Last updated: September 2026
At Stone & Moss, we provide worldwide shipping and work to deliver every order as quickly and safely as possible. Please review the information below before placing your order.
Processing Time
Orders are prepared and dispatched within 1–3 business days after payment confirmation.
Business days are Monday through Friday, excluding holidays. Once your order has been shipped, you will receive a confirmation email containing your tracking information.
Estimated Shipping Time
Delivery typically takes 5–18 business days, depending on the destination.
Your total estimated delivery time is:
Processing time + shipping time
These timeframes are estimates and are not guaranteed. Delivery may be affected by circumstances outside our control, including carrier delays, severe weather, customs inspections, holidays, or an unusually high volume of orders.
Shipping Costs
Shipping costs are displayed at checkout and may vary depending on the delivery address, shipping method, and order details.
Any free-shipping promotion or minimum purchase requirement will be displayed on our website or during checkout.
International Orders
International customers are responsible for any customs duties, import taxes, or additional fees charged by their destination country.
These charges are not included in the product price or shipping cost paid to Stone & Moss. We do not control these fees and cannot predict their amount. Contact your local customs authority for more information before placing your order.
Customs inspections may also extend the estimated delivery time.
Order Tracking
Once your order has been dispatched, you will receive an email containing your tracking number and a link to follow the shipment.
Tracking information may take a few business days to update after dispatch. If you have not received your tracking details after the processing period, contact us.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate delivery address.
If a package is returned because the address provided was incorrect or incomplete, the customer will be responsible for the additional shipping costs required to send the order again.
Please contact us as soon as possible if you notice an error in your address. We cannot guarantee that an address can be changed after an order has been processed or shipped.
Undeliverable or Refused Packages
If a package is returned because it was refused, unclaimed, or could not be delivered, the customer will be responsible for any return and reshipping costs.
Original shipping charges are non-refundable.
Lost Packages
If your tracking information indicates that the package may be lost, contact us within 7 days of the expected delivery date.
We will review the tracking information and work with the shipping carrier to investigate the shipment. Any replacement or other resolution will depend on the outcome of the carrier’s investigation.
Stone & Moss is not responsible for packages confirmed as delivered to the address provided at checkout. If tracking shows that your package was delivered but you cannot locate it, contact the carrier and check with household members, neighbors, or your building’s reception area before contacting us.
Packages Damaged in Transit
Damage limited to the external shipping box—including dents, tears, or crushing—does not qualify for a free exchange when the shoes remain undamaged.
If the shoes themselves arrived damaged, contact us within 7 days of delivery and include:
- Your order number
- Clear photos of the shoes
- Clear photos of the shipping box and packaging
- A description of the damage
If the claim is approved, we will cover the return shipping and send a replacement at no additional cost.
Contact Us
Email: [contact@stoneandmossus.com](mailto:contact@stoneandmossus.com)
Instagram: @thestoneandmossus
Please include your order number when contacting us. Our team responds within 48 hours.