I placed an order but realised I had ordered the wrong item. I emailed the next day to ask them to change it but the company claimed it had already been processed.Upon receipt of the order I initiated a returns process and was given an RA number. I returned it via Royal Mail on 19 August at a cost of £4.20, with the RA number and my details enclosed as requested by them. RM tracking confirmed it had been delivered a couple of days later, so I discarded the postage receipt.I realised retrospectively I had neither received a refund or a replacement (I requested a replacement product during the returns process as they charge a restocking fee, meaning I would only be refunded £15.00 instead of the full £20.00). I reached out to the company who stated they could not process a refund until the item had been returned to their warehouse. I explained it had been, and they asked for the RM tracking number despite having been previoulsy informed I no longer had it. So somewhere along the line, Salt and Stone received an item back, disregarded the enclosed details they requested, kept my money and no doubt resold the returned item.Exercise caution before buying from them. I will never purchase either from them or their products from other distributers again. Their products are ok but not that special.UPDATE - 01.10.25Following a further email to the company they responded advising they have processed a full refund. They have also advised they will send a replacement product to make up for the inconvenience.This has restored my faith in the company.
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