FAQs

We strive to keep all of our amazing Stone and Rose customers happy. If you have an issue for any reason, please contact us at support@thestoneandrose.com immediately. We try our best to accommodate all orders, and we are dedicated to providing excellent customer service.

BEFORE YOU PURCHASE, PLEASE KEEP IN MIND:

We cannot state this enough, please read each item description carefully, and use our measurement guides if applicable to measure your child.

Where do your items ship from?

We ship from our warehouse located in Ohio within 24-72 hours, Monday through Friday. During holidays, restocks, and new launches, we can experience a small delay.

Do you offer free shipping?

Yes, we offer free shipping on all orders in the USA We also offer free shipping to Canada & Australia for all orders over $150 USD.

Do you offer gift wrapping?

We now offer gift wrapping at an additional cost! Please ensure the gift box and written note are added PRIOR to checkout to ensure your order is packaged in a gift box. Items are neatly packed in boxes, branded tissue, and note card with a custom handwritten note (if one is left before checking out).

Can an order be changed?

We are unable to change an order once it's been placed.

Can an order be canceled?

Due to the volume of orders we process, we cannot cancel an order once it's been placed — especially on Launch days.

Do you accept returns?

Stone and Rose will gladly accept returns of product(s) purchased from www.thestoneandrose.com only. If you purchased from a retailer, please contact them.

• To qualify for a return, please visit our Returns Center:  support@thestoneandrose.com
• Products must be in their original and respective packaging. Refunds are processed in 10-15 business days after receiving the return.
• A return shipping label and instructions will be provided when your return is approved.
• Once the item(s) for return is received and reviewed, you will be emailed. We will issue you a refund for the amount to the original payment form(s).

Do you accept exchanges?

We currently do not accept exchanges, due to tracking issues. If you need a different size, color, etc, please return your original order for a refund and place a new order.

Which payment methods are accepted?

We accept PayPal, Apple Pay, Google Pay, Amazon Pay, Afterpay, and all major credit cards. All payments paid by eCheck through PayPal must be cleared in order for your order to be fulfilled.

About Coupon Codes

All coupon codes must be rendered at checkout. One coupon code per transaction. You cannot stack multiple coupons or combine them in a single transaction. Coupon codes cannot be applied to collaboration collections. Coupon codes are only valid at checkout and we will not price adjust coupons if they were not used. You are welcome to use it on your next order.

Care & Wash For Our Products

Most of our apparel is made from our signature Viscose from Bamboo, and we suggest washing them on cold/gentle cycle inside out. Lay flat to dry for optimal longevity or dry low and cool iron if needed. Follow all care tag instructions. 

Viscose is known to be buttery soft and the softer the fabric, the more pilling is common — however, laying flat to dry really keeps the fabric new. Most moms prefer to line dry for optimal texture, lasting color, and to last through the lifespan of the item.

Due to the delicate nature of our lush fabrics, please do NOT wash with other items with zippers, buttons, or hardware. Snagging may occur. Wash separately with other baby items.

Will the color fade?

No. Everything is pre-washed and colors will not fade.

Why do my items fit differently?

In each production, we are constantly making small improvements from our customers' feedback. Measurements of our fabric may be 1-5cm in difference for seam allowance and the natural nature of the delicate fabric. Snaps, zippers, and small details are often improved to ensure the highest quality available in current production standards.

After placing an order, I noticed there was a promotion on the item(s) I ordered. Am I able to receive a price adjustment?

• Price adjustments for all sales are honored if you placed your order 48 hrs before the start of a sale. If requested within 2 days of the order, sale or promotion, unless otherwise noted in promotion rules.
• Price adjustment will be provided in store credit. Price adjustments exclude flash sales and promotions. Price adjustments will not be made for flash sales. Please read disclaimer for offer to verify eligibility of price adjustment. 
• Final sale items are final sale and there will be no price adjustments.

Pre-Sale Shipping Times

Items marked PRE-SALE will ship in the approximate timeframe given in the description of the item. These dates are not guaranteed and will not process in our normal 1-3 day processing window. Upgrading shipping on a Pre-Sale item also does not constitute a faster processing time. Your items will ship with the selected shipping method at checkout once the Pre-Sale item has been processed within the given dates.