Can I expedite sewing / shipping my custom order?
Rush fees are available for moving your custom order in front of the sewing line. Please note the rush options will not expedite your shipping time. It will only move your items to the front of the sewing line. The shipping you select at the checkout will be applied after the sewing process has been completed.
I’m sending a gift, how do I let you guys know?
We <3 SCL gifts! When you go to check out there is an option to have your item wrapped and include a note .
Does the promo apply to gift cards?
All gift cards are not qualified for discounts. Gift card amounts are subject to tax and shipping rates.
When will my credit card be billed for my order, does this apply to pre-order items?
All purchases through our website are charged at point of sale. If you have selected an item that is on pre-order, your card will still be charged for this item.
Does sales tax apply to my order?
For all items being shipped within New York, sales tax does apply.
My payment method was declined and I did not receive a confirmation email, what should I do now?
If your card was declined, you may still see a pending charge on your statement. If you do not receive a confirmation email, the order did not go through on our end.
I see a pending payment on my credit card, but did not receive a confirmation email. What should I do now?
This is a pre-authorized pending charge and is subject to change. The hold that you see on your statement could take up to 5-10 business days to be removed depending on your band and their processing time.
What if I want to change or cancel my order?
We try our best to process orders very quickly so we can ship them out to you! If you notice a mistake when you receive your order confirmation, please reach out to email@example.com within 1 hour to see if changes can be made. Past the hour grace period, we are unable to accomodate changes during the high volume holiday season. Please double check your shipping address and your order details to ensure timely delivery.
My tracking says delivered, but I don't have my package?
ln the rare case that your tracking number shows that your package has been delivered, but you still have not received it, you must contact the shipping company (USPS or UPS) to inquire as to the whereabouts of your package. Once a package’s status is updated to “Delivered,” there is nothing we can do as the sender in terms of locating it. Stoney Clover Lane is not liable for unforeseen issues caused by USPS/UPS or theft at your destination, but we will do whatever we can to help in the event of a lost or stolen package.
When will my order ship?
All in stock non-customized items, will be shipped out within 24 hours Monday through Friday. All customized items will be shipped out within 7-10 business day. Please note around the holiday season, it can take up to 2-3 weeks to ship out. Should you need your package sooner, please contact us at firstname.lastname@example.org and we will let you send you rush options available for purchase.
How long will it take for my order to arrive?
We ship all orders through USPS Priority and UPS within the United States. Depending on your shipping selection at check out, your order can take between 1 and 6 business days to arrive once the order is complete. If your item is being customized that order will not go out until the sewing process has been finished.
How can I track my order?
Once a label has been created for your shipment, tracking information will be emailed to the email address provided on your order.
Do you ship internationally?
Yes, we do ship internationally! Please note, we are not responsible for the payment of any duties, taxes, or other fees placed on international shipments.
Are your patches permanent? What's the best way to attach them?
It really depends what surface you stick the patches to! If you're putting the patch on something hard like a laptop or cell phone case it will stay until you take it off, if its on a softer material like a backpack, pencil case, jacket, etc and you want to make it permanent we recommend sewing it on! We offer sewing on our bags and pouches for $15 so just make sure to utllize our customizer to ensure your sewn order is received by our team. Sewing is not available on our small accessories (ID holders, card cases, etc.). Although you can usually take the patches on and off most surfaces the adhesive can be damaging to leather or other materials if you leave it on for a long time and put it in the heat or sun and then try and take it off. When placing it on a material like leather we recommend making sure you are positive about the placement and leaving it on for good!
*NOTE: Our patch stickers are not guaranteed to stick on all materials. Although our adhesive material used on our patches stick to most fabrics, we cannot 100% say that our patches will not fall off over time.
What is your customization fee?
Although all of our patches are stickers, we do recommend having patches sewn on to keep them secure. Our customization fee is $15 per bag and/or pouch.
Can you help me design my bag/pouch?
Due to the high volume of orders during this time, we are unable to provide you assistance on the layout of your designs. However, our Design Concierge services provide you a personalized 1-on-1 consultation for a fee of $50 that can be applied towards your order. Please contact us at email@example.com.
I had trouble getting my patches straight on the customizer, will you make sure these patches are sewn straight and evem?
Our team of expert sewers and designers use our best judgment to ensure that your cusstomized masterpiece is looking 100%. Our support team will reach out to you should we have any questions about your design.
I have a stain on my vegan leather bag/pouch, how can I remove it?
Use a damp cloth soaked with warm water and soap and use circular movements on and around the stain area to gently lift the dirt off the bag or pouch. Take your item to a professional cleaner if the problem persists. Avoid any inks or dyes that might permanently damage your item.
I have a stain on my iridescent/patent bag or pouch, how can I remove it?
Use a wet wipe or a damp cloth to remove any stains or marks on your iridescent or patent material bag/pouch. Due to the nature of the material, imperfections may appear with time and usage of your item.
I have a stain on my nylon bag/pouch, how can I remove it?
Spot treat the stain with a damp cloth soaked with warm water and soap to gently lift the dirt or stain from your pouch. Consult a professional cleaner if your problem persists.
How do I take care of my customized item?
The sewing on our pouches are made to be durable. Nevertheless, please select the gentle/delicate cycle when placing your item in the machine wash. Please be sure to air dry. Avoid oils and dyes that may permanently cause damage to your item.
What is your return policy?
All sale items and customized orders that have been sewn cannot be returned and are final sale. For all items that have NOT been customized, all items but be unused and returned in the original condition that were shipped out in using the label provided by SCL within 14 days of delivery date.
*NOTE: We do charge a $10 flat rate return processing fee that includes a restocking fee and pre-paid shipping label. This fee will be deducted from your refund amount. Your refund will be credited to your original payment method anw will be processed once received by our team.
If you would like to return any in stock merchandise that has been unused and is still in original packaging, please email firstname.lastname@example.org within 14 days of delivery date to guide you through our return process.
What is your exchange policy?
Please contact our support team to ensure eligibility of your exchange: email@example.com within 14 days of delivery of your item. The exchange should be for an item of equal value or more. Customized items are NOT eligible for exchanges.
*NOTE: Please note $10 flat rate return processing fee does not apply on an exchange. However, the customer is responsible for shipping the item back to us with a tracking number. Once we receive your returned item, we will ship out the exchanged item for you.
What should I do if I received an item that is defective?
If you find an issue with your order, all inquiries must be emailed to firstname.lastname@example.org within 48 hours of receipt. Please be sure to include photographs of the defects so we can better assist you. Repairs and replacements work on a case-by-case basis and will be dealt with accordingly.
I bought an item online, can I return it to your store?
Items that were purchased online must be returned through stoneycloverlane.com. Items that were purchased at our flagship store can be returned in store or online. All merchandise bought at other retailers must be returned through the original place of purchase.
Do you have a store?
We are opening a store in Palm Beach in Fall of 2018 – stay tuned for more details!
Are you hiring?
We are always accepting resumes and looking for interns. If you are interested you must be 18+, currently in college or a recent grad, and live in the NYC area. Send all resumes to email@example.com.
I have press or marketing inquiries, who can I reach out to?
Please send us your information to firstname.lastname@example.org and a memeber of our team will direct you to the appropriate department.
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