Question 1

How do I place an order on Stone Mart?

Accepted Answer

Browse our collections, add items to your cart, and proceed to checkout. Enter your shipping address, choose a payment method, and complete the purchase. You'll receive an order confirmation by email and SMS within minutes.

Question 2

How do I track my order?

Accepted Answer

Visit the Track Order page, sign in with the mobile number you used at checkout, and enter your order number. You'll see live courier updates, the AWB number, estimated delivery and the full activity timeline.

Question 3

Can I track an order without signing in?

Accepted Answer

For your privacy and security, live tracking is available only to the registered customer who placed the order. Sign in with your mobile using the same number you used at checkout — an account is created automatically the first time you verify.

Question 4

Can I cancel or modify an order after placing it?

Accepted Answer

Yes — within 1 hour of placing the order, contact us on WhatsApp or email and we'll cancel/modify it with a 100% refund. Once dispatched (within 24 hours), the order can no longer be cancelled.

Question 5

I haven't received my order confirmation. What should I do?

Accepted Answer

Please check your spam/promotions folder first. If nothing is there after 30 minutes, contact us at support@stonemart.co.in with your phone number and approximate order time — we'll locate your order in our system.

Question 6

How long does it take to dispatch an order?

Accepted Answer

All confirmed orders are dispatched within 24 hours on working days (Monday to Saturday). Orders placed on Sundays or public holidays go out the next working day.

Question 7

How long will my order take to reach me?

Accepted Answer

Metro & big cities (Delhi, Mumbai, Bengaluru, Chennai, Hyderabad, etc.): 2–5 working days. All other locations across India: 3–7 working days. Remote areas serviced via India Post may take 10–12 days.

Question 8

Do you offer free shipping?

Accepted Answer

Yes — free shipping is available on prepaid orders above a minimum threshold which is shown clearly at checkout. Orders below the threshold are charged based on weight and delivery pin code.

Question 9

Do you ship internationally?

Accepted Answer

Currently we ship across India only. International shipping is on our roadmap — please reach out via WhatsApp if you have a specific request and we'll see what's possible on a case-by-case basis.

Question 10

How are stones packed for shipping?

Accepted Answer

Every piece is bubble-wrapped, padded with foam inserts, and sealed in a sturdy double-walled box. Larger artefacts and luxury pieces are crated and tape-sealed with fragile labels for the courier.

Question 11

What if the courier doesn't serve my pin code?

Accepted Answer

If standard courier service is unavailable, we'll ship via Government Registered India Post (Speed Post). Delivery in such cases may take 10–12 days. You'll be notified at checkout if your pin code falls in this category.

Question 12

What should I do if my parcel arrives damaged?

Accepted Answer

Refuse to accept any parcel that looks tampered or crushed. If you've already accepted it, record a clear unboxing video and report it within 24 hours to support@stonemart.co.in with your Order ID. The unboxing video is mandatory for damage claims.

Question 13

What is your return policy?

Accepted Answer

You can request a return within 7 days of receiving your order if the item is damaged, defective, or different from what was ordered. Reach out via WhatsApp, email or phone with your Order ID and proof. Read the full Return & Refund Policy .

Question 14

Do I need to record an unboxing video?

Accepted Answer

Yes — please record a clear video of every parcel before opening the packaging. The unboxing video is mandatory to process replacement or refund claims for damaged, defective, missing or wrong items. It only takes a minute and protects both you and us.

Question 15

How long do refunds take?

Accepted Answer

Approved refunds are processed within 7–10 business days to your original payment method. UPI and Net Banking refunds may be faster; credit/debit card refunds may take the full window depending on your card issuer.

Question 16

Can I return a stone because I changed my mind?

Accepted Answer

Natural stones vary slightly in colour, pattern and finish — that's part of their beauty — so we don't accept "change of mind" returns once the piece has been received and unwrapped. Returns are honoured for damage, defect, wrong item, or missing items.

Question 17

Will I get a refund if Stone Mart cancels my order?

Accepted Answer

If we have to cancel an order from our side (stock unavailability, courier issues, etc.), we charge no cancellation fees and the full amount is refunded automatically within 5–7 business days.

Question 18

Are your stones 100% authentic and natural?

Accepted Answer

Yes. Every piece is hand-graded for authenticity, character and finish before it leaves our workshop. We never sell synthetic, dyed-as-natural, or imitation stones — what you see is what arrives.

Question 19

What kind of products do you sell?

Accepted Answer

Stone Mart curates four pillars: raw & rough semi-precious stones , semi-stone home décor (lamps, spheres, bookends, geodes), precious-stone artefacts (carved idols, pyramids, jaap malas) and luxury collectible pieces (large-format centrepieces and one-of-a-kind specimens).

Question 20

Why does the colour or shape look slightly different from the photo?

Accepted Answer

Every natural stone is unique — colour, pattern, inclusions and shape vary from piece to piece. Our photographs are representative and we try to capture each batch as accurately as possible, but slight variation is part of the beauty of natural stone.

Question 21

Where are your stones sourced from?

Accepted Answer

We work directly with miners, lapidaries and master carvers across India and overseas. Sourcing is ethical and direct — there's no opaque middle layer between the mine and your doorstep.

Question 22

Do you provide an authenticity certificate?

Accepted Answer

For luxury pieces and select premium specimens we include an authenticity card. For other categories, our pre-dispatch quality check is your guarantee. If you need certification for a specific piece, mention it in the order notes or message us before purchase.

Question 23

How should I care for my stone or crystal?

Accepted Answer

Clean gently with a soft, dry cloth. Avoid harsh chemicals, prolonged direct sunlight (some stones fade) and submerging fragile clusters in water. For salt lamps, keep them in dry environments. Specific care notes are included on each product page where relevant.

Question 24

Which payment methods do you accept?

Accepted Answer

We accept all major prepaid methods through Razorpay: UPI , Credit & Debit Cards (Visa, Mastercard, RuPay, Amex), Net Banking and Wallets .

Question 25

Do you offer Cash on Delivery (COD)?

Accepted Answer

Stone Mart currently operates on a prepaid-only model. This lets us pack and dispatch within 24 hours and keeps fragile pieces in our hands as little as possible. We may enable COD for select pin codes in the future.

Question 26

Is it safe to enter my card details?

Accepted Answer

Yes. All payments are processed by Razorpay over a secure 256-bit encrypted connection. Stone Mart never sees, stores or has access to your card or banking credentials.

Question 27

Are your prices inclusive of GST?

Accepted Answer

Yes. All prices on Stone Mart are inclusive of GST as per Government of India regulations. We are fully GST-compliant — GSTIN 08AFAFS4281E1Z1 . A GST invoice is included with every shipment.

Question 28

Do you sell to designers, retailers and wholesalers?

Accepted Answer

Absolutely — bulk and wholesale enquiries are a big part of what we do. Tell us your category, target volume and timeline at Bulk Enquiries or WhatsApp +91 88908 01500 and our team will share a tailored quote.

Question 29

Can you source a specific stone, size or quantity for me?

Accepted Answer

Yes. We work directly with miners and lapidaries, so we can source-and-finish to spec — particular stones, sizes, weights, finishes or carvings. Lead times vary; let us know your requirement and timeline up front.

Question 30

Do you offer wholesale pricing?

Accepted Answer

Wholesale pricing kicks in based on quantity and category. The exact tiers are shared on a per-enquiry basis once we understand your business and order pattern. Reach out and we'll get back within 1 working day.

Question 31

Do I need to create an account to shop?

Accepted Answer

Yes — checkout is account-only. We use a one-time code sent to your mobile, so signing in is just one tap. Your account lets you track orders, save your wishlist, see purchase history, and skip retyping your address.

Question 32

I forgot my password. How do I sign in?

Accepted Answer

There are no passwords to remember. Sign in with your mobile number and we'll send a fresh one-time code by SMS each time.

Question 33

How can I contact Stone Mart?

Accepted Answer

WhatsApp / Phone: +91 88908 01500 · Email: support@stonemart.co.in . Our team typically responds within 2 hours on working days. You can also use the Contact page.

Question 34

What are your customer support hours?

Accepted Answer

Monday – Saturday, 10 AM – 7 PM IST . WhatsApp messages outside these hours are answered first thing the next working day.

How can we help?

Orders & Tracking

Shipping & Delivery

Returns & Refunds

Products & Authenticity

Payments

Bulk / Wholesale

Account & Support

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