Return & Refund

 Stoneisdesign Return & Cancellation Policy

At Stoneisdesign, we want you to love every doll your welcome home. But if for any reason you’re not 100% satisfied, we’ve made the return process simple and hassle-free.

 90-Day Guarantee

You can return online purchases made through Stoneisdesign within 90 days of delivery.

Important Return Conditions:

  • Return shipping fees are the customer’s responsibility.
  • Items must be unworn, undamaged, unwashed, and returned in their original packaging with all labels attached.
  • Items sent back without prior authorization from our customer service team will not be accepted or refunded.
  • We do not provide Freight to Collect (FTC) services. Return shipping costs are non-refundable.

 How to Request a Return:

Step 1: Email our customer support team at service@stoneisdesign.com with your order details and reason for return.

Step 2: We’ll respond with return instructions and the appropriate return address. (Note: Addresses on the parcel are not valid return addresses.)

Step 3: Ship your item back following the instructions. Once received and inspected, we’ll issue your refund within 7 days and notify you by email.

 Important Notes:

  • Original shipping fees are non-refundable.
  • Cancellation requests made before shipment are subject to a 15% cancellation fee.
  • Orders cannot be canceled once dispatched.

 Refund Timing:

Refunds will be processed within 7 business days of your return being received and approved.

 Refund & Replacement Eligibility:

You may request a replacement or refund within 90 days of delivery if:

  • The product is in new condition with no visible wear.
  • The issue is covered under our warranty against manufacturing defects.

Refunds and replacements are NOT available for:

  1. Accidental damage.
  2. Improper care.
  3. Normal wear and tear.
  4. Fading or material changes from sun exposure.
  5. Altered or modified products.
  6. Products exposed to water.
  7. Products reported damaged or defective without supporting photos.

 For Faster Service:

If your product arrived damaged or has a quality issue, please email us a clear photo of the problem area along with your order number. The item should be placed on a flat surface with visible labels and details to help us assess the issue quickly.

 Need Help?

Our Customer Support Team is here for you:
 service@stoneisdesign.com
 Monday–Saturday | 9:00 AM – 6:00 PM (PST)