarantees.
Refunds, Exchanges & Store Credit

Once Your Return Arrives

Once your return has arrived and been inspected, we will confirm the next step by email.

Full-priced items: may be eligible for a refund, exchange, or store credit if returned within the 14 day return window and in original condition.
Sale or discounted items: may be eligible for exchange or store credit only for change-of-mind returns.
Custom or altered pieces: may not be eligible for change-of-mind returns unless agreed before purchase.
Delivery Responsibility

Uncollected Parcels, Courier Holds & Customs Delays

Once an order has been dispatched and valid tracking has been provided, it is the customer’s responsibility to monitor the tracking and respond to any delivery, customs, duty, tax, address confirmation, or collection requests from the courier or postal service.

If tracking shows that delivery was attempted, that the parcel was awaiting collection, or that the courier requested action from the customer, The Stonery is not responsible for loss, delay, return, disposal, destruction, customs charges, or failed delivery caused by the parcel not being collected or the required action not being completed in time.

This is especially important for international orders, where local customs, import duties, taxes, or courier clearance requests may apply.

International Orders

Import Duties, Taxes & Customs Fees

International customers are responsible for any customs duties, taxes, import fees, courier handling fees, or clearance charges required by their country.

These charges are set by local authorities and courier services, not by The Stonery. If your local postal service or courier contacts you about import charges or clearance information, please respond quickly to avoid delays, returns, or disposal of the parcel.

Order Changes

Cancellations

If you need to change or cancel an order, please contact us within 12 hours of purchase.

Once packaging, production, customisation, or shipping has started, the order may no longer be able to be changed or cancelled.

Faulty or Incorrect Items

Please Contact Us

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and clear photos of the item and packaging.

We will review the issue and work with you on a fair solution, which may include repair, replacement, store credit, or refund depending on the situation and applicable consumer law.

Need help?

Email The Stonery Before Sending Anything Back

Please contact us before returning an item so we can guide you through the correct process and return address.

Email The Stonery