FAQs & care
Materials, custom cuts, sizing, and caring for your piece.
Ordering, shipping & returns
Made to order: allow 21 days (3 weeks) to prepare and ship. Shipping transit time is additional.
Standard US shipping is free. Applicable tax is calculated at secure checkout.
Each piece is made to order. You may request cancellation within 24 hours of placing your order, provided stone cutting has not begun. Once work begins, we do not accept change-of-mind returns or exchanges on custom pieces. If your order arrives damaged, defective, or different from the agreed design, please contact us with your order number and photos within 7 days of delivery so we can arrange an appropriate repair, replacement, or refund. If we cannot make your requested design, we will contact you before cutting to offer an alternative or a refund. This policy does not limit any rights you have under applicable law.
Questions about your design? hello@loveletterstones.com
Your information
Your bag, design notes, and order details are stored to support your purchase. A necessary cookie keeps your bag available between visits. The studio can see order details needed to make and fulfill your piece. Card information is entered on Stripe’s hosted checkout and is not stored by this website. If you sign up for emails, we store your email address, optional first name, selected preferences, and any occasion name and date so we can provide the messages you request. Resend processes email delivery. Newsletter and gift-reminder choices are separate, and emails include preference and unsubscribe links. Unconfirmed signups do not receive newsletters or gift reminders. Contact messages store your email, optional name, and message so the studio can reply; they do not add you to the mailing list. A local preference remembers when you dismiss the signup invitation.
Optional first-party analytics help us understand how visitors find the shop and use the designer. A random browser cookie lasts up to 90 days, and a visit cookie expires after 30 minutes of inactivity. Analytics include referring website names, general campaign tags, public pages, device type, approximate location when available, and shopping actions. The analytics records do not contain your IP address, name, email, design notes, or payment details. Older visit records are regularly cleared from the 90-day reporting window. We honor supported browser privacy signals, and you can turn analytics off below.
For questions about your information, contact hello@loveletterstones.com.