Refund and Return Policy

Return & Refund Policy

Last updated: April 2026

At Stone & Moss, we want you to love every step in your new shoes. If something isn't right, we're here to help — though our ability to assist depends on the nature of the issue. Please read the sections below carefully so you know what's covered before reaching out.

Sizing & Fit Issues (Order Fulfilled Correctly)

If you ordered a specific size and we shipped exactly what you ordered, but the fit didn't work out for you, we are unable to offer a refund. Fit and sizing preferences are the responsibility of the buyer.

In these cases, we may be able to accommodate an exchange depending on stock availability. Please note that any associated costs — including return shipping and a service fee — will be the customer's responsibility. The exact costs are assessed on a case-by-case basis. Contact us to discuss your options before sending anything back.

Defective or Damaged Items (Unused)

If your item arrived with a manufacturing defect or was damaged upon delivery and has not been worn or used, you may request a full exchange or refund within 30 days of the delivery date.

To initiate a claim, contact us within that window with your order number and clear photos showing the defect or damage. If your claim is approved, we will cover the return shipping costs and send out a replacement (or issue a full refund) at no additional charge to you.

Defects That Appear After Use

If an issue develops after the item has been worn, we are unable to offer a refund. However, depending on the nature and extent of the defect, we may be able to offer an exchange.

Any such exchange will be subject to conditions, including potential return shipping costs, assessed on a case-by-case basis. Reach out to our support team with photos and a description of the issue, and we'll let you know what options are available.

General Return Conditions

Do not send items back without contacting us first. Unauthorized returns may not be processed.
Original shipping costs are non-refundable. If your order included free shipping, the standard shipping cost will be deducted from any applicable refund.
If approved for a refund, it will be issued to the original payment method within 7–10 business days. Additional processing time may vary by bank or card issuer.
Gift cards, final sale items, and items that have been used, washed, or altered are not eligible for return or exchange under any circumstances.

Haven't Received Your Refund?

First, check your bank account and contact your card issuer, as processing times vary. If you've completed both steps and still haven't received your refund, email us at contact@stoneandmossus.com and we'll look into it right away.