Questions & Answers
We invite you to read our FAQ before contacting us. If you can't find the answer to your question, please send us an e-mail to email@example.com
- Where is my order?
To find out where your package is / track your package, please click on the link in your shipping confirmation email.
However, if you need more information on the status of your order, please contact our customer service at the following address: firstname.lastname@example.org
- How do I cancel my order?
You can cancel your order up to 24 hours after purchase on our website
- My tracking number is not found
Don't worry, your order has been shipped and will be delivered to your home. If your tracking number does not work directly upon receipt of the shipping confirmation email, it will be active within 7 business days.
- What are the delivery times?
When you place an order at a Stone-Ham store, our distribution center processes the order within 1-2 business days. Your item will then be shipped within 5 business days.
Delivery takes an average of 4 to 7 business days. In very special circumstances (postal strikes, holiday season, etc.), it may take longer. If your package has not reached its destination after 8 weeks, we will return it or give a full refund, no matter what.
Rest assured, this only happens in 0.01% of cases. If you feel that the delay is long, don't worry: your order is on its way to your home.
- How do I make a return and get a refund?
We are sorry if you have encountered a problem with your order. Please feel free to contact customer service at: email@example.com
Please note that our return warehouse is located in China, and according to our refund policy, you are responsible for the return shipping costs.
- Is my information secure?
Our website is fully secured and hosted by an HTTPS server to ensure that you and all your personal data are protected. We work with other companies like VISA, Mastercard and Paypal, the world's leading companies that would not allow a store like ours to survive if it had a high percentage of unhappy customers.