FREQUENTLY ASKED QUESTIONS

ORDERS

What type of payment methods do you accept?

We accept all major credit cards and debit cards. All prices on our site are in USD.

When will my credit card be billed for my order, and does this apply to pre-order items?

All purchases will be charged when the order is placed.

Does sales tax apply to my order?

For all orders being shipped to California, Florida, Georgia, Illinois, Kansas, Louisiana, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, Virginia and Wisconsin local sales tax will be applied.

I see a pending payment on my credit card, but did not receive a confirmation email. What should I do now?

If you did not receive an order confirmation email, your order did not go through and you were not charged. You may see a pending charge on your statement; this does not mean you have been charged. The pending charge will fall off in 5-7 business days. If you are still experiencing issues please reach out to us at support@stoneycloverlane.com

Can I change or cancel my order?

Orders are processed as they are received. We are able to adjust or cancel orders within 1 hour from when the order is placed. When you receive your order confirmation, please contact us at support@stoneycloverlane.com as soon as possible. Past the hour grace period, we are unable to guarantee any changes or cancellations.

Can I apply more than one discount code to my order?

Only one discount code can be applied per order.

Are there discount restrictions?

Yes. Seasonal Collections, Third Party Products, Collaborations, and Customization Fees are excluded from all codes and promotions.

Can I apply my discount code to a previous order?

Discount codes and sale promotions cannot be applied to previous orders. This applies to all past orders regardless of when they were placed.

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SHIPPING

When will my order ship?

Due to CDC and state regulations, we are currently operating from multiple fulfillment centers all of which are processing separate products and collections. This update means orders may not necessarily be shipped in the order that they are received, but we can promise you they are being fulfilled as quickly as possible.

Can I rush my order?

We are not currently offering rush customization options. You are able to select expedited shipping options at checkout but this does not expedite your order in the customization queue. Expedited shipping applies once the order is customized.

How long will it take for my order to arrive after it has been customized?

In the United States, all orders are shipped through UPS. At check out you can select your desired shipping speed. Depending on your preferred shipping method, your order can take from 1- 6 business days. Please note shipping speed comes into effect once your customized order is complete.

How can I track my order?

Once your order is shipped, an email will be sent to you with essential tracking information. It can take up to 48 hours for your first scan to appear.

Where do you ship from?

We are currently processing orders from multiple fulfillment locations across the country.

Do you ship internationally?

Absolutely! We want you to get your Stoney Clover Lane fix wherever you are. Please note we’re not responsible for the payment of any duties, taxes, or other fees placed on international shipments. At this time we don’t allow returns or exchanges for international orders.

My tracking says delivered, but I don't have my package?

We’re so sorry! In the rare case that your tracking number shows that your package has been delivered, but you haven’t received it, please contact the shipping company (UPS or DHL). Once a package’s status is updated to “Delivered,” there’s nothing we can do as the sender to help locate it. If we could, we would, trust us. Stoney Clover Lane is not liable for unforeseen issues caused by UPS or theft at your destination, but we’ll always do whatever we can to help in the event of a lost or stolen package.

How's my item packaged?

All pouches and bags come in an iridescent dust bag with tissue paper. Patches, accessories and face masks come in a clear reusable pouch/envelope. Anything else included in packages is seasonal and subject to change. 

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CUSTOMIZATION

Are your patches permanent? What's the best way to attach them?

It all depends on the surface! Our patches are adhesive so they stick well to hard surfaces like laptops or cell phones. On soft surfaces, we recommend sewing them to ensure the patches are permanent. We offer and encourage sewing on our merchandise for $15 through our customizer. Sewing is not available on some of our small accessories.

*NOTE: Our patches are not guaranteed to stick on all materials. Although our adhesive will stick to most fabrics, we cannot 100% guarantee our patches will remain permanent unless they are sewn.

Can I take my patch off if I use the adhesive method?

You can usually take patches on and off most surfaces. Adhesive can be damaging to leather and other materials if left on for extended periods of time or placed in the sun or heat before removal. When placing patches on a material like leather, we recommend placing them in a spot where you feel permanently comfortable.

What is your customization fee?

Our customization fee is $15 per bag and/or pouch. The customization fee includes our expert patch placement and sewing process, which ensures your patches are secure.

I had trouble getting my patches straight on the customizer, will you make sure these patches are sewn straight and even?

Our team of expert customizers and sewers use their best judgment to ensure that your customized masterpiece looks perfect. Our support team will reach out to you should we have any questions or concerns about your design.

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PRODUCT CARE

I have a stain on my vegan leather or nylon bag/pouch, how can I remove it?

Apply warm water and soap to a damp cloth and use circular movements on and around the stain area to gently lift the stain off the bag or pouch. Take your item to a professional cleaner if the problem persists. Avoid any oils, 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.

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 any oils, inks, or dyes that might permanently damage your item.

Do you offer any warranty?

We stand behind the quality of our products and offer a 12 month warranty from the original date of purchase. If you have an issue with your product, please contact support@stoneycloverlane.com, and we can help resolve the issue for you. Please note that general wear and tear is not considered a material or manufacturing defect and is therefore not covered by our warranty.

Are your products in Prop 65 Compliance?

We follow and are compliant with all Prop 65 and California’s Safe Drinking Water Act guidelines. All of our products are tested during production to ensure the safety of our customers who buy and use our products.

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Returns and Exchanges

What is your return policy?

Custom designs, sale items, and hair accessories are all final sale and cannot be returned. If you purchased a non-customized item and it remains unused and in its original condition, we’d be happy to process a refund.

Please contact support@stoneycloverlane.com within 7 days of the delivery date and our team will provide you with a pre-paid shipping label. Please note we charge a $10 flat-rate return processing fee that includes a restocking fee and the price of the shipping label, which is deducted from your refund amount. The remaining refund will be credited to your original payment method.

What is your exchange policy?

Custom designs are final sale and cannot be exchanged or returned. If you’re interested in an exchange for a non-customized item, please reach out to our support team at support@stoneycloverlane.com within 7 days of your delivery date. Our support team will determine if your item is eligible for return, and guide you through the process.

All approved exchanges must be for an item of equal or higher value, and our $10 flat-rate processing fee doesn’t apply to exchanges. Once we receive your returned item, we’ll ship out your preferred exchange item at no cost to you.

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COMPANY

Are you hiring?

We are always accepting resumes and looking for interns. If you are interested, send all resumes to careers@stoneycloverlane.com and please note whether you are looking for a corporate or retail role.

I have press or marketing inquiries, who can I reach out to?

Please send us your information to support@stoneycloverlane.com and a member of our team will direct you to the appropriate department.

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