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, does this apply to pre-order items?

All purchases through our website are charged at point of sale, so your credit card will be charged as soon as you order.

Does sales tax apply to my order?

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

My payment method was declined and I did not receive a confirmation email, what should I do now?

Payments can be declined for a variety of reasons. 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 bank 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 support@stoneycloverlane.com with the correct information within 1 hour to see if changes can be made. Past the hour grace period, we are unable to guarantee any changes. Please double check your shipping address and your order details to ensure timely delivery.

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

Only one discount code can be applied per order.

Can I apply my discount code to everything on the site?

New Releases, Collaborations, and Customization Fee are excluded from all codes and promotions.

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SHIPPING

When will my order ship?

Typically, all custom orders are expected to be shipped in 3 to 5 days. We’ll send you an estimate once you’ve placed your order, so you have a sense of how long it’s going to take.

We process all custom-designed orders from the Stoney Signature Shop in the order in which we receive them. If we receive a lot of orders at once (like the holidays), it might take a little longer to create your one-of-a-kind design. We highly recommend allowing plenty of time for the customization process.

All in-stock non-customized items will be shipped out within 48 hours from when you placed your order, Monday through Friday.

Can I rush my order?

In a hurry? No worries! Click the RUSH MY ORDER box when you’re checking out to move to the front of the sewing line.

Keep in mind: rushing your order doesn't include expedited shipping time. We offer all sorts of shipping options at checkout, so you can choose how quickly you want to receive your new Stoney Clover Lane design. Please be sure to schedule your shipping time so your order arrives when you want it!

The rush shipping fee applies to a maximum of 5 bags per order. If you’d like to rush more than 5 bags, we’ve got you. Send us a note at support@stoneycloverlane.com and we’ll help you out with additional options.

How long will it take for my order to arrive?

In the United States, all of our orders are shipped through UPS. We offer all sorts of shipping options at checkout, so you can choose how quickly you want to receive your new Stoney Clover Lane design. Depending on your preferred shipping method, your order could take from 1 to 6 business days.

Your custom-designed orders from the Stoney Signature Shop are processed in the order we receive them. This means your shipping time begins when your design is complete – not when you placed the order. An important distinction! We’ll send you an estimate once you’ve placed your order, so you have a sense of how long it’s going to take.

How can I track my order?

As soon as we create a shipping label for your order, we’ll send you an email that’s got all the essential tracking information. It can take up to 48 hours for that first scan to appear, so don’t be alarmed if your order isn’t immediately in transit. It’s on its way, we promise.

Where do you ship from?

We ship all online orders from our headquarters in New York City.

Do you ship internationally?

Absolutely! We want you to get your Stoney Clover Lane fix wherever you are. A few things to know before you order: we’re not responsible for the payment of any duties, taxes, or other fees placed on international shipments and, we’re sorry, but at this time we don’t allow returns on 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.

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CUSTOMIZATION

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 just make sure to utilize 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.). You can usually take the patches on and off most surfaces, please note the adhesive can be damaging to leather or other materials if you leave it on for a long time and/or 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?

We'd love to help! 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 support@stoneycloverlane.com.

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 sewers and designers use their best judgment to ensure that your customized masterpiece is looking 100%. Our support team will reach out to you should we have any questions about your design.

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PRODUCT CARE

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.

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 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.

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Returns and Exchanges

What is your return policy?

All hair accessories, sale items, and custom designs are final sale and cannot be returned.

If your item hasn’t been customized and is unused and in its original condition, we’d be happy to refund it for you. Just send it back to us using the label we provide within 7 days of the delivery date. If you have any questions on how to return an item, reach out to us at support@stoneycloverlane.com within 7 days of your delivery date and we’ll happily guide you through the return process.

NOTE: We 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. Once that’s been deducted, we’ll credit the remaining refund to your original payment method.

What is your exchange policy?

If you’re interested in an exchange, please reach out to our support team at support@stoneycloverlane.com within 7 days of your delivery date. They can help you figure out if your item is eligible. All exchanges should be for an item of equal value or more, not less.

Unfortunately, if you created a custom design, it can’t be exchanged or returned.

NOTE: Our $10 flat-rate processing fee doesn’t apply to exchanges, so you’re good to go! All you have to do is ship your item to us and provide us with the tracking number. Once we’ve got it, we’ll ship out your preferred exchange item at no cost to you.

What should I do if I received an item that is defective?

If you receive your order and there’s an issue, email support@stoneycloverlane.com within 48 hours of delivery. Don’t forget to include photographs of the defects. All repairs and replacements are handled on a case-by-case basis, and our support team will be with you every step of the way. We’ll do everything we can to make it right!

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COMPANY

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 hello@stoneycloverlane.com.

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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