Returns & Refunds
Stranded Stone Designs
Last updated: 5 October 2026
Every Stranded Stone Designs piece is handmade with care. I want you to be happy with your purchase and will always do my best to help if there is a problem.
Standard Items
For standard, non-personalised items purchased online, you may have the legal right to cancel your order within 14 days of receiving it, subject to applicable UK consumer law.
If you wish to return an eligible item, please contact:
strandedstonedesigns@gmail.com
Items should be returned unused and in their original condition where possible.
Unless the item is faulty or not as described, you will normally be responsible for the cost of returning the item.
Custom & Personalised Pieces
Custom and personalised pieces are made specifically for you and are based on the details agreed when your order is placed.
This can include your chosen colours, crystals, dried flowers, wording, dimensions or other bespoke requirements.
A 30% deposit is required before work begins on a custom order. This secures your order and allows me to purchase materials and set aside time to create your piece.
Once work has started, custom and personalised pieces cannot be cancelled or returned if you decide the piece is no longer right for you, as it has been created specifically for you.
This does not affect your statutory rights if your item is faulty, damaged or not as described.
Damaged or Faulty Items
If your item arrives damaged or you believe it is faulty, please contact me as soon as possible.
Please include your order details and photographs of the item and packaging where possible.
I will assess the issue and work with you to find an appropriate solution, which may include a repair, replacement or refund where applicable.
Handmade & Natural Variations
Every piece is handmade and natural materials are used throughout my work.
Crystals, dried flowers and wood can naturally vary in colour, shape, size, texture and appearance.
Small differences between your piece and website photographs are therefore expected and are part of what makes your piece unique.
Refunds
Where a refund is agreed, it will normally be made using the original payment method.
Your statutory consumer rights are not affected by this policy.
How to Contact Me
If you have any questions about returns, refunds or your order, please contact:
strandedstonedesigns@gmail.com
I’m always happy to chat through any concerns and will do my best to help.
Delivery & Cancellations
Stranded Stone Designs
Last updated: 5 October 2026
Made-to-Order Pieces
As every piece is handmade to order, please allow up to 7 working days for your piece to be made and prepared for dispatch.
This timeframe does not include delivery time.
Larger or more detailed pieces may occasionally require additional time. If this is the case, I will contact you.
Custom and personalised pieces may also require additional time depending on the design, materials and details involved.
UK Delivery
All UK orders are sent using Royal Mail Tracked 48, unless otherwise agreed.
Royal Mail Tracked 48 is a tracked service with a delivery aim of 2–3 working days. Delivery aims are not guaranteed and may vary depending on the destination postcode and circumstances outside of Royal Mail's control.
Postage costs will depend on the size and weight of your package and will be shown at checkout.
Please remember that the up to 7 working day making timeframe is separate from the Royal Mail delivery time. Your order will be dispatched once it has been completed and prepared.
I take care to package every piece securely before it leaves me. Once your order has been handed to Royal Mail, delivery is outside of my control, although I will always do my best to help if there is a problem.
Delivery Delays
Royal Mail delivery times are estimates and can occasionally be affected by busy periods, weekends, bank holidays, weather or other circumstances.
If your parcel is delayed, please allow the appropriate time for Royal Mail to deliver before contacting me. I can then help with any enquiries where appropriate.
Incorrect Delivery Information
Please make sure your delivery address is correct when placing your order.
If an order is returned to me because an incorrect or incomplete address was provided, additional postage may be required to resend it.
Standard Order Cancellations
For standard, non-personalised items purchased online, you may have the legal right to cancel your order within 14 days of receiving it, subject to applicable UK consumer law.
If you would like to cancel an order, please contact:
strandedstonedesigns@gmail.com
If your order has not yet been dispatched, I will do my best to cancel it before it is sent.
Made-to-Order, Custom & Personalised Cancellations
Made-to-order, custom and personalised pieces are created specifically for you.
A 30% deposit is required before work begins on a custom order. Once work has started, the piece cannot be cancelled or returned if you decide it is no longer right for you, as it has been created specifically for you.
If you need to make a change or cancel your order before work has started, please contact me as soon as possible. I will always do my best to help where I can.
This does not affect your statutory rights where an item is faulty, damaged or not as described.
Questions About Delivery
If you have any questions about your order or delivery, please contact:
strandedstonedesigns@gmail.com
I’ll always do my best to keep you updated and help where I can.