Last updated: September 2026
At Stone & Moss, we want you to be happy with your purchase. If you experience an issue with your order, please review the conditions below before contacting us.
Size and Fit Exchanges
If you received the size you ordered but it does not fit, you may request a size exchange within 7 days of delivery, subject to stock availability.
Refunds are not available for size or fit issues. To qualify for an exchange, the shoes must be:
- Unworn and unused
- Unwashed and unaltered
- Returned in their original packaging
The customer is responsible for the cost of returning the original pair. A US$30 shipping fee will also be charged to send the replacement pair.
Please contact us before returning anything. Unauthorized returns will not be accepted.
Damaged or Defective Shoes
A free exchange is available only when the shoes themselves arrive damaged or have a verified manufacturing defect.
You must contact us within 7 days of delivery and provide:
- Your order number
- Clear photos of the shoes
- Clear photos of the packaging
- A description of the issue
If your claim is approved, we will cover the return shipping costs and send a replacement pair at no additional charge.
Damaged Shipping Boxes
Damage limited to the external shipping box—including dents, tears, or crushing—does not qualify for a free exchange when the shoes remain undamaged.
Shipping boxes may be affected during transportation and handling, which is outside our direct control.
If the damage to the box has also damaged the shoes, contact us within 7 days of delivery with clear photos so we can review your claim.
Defects After Use
Refunds are not available once the shoes have been worn.
If an issue develops after use, an exchange may be considered depending on the nature of the problem. Approval is not guaranteed and will be determined after review.
Contact us with your order number, clear photos, and a description of the issue so we can assess the available options. Return shipping or other costs may apply.
General Conditions
- Contact us before returning any item.
- Unauthorized returns will not be accepted.
- Exchange requests must be submitted within 7 days of delivery.
- All exchanges are subject to stock availability.
- Original shipping charges are non-refundable.
- Size exchanges require the customer to pay return shipping and a US$30 replacement shipping fee.
- Gift cards and final-sale, worn, washed, used, or altered items are not eligible for return or exchange.
- Damage to the shipping box alone does not qualify for a free exchange.
- Stone & Moss reserves the right to deny requests that do not meet the conditions of this policy.
Contact Us
Email: [contact@stoneandmossus.com](mailto:contact@stoneandmossus.com)
Instagram: @thestoneandmossus
Please include your order number and clear photos when contacting us. Our team responds within 48 hours.