CUSTOMER CARE
Returns & Refunds Policy
Eligibility, exclusions, issue reporting, return shipping, and refund handling.
Return Window and Eligibility
Eligible return requests may be made within 14 days of delivery. Items must be unused, unworn, undamaged, in original condition, and returned with original packaging. Contact us before returning anything.
Custom Sizes and Exchanges
Custom-sized pieces are non-returnable except for a quality issue, damage, or an error by Held Stone. Standard direct exchanges are not offered.
Damage, Defect, or Incorrect Item
Contact us within 7 days of delivery and include the order number and clear photos of the item, packaging, and issue.
Return Shipping and Refunds
The customer pays return shipping for eligible preference returns. Approved refunds return to the original payment method after the returned item is received and inspected. Issue-related handling is reviewed separately.