Returns & Guarantee
No Quibble Guarantee
We have always offered a completely unconditional guarantee on your satisfation. We want you to love your new Stone Bridge hair accessories. However, if you're not satisfied with any item for any reason within 28 days, simply return it to us for an exchange or refund of its purchase price.
Any item. Any reason. No problem.
As we have grown as a business, our guarantee has been put to the test many times allowing us to show our total commitment to your complete satisfaction and our willingness to stand behind every product we sell. Whether your purchase includes an elastic or a hand crafted silk chiffon rose, your satisfaction is guaranteed. It really is never a problem.
Why do we do this? We know it is difficult to decide if a new type of design will work in your hair just by looking at a photograph. We would like you to have confidence in trying new styles and have fun experimenting. Some of our designs are expensive and we know you might like to treat yourself to something special, knowing that you will be able to wear it and love it for years to come. We give you 28 days to decide if your new hair accessories work for your hair, so that you can be absolutely sure that your purchase is perfect.
Don't people take advantage of our guarantee? No! It helps us know when things are not going the way they should, so that we can discuss problems with our suppliers and fix issues quickly. But better than that, we have been blessed by having the most delightful and gracious customers. We regularly receive the nicest letters from our customers, which makes serving people like you an absolute joy every day.
Click here to read some of the lovely emails and letters we have received.
How to make a return:
- On the back of the packing slip enclosed with your parcel, please note whether you would like a refund or an exchange, with the relevant information on your chosen products.
- Using the sticker provided, please send the parcel to:
Stone Bridge Returns
River Lawn Road, Tonbridge
- Please take your parcel(s) to your post office. We recommend that you send returns by recorded post. Always retain proof of postage. Goods are returned at your own expense.
- We will write to confirm your return has been processed. You will receive your refund credit, or exchange order (when in stock) within 2 weeks after you post the goods back to us.
- Please note that refunds bought as presents can only be given to the original payer, and if you decide to swap an item, we can’t stop the payer knowing.
- It is not necessary that you contact us by telephone or email to notify us of your return, however should you have any queries regarding your order, please don't hesitate to get in touch.
Legal Statements on Returns: Returning any item within 28 days will be taken as notice of cancellation of your order (or relevant part of your order). Goods are provided to you on approval and legal title to the goods will not pass to you until the 28 day post-delivery period has expired. On receipt of the returned goods, Stone Bridge will give you a full refund of the amount paid for the goods (but not the postage) or an exchange credit as required. You must, however, return the goods to Stone Bridge on cancellation in order to receive a full refund or exchange. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly. Your statutory rights on returns are not affected.
For orders within the UK, our standard shipping charge is £3.95, with orders over £40 shipped to a UK address qualifying for free delivery.
Express insured delivery within the UK is £12.00.
For EU addresses, our standard charge is £5.99 for a non-tracked 3-5 day service.
For the EU and the rest of the world, we offer Premium International Shipping option at £16.50 for a trackable service with a signature on delivery.