Buying
How to Request a Refund
What to do if something goes wrong with your order.
Contact the seller first
Most issues are resolved directly with the seller. Go to My Account → Messages and send the seller a message explaining the issue.
Allow time for a response
Sellers have 3 days to respond. Most sellers are responsive and will work with you to resolve the issue.
Ask the community
Other buyers have often hit the same thing. Head to Community Q&A in the Help Center to see whether anyone has run into this already — and ask if they haven't. It's often the quickest way to tell a common hiccup apart from a real problem with your order.
Report a problem from your order
If messaging the seller doesn't resolve it, open the order in My Account → Purchases, tap "Report a problem", pick a reason, and add details plus an optional photo. Reports must be filed within 30 days of purchase — after that the form no longer accepts them.
Refund processing
Approved refunds are processed back to your original payment method within 5–10 business days depending on your bank. Refunds are issued in full — Stonefjord does not currently issue partial refunds for part of an order. If only part of an order was a problem, message the seller first: they can cancel and refund the order in full, and you can re-order what you did want.
You're all set!
Need more help? Browse other guides or ask the community.