We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.
Items that can be returned/refunded or exchanged follow the criteria as below:
- Within 7 days of receiving the item
If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange the refund of the item price. You will be responsible for paying the return shipping fees. Please submit a “Return” ticket within 7 days of the order being received.
Note: Items that can be returned/refunded within 7 days of receiving must follow the criteria as below:
- Items are in the original packing with tags.
- Items are in brand new condition: unwashed, unworn, unused, and unaltered.
- Within 7 days of receiving the item ( we will check the Carrier tracking number )
- and they are not in the list of “Non-Returnable Items”
We cannot accept returns under the following conditions:
- Items outside the warranty time-frame.
- Washed, worn, used, tag-removed, or misused items.
- No longer needed, bought by mistake, not as expected, changed mind, etc
- Products for Halloween, Carnival, Christmas, New Year or other Holidays are not returnable for any reason ( even within 7 days )
Procedure for products with broken part, wrong color, you need to contact within 3 days of receiving the item and must follow the criteria as below:
- Faulty items broken and items received in the incorrect size/color upon arrival you need to open a ticket within 3 days of receiving the item, we will need that you take a video that show the broken part, different color or incorrect size, we can check with our supplier the best solution for your order but usually we offer a discount on future orders on our stonca.com website or we will send the a replace part ( Replace part can be arrive from our China warehouse)
Before Making a Return Request
For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to know the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer’s personal reason (Check details below), we’ll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer’s personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn’t collect package by the deadline
Return address & refunds
Return address: You will need to send your returning products to our warehouse in China. Please always submit a” Return “Ticket to customer service first to obtain the return address. Please DON’T returns your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.
Refunds: The refund will be issued to your STONCA.com Credit Account. You can use Credits to pay for new order. The original shipping fee and insurance are non-refundable.