Fequently Asked Questions
OUR PRODUCTS & SERVICES
DO YOU OFFER A RESIZING SERVICE?
Unfortunately, this is not a service Stoned Hilda provides. We recommend you visit your jeweller for information on this service.
DO YOU CUSTOM MAKE JEWELLERY?
Unfortunately, this is not a service Stoned Hilda provides. Stoned Hilda is a retailer not a manufacturer.
DO YOU OFFER JEWELLERY SERVICES LIKE REPAIRS?
Unfortunately, this is not a service Stoned Hilda provides. Stoned Hilda is a retailer not a manufacturer.
CAN I ORDER MY RING SIZE IF MY SIZE IS NOT CURRENTLY AVAILABLE ON YOUR SITE?
As most of our jewels are one-off pieces, we do not offer this service. What is showing on our site, is our complete collection.
DO YOU RE-STOCK THE SAME PIECES ONCE THEY ARE SOLD OUT?
As we specialize in one-off pieces, this is very rare. Once an item is sold out, this usually means we will not restock.
DO YOU MAKE OR HAVE ANY GOLD PIECES?
Stoned Hilda specializes in solid 925 Sterling Silver. We do not sell Gold jewellery.
CAN I VISIT YOUR STORE?
Stoned Hilda is primarily an ecommerce store with no shop. You can however jump on to our Live Chat between 8am-8pm everyday to request a photo or video in real-time of a product or chat with one of our Customer Service gals with any questions you may have.
WHAT DOES "STONES VARY" MEAN IN THE DESCRIPTIONS?
When we state "stones vary" this means that the exact stone you will receive may not be the actual stone in the pictures. Most times it is the actual stone, although where there is a stone that has very minimal inclusions or markings this may occur. If you wish to see the "exact" stone or piece you are purchasing, please begin a "live chat".
ARE OUR STONES NATURAL?
To the best of our knowledge, yes our stones are natural and on occasion "heat treated stones". This is the information our suppliers have shared with us.
SHIPPING
WHERE DO YOU SHIP FROM?
Stoned Hilda is based on the beautiful NSW coastal City of Wollongong, Australia.
WHERE DO YOU SHIP TO?
Stoned Hilda ships Australia and New Zealand wide with FREE SHIPPING.
We also ship worldwide for a flat $15.00 AUD.
WHO DO YOU USE FOR SHIPPING?
Stoned Hilda uses Australia Post for all our shipping.
HOW WILL I KNOW MY ORDER HAS BEEN SHIPPED?
Once an order is placed, you will receive an email order confirmation straight away. Stoned Hilda ships every Monday, Wednesday and Friday and every day in peak times. Once an order has shipped, you will receive another email with all tracking details so you can stay up-to-day with the journey of your order.
WHEN WILL YOU SHIP MY ORDER?
Our shipping days are: Monday, Wednesday and Friday.
In peak times we ship everyday except weekends.
PAYMENT METHODS & RETURN POLICY
WHAT PAYMENT METHODS CAN I USE?
All major credit cards, Shop Pay, Apple Pay, Afterpay, Klarna, Zippay, PayPal, PayPal: Pay In 4 and direct debit.
WHAT IS YOUR RETURN POLICY?
We are happy to say, Stoned Hilda offers a 30 day easy return policy. Even for change of mind! We even cover part shipping fees. To read more, visit here.
WHERE DO I SUBMIT MY RETURN?
You can submit your Return within 30 days by visiting our Returns Portal here.
WHAT IS YOUR ORDER CANCELATION POLICY?
Stoned Hilda requires a 10% cancelation fee of an order if canceled.
To read more, visit here.
DO YOU OFFER FREE EXCHANGES OR RETURNS?
Yes, we sure do! If you order is over $250 AUD we offer a one-time exchange/return for whatever reason within our 30 day Returns Policy. If your order is under $250 AUD, you can opt in to pay $2 to cover the above.
Read more about our exclusive Stoned Hilda 360 exchange policy here.
CAN I SEE A PHOTO OR VIDEO OF THE ACTUAL PIECE I AM BUYING?
You sure can! Just jump on to our Live Chat bubble at the bottom right side of the screen where one of our customer service gals are eagerly awaiting your questions. They are available (in real-time) from 8am - 8pm everyday. Once you send them your request, generally you will have a photo/video within minutes.
WHERE CAN I READ YOUR POLICIES?
You can find all our store policies at the bottom of our Homepage in our Footer section.
Alternatively, they are listed below:
Returns Payments Layby
https://www.stonedhilda.com.au/pages/returns-refunds-policy
Shipping
https://www.stonedhilda.com.au/pages/shipping-page
Privacy Policy
https://www.stonedhilda.com.au/pages/privacy-policy
Mobile Terms Of Service
https://www.stonedhilda.com.au/pages/privacy-policy
Terms Of Service
https://www.stonedhilda.com.au/policies/terms-of-service
Product Warranty & Sales Disclaimer
https://www.stonedhilda.com.au/pages/product-disclaimer
Video & Photo Terms & Conditions
https://www.stonedhilda.com.au/pages/ugc-t-and-c
HOW DO I CONTACT STONED HILDA?
I HAVE MORE QUESTIONS, HOW CAN I CONTACT YOU?
You can jump on to our Live Chat bubble at the bottom right side of the screen where one of our customer service gals are eagerly awaiting your questions. They are available (in real-time) from 8am - 8pm everyday. Alternatively, you can contact us via our Contact Us page here or via FB/Insta Messenger.
Payments & Safety
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
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Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
Shipping & Delivery
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Domestic shipping can take up to 5 business days.
Foreign shipping could take up to 14 business days.
Due to global supply chain challenges, shipping times could be longer than usual. -
Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy. -
Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..
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Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region. -
A full list of all of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
Warranty & Repair
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All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects. -
An extended warranty can be added to your products for an additional cost.
Please get in touch for more information about extended warranties.
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The extended warranty could come at a different cost depending on the type of product and extended period.
Please get in touch for more information.
Returns & Refunds
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Yes, we offer full and partial refunds.
Please enquire for more information about our Refund policy. -
A refund request can be submitted within a month after the purchase is made.
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In the case when theproduct and packaging are unopened and undamaged, you areeligiblefor a full refund.
In the case whenthe packaging has been opened and the product has been used, you areeligiblefor a partial refund.
In the case when aproduct has been damaged, and the damage is not covered by your warranty, you arenot eligiblefor a refund.
Please check our Terms of Service to see if you're eligible for a refund.
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When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
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When an order includes free shipping, only the cost of the return shipping is handled by the customer.