Frequently Asked Questions

We always aim to dispatch your order within 1 business day or the same day for orders before 10am. Most orders arrive within 1-2 days of purchase [for Express Delivery] but delivery companies can take a little longer at busier times or for remote areas/ highlands. We also provide an upgrade option at checkout for Guaranteed Next Day Delivery - this comes at a premium but will ensure it’s received by the end of the following day (Order before midday Mon-Fri) for those super last minute gifts! Read our full delivery info here.

We’ll include a Complimentary Gift Note into the parcel if you request (gift note options on each product listing). This is quick and easy to do before you click 'Add To Cart' - we'll organise the rest!

Rest assured - we don’t send off any parcels with receipts or price information.

You can select this payment option at checkout. To see Klarna as an option - avoid using Shop Pay. If you are in Shop Pay scroll down & click 'Checkout as guest'. The options made available to you via Klarna are subject to your individual circumstances. A £30+ order is required for Pay in 3.

If you would like us to send the gift directly from us to the recipients door - select this option! We always protect gift boxes/ bags etc in an outer shipping box - so everything arrives how it left us! We can include a gift note to let them know your message and who it's from (simply fill this out on any product listing).

If you're wanting the gift to reach yourself first, so you can have a peek/ sniff before you hand it to the person yourself - you'll want to select this option! We always protect gift boxes/ bags etc in an outer shipping box - so everything arrives how it left us!

We have a 60 minute window for any order amendments after you place your order. Should you wish to make changes to your order (changing gift messages, changing a delivery address, cancel your order, or request a refund) these changes must be requested within 60 minutes of you placing your order on the website. We try to be as accommodating as possible but in busy periods we aren't able to edit orders.
Please contact us for more info or to request an order amendment.

We offer 'no questions asked' refunds (within 28 days). A few rules apply - you can see them here.

You must notify us within 14 days of receiving your order and return the item/s to us within a 28-day period. Read more about this here.

No, unfortunately personalised items can not be refunded/ exchanged - this is due to the fact this product has been created for you and we are unable to resell.

If you would like to update your delivery address please contact us ASAP (within 60 minutes) to let us know. If you have received a dispatch confirmation email then we have already fulfilled your order and will be unable to change the address. If the address is incorrect and the order has been processed and dispatched, we will have to wait for the order to be returned to us by Royal Mail, then we will be in touch to get it sent back out to the correct address. There will be an additional postage charge to send the order out a second time... regrettably we can not be held responsible if you have entered an address incorrectly.

Damaged Item/s

Whilst we want everything to arrive as perfect as we send it, we understand that things do unfortunately (on rare occasions) get damaged in the postage process. If your items arrive damaged, please contact us with supporting images and as much information as possible, so we can get a replacement sent. Please do not dispose of any damaged items until a resolution has been made.

Missing Item/s

ALBY & STONE follows a very strict packing process and in the unfortunate event that an item is missing please contact us ASAP so that we can rectify this quickly. We cannot provide a satisfactory investigation after too much time has elapsed.