Refund Policy

Please ensure that the item you wish to return is in its original condition, with tags, and in its original packaging. You will also need to keep a receipt or proof of purchase in order to expedite the return/exchange process.

Problems and damages
Please check your order as soon as you get it and let us know right away if something is wrong, broken, or if you got the wrong thing, so that we can look into the problem and fix it.

Non returnable or refundable items
We are unable to accept returns on sale products or gift cards. Please contact us if you have any questions or issues regarding your particular item.

Exchanges
Returning the item you have and making a separate purchase for the new item is the quickest approach to ensuring you receive what you want.

Refunds
If you are authorised, your original payment method will be instantly reimbursed. Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.

Frequently Asked Questions

• How can I return an online order?

Stonex prioritises customer service and satisfaction above anything else.

You have 7 days after receiving the products to return them and thereby cancel the sales contract.

If you exercise your right to terminate the purchase agreement, Stonex will reimburse the money paid for the products as long as they are returned in the country of delivery in an unworn, unused, and undamaged condition, along with the Return Form and the original Stonex packaging.

To be eligible for a return, your item must be unworn or unused, with tags, in its original packaging, and in the same condition that you received it. You will also want a receipt or proof of purchase.

To initiate a return, please email us at info@stonexjewellers.co.nz. If we accept your return, we will email you a return mailing label as well as information on how and where to deliver your shipment. Items returned to us without first seeking a return will be refused.

Step 1: Place the item(s) to be returned in the original carton, using the original packaging materials.

Step 2: Please complete the form and send it with the product. Include the quantity of returned articles and the cause for return, using the reasons listed below.

Step 3: Email a photo of your completed return form to Customer Service info@stonexjewellers.co.nz and our customer care representatives will process your return.

Step 4: The item(s) will be picked up by a courier.

• How long does it take to process returns?

Once we get your return shipment, we will register it and send you an email once it has been processed. The refund will then be processed according to your banking institution’s policies, and it may take up to 3–7 business days for the credit to be credited to the same payment method used to place the transaction. The complete return and refund process might take up to 2–3 weeks from the date of shipping.