Customer Service

Our goal with this section is to give a short and concise description of our services, making our customers feel confident with this, both during and after the purchasing process.
 
We aim to be fully transparent. If you feel like you’re missing some information, please contact us and let us help you as soon as possible. You can reach our team through the contact form or by emailing to hey@stonemerce.com. 

SHIPMENT & DELIVERY 
 
Shipment with the Netherlands and Belgium
All orders placed before 21:00 CET will be delivered for free by Post NL the next business day. When your order leaves our warehouse you will receive a tracking number via e-mail in order for you to track your order on the tracking website of Post NL.

International shipment
All orders placed before 21:00 CET will be shipped the same day. Orders will be delivered within 2 – 4 business days by Post NL or DPD. When your order leaves our warehouse you will receive a tracking number via e-mail in order for you to track your order on the tracking website of either Post NL or DPD.

RETURN 
 
Return policy
You can return every Stonemerce-product within 14 days after receipt of your order for a full refund. Please return the products in their original state and with all labels still attached. If one of these criteria isn’t matched, Stonemerce reserves the right to decline a refund request. Both the costs as the risks of shipping and returning products are for your own account. Refunds will be processed within 3 to 7 days after receipt and check of the products.

Return Instructions
If you’d like to submit a return or refund request, please contact hey@stonemerce.com and mention the following details in your email:

Full name
Order number   
Email address
Reason of return
Photo or video of high quality where the defects are clearly portrayed