orders, shipping & returns

PRE-ORDERS:
Items that are available for pre-order are not available for immediate shipping, and usually have a ship by date(s) in the item description. If a pre-order item is purchased along with other items, your order will ship once the pre-order is ready to ship. If you need an item sooner, please split your purchases into multiple orders.

COUPON DISCOUNT CODES:
We give out coupon codes often because we love you all so much! Though, there are some rules regarding their use.

Coupons are non-transferable and valid 1x per customer on eligible products (some exceptions apply). These promotions may not be combined with other discounts (including sale prices unless otherwise noted) or promotion codes in one order. Coupon codes cannot be used to purchase gift cards, and are not valid on past orders or custom orders/items.

WHERE DO OR DON'T YOU SHIP TO?
We currently cannot ship to certain countries due to tax changes. If your country is not available please email us for more information.

We ship to many countries.  If you do not live in one of the countries we ship to and are not in one of our restricted countries you may still contact us about ordering.  Please email your inquiry to store@thestonesouls.com. Also, if purchasing from outside of the EU please understand that you are responsible for knowing the customs restrictions for your country. We are not responsible if your item is stopped in customs because it is not an item that is legal to enter your country (for example plants or antiques). DUE TO RECENT CONFUSION WE MUST STRESS THAT THERE IS NO WAY FOR US TO KNOW WHAT IMPORT TAXES YOU MAY OR MAY NOT HAVE TO PAY ONCE YOUR PACKAGE REACHES YOUR COUNTRY! We can't stress this enough! Some countries don't charge an import tax on certain goods, some do. There is no way that we will know this information. If you have any concerns about import tax check with your country's import tax department. They can tell you what taxes (if any) you may need to pay to receive your item.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We only accept PayPal (including PayPal Credit), IDeal and creditcards if purchasing from the web store, but if you're interested in an alternate payment method just contact us.

HOW LONG BEFORE MY ORDER SHIPS?
You will receive a confirmation email once you complete your order and another email once your order ships. Due to the nature of the product and the volume of orders we unfortunately cannot offer updates yet through each step of the creation process. We do hope to offer this soon in the future. You are welcome to email us if you have any questions about your order. We ship most weekends, and some Mondays and Tuesdays.

DOMESTIC & INTERNATIONAL SHIPPING

Orders are shipped with POSTNL. If your item is lost or damaged in transit please contact us and we will discuss options available for starting a claim. Please understand that although we will work with you to locate or replace lost items, we are not responsible for packages lost or damaged in transit.
Please note that international delivery times may vary.

We are not responsible for any items that may get stuck in transit or customs. If you need an item by a specific date or time frame CONTACT US (especially if you are outside of The Netherlands). We will do everything in our power to make sure your item arrives by that date. Any questions regarding your order can be sent to store@thestonesouls.com

CAN I CHANGE MY ORDER ONCE I PLACED IT?
Since many of our items are made to order, unfortunately we cannot swap items out after you have made your initial order. Usually within an hour or so of receiving your order the process has begun of creating that item for you. We can sometimes, however, add items if you have forgotten something as long as your item hasn't already been prepared for shipment.

If you feel the need to cancel an order, please email us. Please also note that after the first 24 hours there is a 25% cancellation fee for all orders that are cancelled in full by the customer.

I HAVE A QUESTION, HOW DO I CONTACT YOU?
Please email store@thestonesouls.com if you need to get in touch with us. Messages sent via social media, e.i. Instagram and Facebook are not checked as regularly and you may experience a delay in communication.

WE RESERVE THE RIGHT TO CANCEL ANY ORDER FOR ANY REASON.

WHAT IS YOUR RETURN POLICY?
If you are not 100% satisfied with your purchase:
We accept returns on items IN THEIR ORIGINAL CONDITION* and give a full refund or exchange the product for another one, be it similar or not.
You can return a product for up to 30 days from the date you purchased it.
Refunds will be in the form of original method of payment, less shipping.  
Buyer is responsible for return shipping.

*No sings of use: Original condition all items means: no signs of damage or use. The practice of buying clothing, wearing it once or twice and returning it to the store is called “wardrobing”.
Wardrobing is illegal!

HOW DO I MAKE A RETURN
Just shoot us an email with your order number and what you'd like to return, and we'll take it from there. Make sure to include your original order number with your return as well as a short note stating the reason for the return.