FAQs – Stone Flower
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FAQs

Company

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What is your corporate mailing address?

The Stone Flower, LLC

1 Faneuil Hall Square #2130
Boston, MA 02109

Phone: (917) 385-2133

Email: thestoneflower@gmail.com

Gift Cards

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Can I return a Stone Flower Gift Card?

All Gift Card purchases are final. Electronic Gift Cards (E-Gift Card), Physical Gift Cards, and store credits issued from www.thestoneflower.com or any Stone Flower retail shops cannot be returned, exchanged or redeemed for cash (unless required by state law), and cannot be replaced if lost or stolen.

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Can electronic gift cards be used IN STORE?

Sorry, electronic gift cards are only valid for purchases made online at thestoneflower.com and can't be used in store.

Only the physical gift card issues from one of the Stone Flower shop can be used to purchased items in store.

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Can I use physical gift card to purchase items online?

Sorry, physical gift cards are only valid for purchases made in store and can't be used online.

Only the electronic gift card issues from thestoneflower.com can be used to purchased items online.

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How to purchase a gift card online?

To purchase a gift card, visit our gift card page here.
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Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

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Can I apply a discount code to my gift card purchase?

No, sorry. Discount codes cannot be applied to gift card purchases.

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Can gift cards be used in conjunction with a discount code?

Yes, gift cards are a form of payment.

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Can a gift card be used to buy a gift card?

No, you can't use a gift card to buy another gift card.
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How do I check my electronic Gift Card balance?

If a gift card is associated with your account with thestoneflower.com, then you can check the balance by using the link provided in the gift card email. For customers without accounts, please submit a request via contact form, so we can check the balance and send the information to you.
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Can a gift card be used more than once?

Yes, if there is still a balance remaining on the gift card.
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Can more than one gift card be used towards a purchase?

Yes. A customer can redeem another gift card during checkout.
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Can gift cards be reloaded?

Sorry, you can't reload a gift card.

Jewelry Care Instructions

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How do I clean my gemstones jewelry?

  • Use warm soapy water only and soft, lint-free cloth.
  • Do not use ultrasonic or steam cleaning.
  • Avoid extreme temperatures, cosmetics, household chemicals, and perfumes when wearing any gemstone jewelry.
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How do I care for my Stone Flower Jewelry?

We recommend that customers remove jewelry before going to bed or participating in physical activity. Exposure to certain harsh chemicals or environments will result in compromising the integrity of your jewelry. This includes, but is not limited to the following: perspiration, perfumes, cleaning agents, chlorine, salt water, and silver polish.
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How do I clean my jewelry?

Pour a small amount of mild soap into lukewarm water and use a small, soft toothbrush to clean your jewelry. Toothbrushes are ideal for cleaning jewelry with intricate details, which can otherwise be difficult to clean. If the dirt is hard to remove, soak the jewelry in clean warm water. This particular cleaning method should not be used to clean jewelry with cultured freshwater pearls.

My Account

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How do I update my email address or password?

Visit www.thestoneflower.com, click the My Account link (person icon) in the top navigation, and then sign in to your account. Go to the Account Information area of My Account to update your email or password.
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I’m typing in my password, but I keep getting an error. Why?

Try resetting your password. Click the Forgot Your Password? link. You’ll be asked to submit your account’s email address to reset your password.
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I forgot my password, how do I reset it?

Visit "Reset your password" page, or click the My Account link (person icon) in the top navigation, and then click the Forgot Your Password? link. You’ll be asked to submit your account’s email address to reset your password.
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How do I set up an online account?

Visit www.thestoneflower.com, click the My Account (person icon) link in the top navigation, and then register a new account. If you have any issues, please contact us.

Orders & Payments

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How to place an order?

As easy as 1-2-3.

  1. Find a product you love, select color, size or quantity.
  2. Add to shopping cart. 
  3. Complete the Checkout process.

After you placed an order, wait for a notification email. That's it! Very easy. :)

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What methods of payment can I use to pay for my order?

We offer safe shopping and accept most of major credit cards as well as debit card. You can also pay with your Stone Flower Gift Card that has been purchased through online only. Gift Cards through Stone Flower shops are not accepted at thestoneflower.com.

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When will I receive my order?

Many of our items are in stock and will be shipped within two business days. If any item is out of stock or if we cannot fill your entire order, you will be notified shortly after your order has been received.

Once shipped, your order will arrive within 4-10 business days, or 2-3 days if you chose Priority or Express shipping.

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How long before my order is shipped?

To Orders are processed within 1-2 business days, and once shipped, you'll be sent a shipment confirmation email.

Order must be placed by 12PM (EST) to ship within 24-hour. All deliveries are pending credit approval and merchandise availability. 

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When can I expect my order to arrive?

Orders are typically processed within 1-2 business days. As soon as your order ships, you will be provided with a tracking number via email so you can track the status of your shipment. If your order is sent via standard shipping, expect it to arrive within 4-10 business days. If your order is sent via Priority or Express shipping, expect it to arrive within 2-3 business days. You will also find your order details and tracking information on the Order History tab within the My Account section.
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How can I cancel my order?

If an order needs to be cancelled, please contact us immediately within 24 hours from the day of purchase via our contact page or call us at (917) 385-2133. However, if an item is shipped out already, we will not be able to cancel the order.
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Can I return a gift card?

All purchases of gift cards are final. Gift cards, including gift cards given for returned merchandise, cannot be returned, exchanged or redeemed for cash (unless required by state law), and cannot be replaced if lost or stolen.

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How do I use my coupon/promo code?

Once you reach your Checkout section you may enter your coupon or promo code in the Promo Code field. The discount will be applied during the transaction.

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Can I use more than one coupon/promo code?

Unfortunately, coupons or promo codes are currently limited to one code per order online.

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My payment was declined. What happened?

Please ensure your billing address, security code and expiration dates are all correct.

Products & Shopping

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Why aren't all of the products you carry in your stores available for purchase online?

Right now, we only sell a select portion of our products online. While we have plan to expand our online selection in the near future, we encourage you to visit any of our three Stone Flower stores to see our entire collection. Click here to see the store near you.

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The item I want is out of stock. Will you be getting more?

We try to carry as much great merchandise as possible, but sometimes things sell out quick! You can contact us, but unfortunately we may not be able to give you any specific details beside low, medium, or high inventory on any given item.
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Do I have to create an account to shop at thestoneflower.com?

You have the option to shop as a guest and create an account if you choose.

Registered Identification Number (RN)

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What is an RN?

RN stands for Registered Identification Number. It is a number issued by the FTC to U.S. businesses that manufacture, import, distribute, or sell products covered by the Textile, Wool, and Fur Acts. Businesses can use this number on product labels instead of the company name.
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Does Stone Flower requires to use an RN?

No. The Stone Flower is required to label covered products to identify the business responsible for marketing the products in the United States or the manufacturer. Therefore, we may put our company business name on the label instead of an RN. The business name is the full name that appears on business documents, such as purchase orders and invoices. It is not a trademark, brand, or designer name, unless that is also the name under which the company conducts business.

More information about RN can be found at the Federal Trade Commission website.

Returns & Exchanges

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What is your return/exchange policy?

Stone Flower wants you to be 100% satisfied with your purchase, which is why we have a 14 day return policy (7 days for clothing) provided that items purchased are returned in original condition. Returns can be arranged by completed the online return request form. There is no restocking fee for accepted returns and you will be credited for the full amount of the items purchased, provided that items are returned in the original condition; however if the item that has been opened from it original package and/or displayed, there will be subject to an additional 10% restocking fee.

You are responsible for shipping the product back to Stone Flower or dropping off the item at a one of Stone Flower store after arranging in advance. We do not offer refunds on shipping charges, if any, unless an error was made on our part. Personalized items, gift cards, free gifts or promotional items, items that have been used, worn or mark in any way are final sale and cannot be returned.

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What items are returnable?

  • Jewelry, hair accessories, handbags: within 14 days of receipt of your shipment.
  • Clothing purchased online are subject to a 7-Day Return Policy.
  • Items are In original condition.
  • Must not be used or worn in any way.
  • Items are in the original display or packaging.
  • Must include original invoice or receipt.

Visit our Returns & Exchanges Policy page here.

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Are there any charges for return?

  • There is no charges for return
  • Items that have been opened from it original package and/or displayed will be subject to an additional 10% restocking fee per item returned for refund.
  • Original shipping charges is non-refundable
  • You are responsible for return shipping charges for non-damaged/non-defective items.
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What items are non-refundable?

  • Free gifts or promotional items
  • Gift cards
  • In-store purchased will not be accepted online.
  • Items that have been used, worn or marked in any way.
  • Not available for any International orders.
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I received a gift and want to return it, what do I need to bring?

Your gift receipt can be used for your return and we will issue a Stone Flower gift card in exchange for your gift return.
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How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.
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Who should I call if I have more questions?

  • Call Us: (917) 385-2133. Monday-Friday 10AM - 9PM (EST).
  • Email Us: info@thestoneflower.com
  • Visit Returns & Exchanges Policy section here.
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What is your return process?

After you submit a return request through online, a notification email with a RMA# will be sent to your provided email address. We will let you know once it has been approved. If it approved, you will be notified with a shipping guidelines for your return orders.

Shipping & Handling

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How to qualify for a free shipping?

Place $50 of qualifying items in shopping cart. No promo code needed. Offer applies to Standard Ground Shipping to continental United States.

Free Shipping does not apply to any apparels, clothing, aprons, handbags, wallets, winter accessories, lotions, stationery, glasswear, gifts, antique & collectible items, purchases in the Stone Flower stores, prior purchases or international orders.

Free Shipping cannot be applied to purchases being shipped to International, Hawaii, Alaska, Puerto Rico, Guam, American Samoa, Micronesia, Marshall Islands, North Mariana Islands, Palau, U.S. Virgin Islands, U.S. territories or APO/FPO addresses.

Visit Shipping & Handling page for more information.

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What shipping method do you use?

We use USPS. You can track your order's progress using the tracking number provided in your shipment confirmation email.
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How much does shipping cost?

Standard shipping is a flat rate of $6 within the continental United States and for jewelry or small accessories purchases only.  For jewelry order over $50 will qualifies for free shipping. Priority shipping and Express shipping cost varies by destination. Visit our Shipping & Handling page for details information.
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Can I track my order?

Definitely! You should have received the tracking details in your order confirmation email. If not, send us a message or give us a call and we can figure it out as soon as possible.
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My order hasn’t arrived or has arrived damaged. What can I do?

Please contact us and we can solve this as soon as possible. 1-917-385-2133 or via online contact form.
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What is U.S. Standard shipping?

Stone Flower ships anywhere within the Continental United States, including Hawaii, and Alaska. We offer Standard shipping (5-7 business days), Priority shipping (2-3 business days), and Express shipping (1 business day). Priority and Express orders must be placed by 12PM EST to ship on the same day.
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Will Stone Flower ship anywhere?

Yes, we do ship worldwide. Please visit International shipping page for more information.

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What is within the continental United States?

The Contiguous United States does not include Alaska, Hawaii, or any other territories under the control of the United States. Alaska is unique among the US states as it is part of the North American continent, meaning it is attached via Canada, and so is part of the "Continental United States".

The term excludes the non-contiguous states of Alaska and Hawaii and all off-shoreUnited States territories and possessions, which include American SamoaGuam, the Northern Mariana IslandsPuerto Rico, and the U.S. Virgin Islands.

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Can I send my order to a P.O. Box address?

Sorry, not at this time.

Terms & Privacy

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Can I order from this website if my cookies are disabled?

We promise, these cookies are a good thing. We use cookies to track your needs and wants on our Stone Flower site so you may not be able to purchase if your cookies are disabled.
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Why are images and content not displaying on your website?

You may have to clear your cache. If viewing issues persist, we may have some updates being made to the site. We apologize for any inconvenience.
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What browser works best with the Stone Flower website?

We want to make sure you can browse as much as your heart desires, so the most recent versions of the following browsers are supported by our website: Internet Explorer, Safari, Chrome, and Firefox.
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Is my credit card information secure when I order from the website?

Your details are safe with us! We are PCI compliant.

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