FAQS

Exchanges and returns

• What is your Return Policy?

  You can return any item purchased on stoneisland.com within 20 days of the delivery date.
  
  Once you have filled in the Return Form, you have up to 14 days to ship the parcel back to our Distribution Centre.
  
  Returned items must comply with our Return Policy:
  
  • They must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
  • Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.
  • The package can only be shipped from the same country it was delivered to
  • The purchase was done on stoneisland.com or through the online Click From Store service in a Stone Island Boutique
  • That less than 20 days have passed since the courier delivered the order
  
  If all the above conditions are met, simply click the return button after you have received the package and if you are not registered, fill in the Online Return Form. You will then be contacted by Ilyang to arrange a pickup.
  
  We normally verify and process rerturns within 3 business days from their receipt at our distribution centre.
  
  If the above conditions are not met, please note that we will be unable to accommodate your return request, and the item(s) will be shipped back to you.
  
  Once your return has been accepted, you will receive a Return Confirmation email and a refund will be issued to the original payment method.
  
  You can follow your return in our Client Service area on stoneisland.com by simply inserting your return number.
  
  For further information on the conditions for exercising your right to return, please see the Legal Area.

• Can I return or exchange an item in store?

  You may return or exchange items purchased on stoneisland.com in selected stores within 20 days from when the package was received.
  Find out where this service is available on our Store Locator.
  
  Please note that:
  
  • Returned items must be unworn, undamaged and unused, with all tags attached and the original packaging included
  
  • Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.
  
  • Items can only be returned from the same country they were delivered to. Stores in different countries will not be able to accept your return.
  
  Our Client Advisors will take care of verifying that the returned products comply with our return conditions.
  
  If the return is accepted, our team will ship the items back to our Distribution Centre on your behalf and will be happy to assist you with an online or in-store exchange. Alternatively, a refund will be issued on the payment method used for the original order.

• How do I ship my return?

  Stone Island offers free return shipping through the courier Ilyang. Send your return request by clicking return button after you have received the package and if you are not registered, fill in the Online Return Form within 20 days of the delivery date.
  
  You then have up to 14 days to ship the parcel back to our Distribution Centre.
  
  How to ship the return:
  
  1. Make sure the return complies with our Return Policy
  
  2. Pack the item(s) in the original order box or any sturdy carton box
  
  3. Stick the pre-paid Ilyang label included in your order over any prior delivery information. The pre-paid label gives you free return shipping and guarantees the package is insured in the event of theft or loss during transit
  
  4. Please fill in the Online Return Form within 20 days from receiving the item. Then, Ilyang will arrange the pickup of your package.

• Can I use my own return service?

  Should you prefer to ship the return using a different courier, return shipping will be completely at your expense.
  
  In this case, we suggest you choose a trackable, insured delivery service, as Stone Island Online Store will not be responsible for any issues that may arise from the loss, damage or theft of returns that were not shipped using our pre-paid Ilyang label.
  
  Please return your parcel to our distribution centre:
  
  Kerry Logistics (Korea) Inc. 3F, 37 Gapmun 3-ro, Seo-gu, Incheon

• I lost the pre-paid return label, what can I do?

  Please contact our Client Service in order to arrange a pick up for you.

• How are refunds issued?

  Online returns are usually accepted within 3 business days from their receipt at our Distribution Centre.
  
  These 3 days are necessary to check that the items meet our Return Policy conditions. Should your return not meet these conditions, the items will be sent back to you.
  
  The refund is issued to the same payment method you used for the purchase. You will receive a confirmation email from us once the refund has been requested.
  
  The time needed for the credit to show in your account may vary based on the payment method and on local banking procedures.

• Can I make an exchange for a different item?

  If you wish to exchange any items of your purchase, search for your order into your “My Account”, if you are a registered client, or into the complete the Exchange Form in the Client Services area within 20 days from the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Centre.
  
  For each item you wish to exchange, select the new item and the reason for return, and proceed with the exchange. Should the new product be more expensive, a new payment for the price difference is required. In case the price is lower, you will be refunded for the outstanding amount once we receive your return.
  
  Follow our Return Policy standards and guidelines to return the garment you wish to exchange. Please remember that items can be exchanged only one time.
  
  The new item will be shipped to you once the return will be received and accepted at our Distribution Centre.
  
  Also, should you wish to return and exchange different items belonging to the same order, they can be shipped back together.