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Free standard shipping on all US orders · 30-day return requests Shipping details

Frequently Asked Questions (FAQ)

Answers to common questions about our women's coats and jackets, orders, shipping and returns. If you can't find what you need, contact us at support@satinstones.com.

Products

What does Satinstones sell?

Satinstones sells women's outerwear for fall and winter, in four collections:

Is the fur on your coats real?

No. Our faux fur coats, jackets and fur-trimmed collars are made with synthetic (faux) fur. We do not sell products made with real animal fur.

What sizes do you offer?

Sizes range from XS to 5XL depending on the style. Available sizes are shown on each product page, and the size options you can select are the ones currently offered for that item.

How do I choose the right size?

Check the size information on the product page before ordering and compare the measurements with a coat or jacket that fits you well. If you plan to wear a thick sweater underneath, consider choosing the next size up. If you are unsure, email us before ordering and we will help where we can.

What materials are your jackets made of?

Material details are listed on each product page. Many of our puffer and padded jackets have polyester shells, and our faux fur styles use synthetic fur.

Will the item look exactly like the photos?

We show each product as accurately as we can. Slight differences in color, texture or finish may occur because of lighting, photography, production batches or your screen settings.

How should I care for my coat or jacket?

Follow the care instructions on the garment's label. Care needs differ between padded jackets, faux fur and long coats, so always check the label before washing or cleaning.

Orders

How do I place an order?

Open the product page, choose your size and color, add the item to your cart and go to checkout. After payment is completed, you will receive an order confirmation email at the address you entered at checkout.

Can I cancel or change my order?

Contact us as soon as possible at support@satinstones.com or +1 (505) 528-4216. We will make reasonable efforts to cancel or change the order (for example, the size, color or address) before it is processed or shipped. Once an order has shipped, it can no longer be changed, but you may be able to return it under our Return & Refund Policy.

Shipping

Where do you ship?

We ship to addresses within the United States only.

Is shipping free?

Yes. Standard shipping is free on all US orders, with no minimum purchase.

How long does delivery take?

  • Processing: 1–2 business days (Monday–Friday, excluding public holidays) after payment is confirmed.
  • Order cut-off: orders placed before 5:00 PM Mountain Time on a business day generally begin processing that day. Orders placed later, on weekends or on public holidays begin processing the next business day.
  • Transit: 5–8 business days after processing.
  • Estimated total delivery time: 6–10 business days.

Delivery estimates are not guaranteed and may be affected by carrier delays, weather or holidays. See our Shipping Policy for full details.

How can I track my order?

When your order ships, you will receive a shipping confirmation email with a tracking number. Tracking information may take up to 48 hours to appear after the carrier receives the package. You can also check your order on our Order Tracking page.

Returns & Refunds

What is your return policy?

Return requests are accepted within 30 days of delivery. Items must be unused, unworn, unwashed and in their original condition, with original tags and packaging where applicable. Full details are in our Return & Refund Policy.

How do I start a return?

Email support@satinstones.com or call +1 (505) 528-4216 with your order number, the item and the reason for the return. Please wait for our return instructions before sending anything back. Returns must be sent only to the address our customer service team provides, not to our business mailing address.

Can I exchange for a different size?

Exchanges depend on availability. Contact us before returning the item. If the size you want is unavailable, you may be asked to return the original item and place a new order.

Who pays for return shipping?

For returns due to a change of mind or incorrect size selection, the customer pays the return shipping cost. If your item arrived damaged or defective, or we sent the wrong item, contact us and we will provide instructions.

When will I receive my refund?

We inspect returned items after they arrive. If the return is approved, the refund is issued to your original payment method within 10 business days. Your bank or payment provider may need extra time to show the refund in your account.

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

Contact support@satinstones.com as soon as possible with your order number and photos of the issue. We will review it and provide a resolution, which may include a replacement, return or refund.

Payments

What payment methods do you accept?

Payment methods available at checkout may include Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay and other methods offered by our payment providers. Available options may vary by device, browser or order. All prices are in U.S. Dollars (USD).

Is my payment information secure?

Yes. Payments are processed through Shopify's secure, encrypted checkout. We do not store your full credit or debit card details.

Contact Us

How can I contact customer support?

Satinstones (operated by Satinstones LLC)
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

This is our business mailing address, not a retail store or return address. We aim to reply to all messages as promptly as possible during business hours.