Frequently Asked Questions (FAQ)

Orders

How do I place an order?

Visit the product page, select the available size and color options, add the jacket to the cart, and proceed to checkout. After payment has been successfully completed, an order confirmation email will be sent to the email address provided during checkout.

Can I cancel or change my order?

If you need to cancel or modify an order, contact us as soon as possible at support@satinstones.com. We will make reasonable efforts to accommodate cancellation or modification requests before the order has been processed or shipped.

Once an order has been processed or shipped, cancellation or modification may no longer be possible. Eligible returns after shipment are subject to our Return & Refund Policy.

Shipping

Where do you ship?

We currently ship within the United States only.

Do you offer free shipping?

Yes. We offer free standard shipping on orders within the United States.

What is your processing time?

Orders are generally processed within 1–2 business days, Monday through Friday, after payment has been successfully confirmed.

What is the order cut-off time?

Orders placed before 5:00 PM Mountain Time (MT), Monday through Friday, generally begin processing the same business day.

Orders placed after the cut-off time, on weekends, or on public holidays generally begin processing on the next business day.

How long does delivery take?

Standard shipping typically takes 5–8 business days after processing.

The estimated total delivery time, including processing, is approximately 6–10 business days.

How can I track my order?

Once the order has shipped, a shipping confirmation email containing the tracking number will be sent.

Tracking information may take up to 48 hours to become available after the shipment is processed by the carrier.

Returns & Refunds

What is your return policy?

Satinstones accepts eligible returns within 30 days of delivery.

Returned items must be unused, unworn, in their original condition, and meet all applicable eligibility requirements described in our Return & Refund Policy.

Certain items may not be eligible for return as described in that policy.

Who pays for return shipping?

For returns due to a change of mind, incorrect size selection, or another reason that is not caused by an error on our part, the customer is responsible for the return shipping cost.

If an item is defective, damaged during delivery, or we sent the wrong product, please contact us so we can review the issue and provide appropriate return instructions.

When will I receive my refund?

Once we receive the returned item, it will be inspected to confirm that it meets the return eligibility requirements.

If the return is approved, the refund will be processed to the original payment method within 10 business days after the returned item has been received and approved.

After the refund has been processed, the payment provider or financial institution may require additional time for the funds to appear in the account.

What if my jacket arrives damaged or I receive the wrong item?

Contact us at support@satinstones.com as soon as possible and provide the order number and photographs showing the issue when appropriate.

We will review the information and determine the appropriate resolution, which may include a replacement, return, or refund depending on the circumstances.

Payments

What payment methods do you accept?

We accept secure payment methods available at checkout, which may include:

Visa
Mastercard
American Express
Discover
Apple Pay
Google Pay
Shop Pay
Other payment methods made available through our payment providers

Available payment methods may vary depending on the order, device, browser, or other checkout conditions.

All payments must be successfully authorized and completed before an order is processed or shipped.

Is my payment information secure?

Yes. Payments are processed through secure payment providers.

We do not store complete credit or debit card information.

Products

What type of products does Satinstones sell?

Satinstones specializes in women's winter jackets and cold-weather outerwear, including our Women's Short Puffer Jacket with Faux-Fur Collar.

How should I choose my jacket size?

Please review the size information provided on the product page before placing an order.

We recommend checking the listed measurements and comparing them with a garment that fits well.

Will the jacket look exactly like the photos?

We make every effort to display the product as accurately as possible. However, slight variations in color, texture, finish, or appearance may occur due to lighting, photography, manufacturing variations, or differences in individual screen settings.

How should I care for my jacket?

Please follow the care instructions provided with the jacket.

Proper washing, drying, storage, and handling can help maintain the jacket's appearance and condition.

Contact Us

How can I contact customer support?

Satinstones

Operated by Satinstones LLC

Registered Business Address:
1209 Mountain Road Pl NE, Ste R
Albuquerque, NM 87110
United States

Phone:
+1 (505) 528-4216

Email:
support@satinstones.com

Business Hours:
Monday–Friday: 9:00 AM–5:00 PM Mountain Time
Saturday–Sunday: Closed

We aim to respond to customer inquiries as promptly as possible during our regular business hours.