Returns and exchanges.
Check your item first.

The basics

30-day returns for eligible ready-made pieces

You can return eligible ready-made, non-custom items within 30 days of delivery for a full refund of the item price. To be accepted, the piece needs to come back to us unworn and in its original condition — with its original packaging.

• Unworn, undamaged, original condition
• Returned with the original packaging
• Requested within 30 days of delivery

Natural beads may vary in color and inclusions. Natural origin does not mean untreated. Variation alone does not establish a defect; if your item is materially different from its description, damaged or incorrect, contact us for help.

Step by step

How to start a return

Different size or stone

Exchanges

Eligible ready-made pieces may be exchanged within the same 30-day window, subject to condition and availability. This does not extend change-of-mind exchanges to made-to-order Studio bracelets.

• Size swap — ask us whether a different size is available for the same stone. We will confirm the options and any cost before you decide.
• Stone swap — switch to a different bracelet. If there’s a price difference we’ll charge or refund the gap.
• Not sure which stone fits you? The Studio offers three starting points: a need, birth details, or your own choice of beads.

Start an exchange the same way as a return: email us, and tell us the size or stone you’d like instead. We’ll hold it for you where we can.

When you get your money back

Refund timing

Once your return reaches us, we check the piece and process your refund to the original payment method. You’ll get an email when it’s done.

Any return-shipping terms are described above. If a return does not meet the conditions, we will contact you before taking the next step.

Good to know

Cancellations

Custom Studio orders: cancel within 48 hours after payment for a full refund. We begin making your bracelet after that window. After 48 hours, custom pieces are not eligible for change-of-mind returns. Help for damaged or incorrect items remains available. To request cancellation, email support@stonewhisper.co with your order number.

Finished bracelet orders: You can cancel before dispatch. Once your parcel has been dispatched, the order cannot be cancelled. To request cancellation, email support@stonewhisper.co with your order number. Returns after delivery are separate and follow the return conditions below.

What isn’t returnable

A few things can’t come back, mostly because they’re made or sized specifically for you:

• Custom Studio strands — bracelets made to your chosen Studio design are made to order, so they are not eligible for standard change-of-mind refunds. If something arrives damaged or incorrect, we still make it right.
• Worn or damaged pieces — anything that’s been worn beyond trying it on, or damaged after delivery.
• Final-sale items, only when they are clearly marked as final sale at checkout.
• Returns past 30 days — we can’t refund these, but email us and we’ll see what’s possible.

If something’s wrong

Damaged or wrong item

If your piece arrives damaged, or it isn’t what you ordered, that’s on us. Email support@stonewhisper.co within 7 days of delivery with a photo and your order number, and we’ll arrange a replacement or refund at no cost to you — the 30-day condition rules above don’t apply to our mistakes.