1. Shipping & Delivery

• Every order undergoes a detailed quality inspection before dispatch.
• Products are securely packed using premium protective materials to ensure safe transportation.
• Fragile items such as crystal towers, gemstone carvings, décor pieces, and luxury stone products receive additional protective packaging.
• We ship through trusted courier and logistics partners.
• Shipping is available throughout India and to most international destinations.
• Shipping charges are calculated based on product weight, dimensions, destination, and shipping method.
• Tracking details will be shared via email, WhatsApp, or SMS (where applicable) once your order has been dispatched.

2. Order Processing & Delivery Timeline

Ready-to-Ship Products

Processing Time

• 1–3 Business Days

Estimated Delivery

• India: 3–7 Business Days after dispatch
• International: 7–21 Business Days after dispatch

Handmade, Personalized & Made-to-Order Products

Processing Time

• 5–10 Business Days

Delivery timelines may vary depending on customization requirements, order volume, destination, customs clearance, and courier services.

During holidays, festive seasons, or promotional campaigns, processing and delivery times may be extended.

3. International Shipping

We proudly ship to customers worldwide.

• International shipping charges are calculated during checkout or quoted separately.
• Import duties, VAT, customs duties, brokerage charges, local taxes, and any government-imposed fees are the responsibility of the customer.
• International shipments cannot be redirected once dispatched.
• Delivery timelines vary by destination country.

For international shipping assistance:

Email: support@stonerie.com

4. Delivery Conditions

• Delivery timelines are estimated and are not guaranteed.
• Delays caused by courier companies, customs authorities, weather conditions, natural disasters, strikes, transportation disruptions, or other events beyond our control are not the responsibility of Stonerie.
• Customers are responsible for providing complete and accurate shipping information.
• Additional shipping charges resulting from incorrect addresses, refused deliveries, or failed delivery attempts may be charged to the customer.
• Signature may be required upon delivery.

5. Receiving Your Order

When your package arrives:

• Inspect the package before accepting delivery.
• If the outer packaging appears damaged, please mention it on the courier receipt whenever possible and take photographs before opening.
• We strongly recommend recording a complete unboxing video from the moment the sealed package is opened until the product is fully visible.
• An unboxing video helps us resolve damage, missing item, or incorrect product claims much faster.
• If an unboxing video is unavailable, we may request additional photographs or supporting evidence before reviewing your claim.

6. Order Confirmation

For customized, personalized, or made-to-order products:

• Order details will be confirmed after purchase.
• Design, engraving, personalization, or customization details may be verified before production begins.
• Production starts only after confirmation where applicable.

Once production has started, customized orders cannot be modified or cancelled.

7. Cancellation Policy

• Orders may be cancelled within 24 hours of placing the order, provided production or processing has not started.
• Once an order has entered processing, production, or dispatch, cancellation requests may no longer be accepted.
• Personalized, engraved, customized, or made-to-order products cannot be cancelled after production has begun.
• Approved refunds for cancelled orders will be processed using the original payment method whenever possible.

8. Returns & Exchanges

Returns or exchanges are accepted only under the following circumstances:

• Wrong product received.
• Product received in damaged condition.
• Product received with a verified manufacturing defect.

Return Conditions

• Requests must be submitted within 48 hours of delivery.
• Please provide:
  • Order Number
  • Clear photographs
  • Unboxing video (recommended)
  • Description of the issue
• Products must be unused and returned in their original packaging.
• Returned items must be received in the same condition in which they were delivered.
• All return requests require prior approval from Stonerie.

Non-Returnable Products

The following items cannot be returned:

• Personalized products
• Customized products
• Engraved products
• Made-to-order products
• Gift cards
• Gift vouchers
• International orders (except verified transit damage)
• Products showing signs of use after delivery
• Products damaged after successful delivery
• Natural gemstone variations including color, inclusions, texture, transparency, pattern, or shape

Natural variations are characteristics of genuine stone and are not manufacturing defects.

9. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or incorrect:

• Notify us within 48 hours of delivery.
• Share photographs and an unboxing video (if available).
• Our team will evaluate your request and determine whether a replacement, exchange, repair, store credit, or refund is appropriate.
• We may request additional information before approving a claim.

10. Refund Policy

If a refund is approved:

• Refunds are processed after verification and approval.
• Approved refunds are initiated within 7–10 business days.
• Refunds are issued using the original payment method whenever possible.
• Processing time after initiation depends on your bank or payment provider.

The following charges are generally non-refundable unless required by applicable law:

• Shipping charges
• Customs duties
• Import taxes
• Payment processing fees

11. Product Disclaimer

Every Stonerie product is handcrafted using natural gemstones, crystals, minerals, wood, marble, agate, metal, or other natural materials.

As a result:

• Every piece is unique.
• Slight differences in color, size, inclusions, texture, transparency, veining, and patterns are completely natural.
• Product photographs are representative only.
• The actual product may vary slightly from the images displayed.

These natural characteristics are not defects and do not qualify for returns, exchanges, or refunds.

12. Product Warranty

Unless otherwise stated, handcrafted crystal, gemstone, and natural stone products do not carry a formal warranty.

If you believe your product has a manufacturing defect upon delivery, please contact us within 48 hours of receiving your order. Our team will review your request and determine the appropriate resolution.

13. Order Acceptance

Stonerie reserves the right to refuse, cancel, or limit any order due to:

• Pricing or typographical errors
• Inventory limitations
• Suspected fraud
• Payment verification issues
• Unforeseen operational circumstances

If payment has already been received, an appropriate refund will be issued.

14. Limitation of Liability

Stonerie shall not be liable for delays or losses arising from events beyond our reasonable control, including:

• Courier or logistics delays
• Customs inspections
• Weather conditions
• Natural disasters
• Government regulations
• Transportation disruptions
• Labor strikes
• Incorrect shipping information provided by the customer

Our liability shall not exceed the purchase price of the product ordered, except where prohibited by applicable law.

15. Force Majeure

Stonerie shall not be responsible for any delay or failure to perform its obligations resulting from circumstances beyond its reasonable control, including natural disasters, pandemics, war, civil unrest, government restrictions, transportation interruptions, labor disputes, or other unforeseen events.

16. Contact Us

If you have any questions regarding shipping, delivery, returns, exchanges, cancellations, warranties, or refunds, please contact us.

Email: support@mogemstone.com

Website: www.mogemstone.com

Business Hours: Monday – Saturday | 10:00 AM – 6:00 PM (IST)