Returns for Online Purchases
At Stonepress Studio, we take great care in checking every order before it leaves us. However, if you receive an item with a genuine fault or defect, please contact us within 3 days of receiving your order with clear photos and details of the issue.
Faulty Items
If you receive an item that you believe is faulty, please email us with:
- Your order number
- A description of the issue
- Clear photographs showing the fault
All claims will be assessed by our team before a return, exchange, or refund is approved.
Items must not be returned without prior authorisation from Stonepress Studio.
If your item is confirmed to be faulty, we will gladly offer a replacement where stock is available.
To be eligible for an exchange:
- The item must be returned to us in its original condition.
- The item must be unworn, unused, and free from damage caused by wear, misuse, or improper care, and returned to us in its original purchase condition i.e. unworn, unwashed, unopened, unused, unmarked, with tags still attached, and in its original packaging.
- The customer is responsible for returning the item to the return address provided by our team.
Where a manufacturing fault is confirmed, we will offer a replacement item where stock is available.
To qualify for an exchange:
- The item must be returned to us upon request.
- The item must be in its original condition.
- The item must not have been altered, washed, damaged, or misused.
- The item must not show signs of excessive wear and tear.
- Any original packaging, tags, dust bags, inserts, or accessories (where applicable) must be included.
Customers are responsible for the cost of returning the item to us unless otherwise agreed in writing.
Refunds
We do not offer refunds for change of mind, incorrect purchases, personal preference, or sizing-related reasons.
This includes:
- Change of mind
- Personal preference
- Incorrect purchases
- Dissatisfaction with colour, size, weight, texture, appearance, or style
- Items that differ slightly from website photographs due to screen settings, lighting, photography, or the natural characteristics of materials
- Failure to read product descriptions, measurements, care instructions, or other information provided before purchase
Refunds will only be considered where:
- A manufacturing fault has been confirmed by our team; and
- A replacement item is unavailable because the item is sold out, discontinued, or cannot reasonably be replaced.
Where approved, refunds will be issued to the original payment method used for the purchase.
Refunds will only be issued if:
- The item is confirmed to be faulty; and
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A replacement item is not available due to being sold out or discontinued.
What Is Not Considered a Fault
The following are not considered product faults:
- Minor variations in colour, pattern, marbling, grain, texture, or finish
- Natural characteristics of materials
- Minor measurements variations within reasonable manufacturing tolerances
- Damage resulting from normal wear and tear
- Damage resulting from accidental impact, improper handling, misuse, improper storage, or failure to follow care instructions
- General wear from regular use over time
Return Timeframe
Any claim relating to a faulty item must be submitted within 3 days of delivery.
Claims submitted after this period may not be accepted.
Additional Notes
- Minor variations in colour, texture, or appearance that may occur due to lighting, screen settings, or the nature of certain materials are not considered faults.
- We reserve the right to assess all return requests before approving an exchange or refund.
- Any unauthorised returns sent without prior approval may not be accepted.
If you believe your item is faulty, please contact us via our contact form and we will do our best to help.
Final Decision
Stonepress Studio reserves the right to inspect and assess all items before determining whether an item qualifies as faulty and whether an exchange, store credit, repair, replacement, partial refund, or refund will be offered.
Our decision regarding product fault assessments shall be final.
