After-Purchase Support
After-Purchase Support
Support for enjoying your bracelet
for years after purchase.
Guiding Stones accepts requests concerning restringing, resizing, replacement gemstones or parts, and obtaining a gem identification report for eligible natural gemstone bracelets.
Please contact us through LINE if the elastic has broken or loosened, the fit needs to be adjusted, or you would like to ask about a gem identification report.
Eligible Items and Initial Defects
After-purchase support applies to natural gemstone bracelets purchased from Guiding Stones.
Please contact us by email or LINE within seven days, including the delivery date. If the elastic breaks or another clear defect is found immediately after opening the package or during a normal initial fitting, we will treat it as an initial defect and provide the applicable service without charge.
The seven-day period includes the delivery date.
When an initial defect is confirmed, Guiding Stones will cover the round-trip shipping cost.
Damage or changes caused after delivery by dropping, snagging, water exposure, or extended use will be handled as standard paid maintenance.
We assess the condition using the photos and information you send through LINE.
Support Materials Included with Your Order
The following materials are included so that you can contact us easily when support is needed.
Support Card
A card summarizing our after-purchase support.
Return Instructions
A sheet explaining the return process and recommended packing method.
Small Bag and Cushioning Material
Protective materials for the bracelet if it needs to be returned.
Shop Card
Includes the QR code for our LINE account, where you can send photos and discuss the bracelet's condition and return method.
How After-Purchase Support Works
Estimated Service Time
Standard restringing and resizing are usually completed within three to seven business days after the bracelet arrives at Guiding Stones.
This estimate does not include transit time in either direction. The schedule may vary according to the work required, delivery conditions, and payment confirmation.
Obtaining a gem identification report, replacing gemstones, or performing special adjustments may take longer.
Contact Guiding Stones through LINE
Send the details of your request through the LINE account shown on the shop card included with your order. Please include photos of the bracelet when requested.
Receive an assessment and estimate
We will review the condition and your request, then explain whether the work is possible, the expected cost, and the estimated service time.
Pack and send the bracelet after confirmation
After agreeing to the proposed service, protect the bracelet with a small bag and cushioning material and use only the return method provided by Guiding Stones after the bracelet and its value have been reviewed.
Please contact us through LINE before packing and returning the bracelet.
Maintenance begins after arrival
We will inspect the bracelet after it arrives and then begin the approved work. Standard restringing and resizing usually require three to seven business days.
Final care and return shipment
After the work is complete, we will inspect the bracelet, perform our pre-shipment care using clear quartz and sage, pack it carefully, and return it to you.
Information to Include with Your Request
Providing the following information through LINE will help us assess the request efficiently:
- Your name
- Approximate purchase date
- Product name
- Requested service
- Photos showing the current condition
Provide whatever information is available. Clear photos make it easier to explain feasibility, cost, and the estimated timeframe.
Contact After-Purchase Support via LINEImportant Information Before Using the Service
Please Note
Restringing and resizing are generally available. Replacing gemstones or parts may not be possible depending on the stone type, condition, and available stock.
When beads must be added or replaced, the cost of the gemstones or parts may be charged separately.
The cost and processing time for a gem identification report vary according to the gemstone and laboratory.
The appearance or fit after maintenance may not be exactly the same as it was at the time of purchase.
Guiding Stones cannot assume responsibility for damage or loss that occurs while the bracelet is being returned to us unless otherwise required by applicable law. Contact us before shipment so that we can provide return instructions based on the bracelet's value and the carrier's current acceptance and liability conditions.
Available Services and Fees
After maintenance, the bracelet is prepared with clear quartz and sage before return shipment.
Replacement of stretched, broken, or loose elastic.
Silicone rings can be added to adjust looseness or reduce direct contact between beads.
If beads must be added or removed, additional costs depend on the gemstone type, size, and availability.
Replacement / AdditionQuoted Individually
When a gemstone or part is damaged, lost, or needs to be added, we will confirm feasibility and provide a quotation after reviewing the condition.
The cost and processing time vary according to the gemstone, laboratory, and examination required.
Pricing Examples
Example 1: Restringing ¥800 + silicone rings ¥800 = ¥1,600 total
Example 2: Resizing by removing beads only = ¥800
Example 3: Resizing that requires additional beads = ¥800 + gemstone or part cost
Adding Care Items
Care items can also be added after purchase. When ordered together with maintenance, they can be included in the return shipment.
Suitable as a resting place for a bracelet or as part of your regular stone-care routine.
For those who use traditional sage-smoke care.
For those who would like to include sound-based care in their routine.
How to Pack the Bracelet for Return
Place it in a small bag
Place the bracelet in a soft pouch, resealable bag, or cloth bag.
Wrap it in cushioning material
Wrap the bagged bracelet in bubble wrap or another suitable cushioning material.
Prevent movement inside the package
Fill empty space in the envelope or box so that the bracelet cannot move during transit.
Include the return information
Enclose the return instruction sheet or a note containing your name, contact information, and requested service.
Packing Reminder
Do not place the bracelet directly into an envelope, send it without cushioning, or pack it so that the gemstones can strike one another.
Shipping Costs
Shipping from the customer to Guiding Stones is generally paid by the customer.
Return shipping from Guiding Stones to the customer depends on the service and the condition of the item. We will explain the applicable cost after reviewing the request through LINE.
The bracelet will be returned using a tracked shipping method.
Recommended Return Shipping Methods
The Guiding Stones return address is in Tokyo. Before sending the bracelet, contact us through LINE so that we can advise a suitable carrier and service based on the bracelet's value, whether it is irreplaceable, the required level of carrier liability, and the carrier's current acceptance conditions.
Carrier rates and conditions may change. Confirm the current rules directly with the carrier before shipment.
Do not use Letter Pack for bracelet returns
Contact Guiding Stones before shipment
Japan Post does not permit cash, precious metals, or other valuables in Letter Pack, and Letter Pack is not covered by its compensation system. Use only the return method provided after we review the bracelet and its value through LINE.
Before choosing a shipping service
Confirm the bracelet's eligibility before shipment
The carrier's acceptance rules depend on the contents, value, and whether the item is one of a kind or difficult to replace. Tracking alone does not mean that the full value is covered.
Packing and tracking
Use rigid packaging when appropriate
Protect the bracelet in a pouch or resealable bag, cushion it on all sides, and prevent movement inside the package. Send the tracking number through LINE immediately after shipment.
For bracelets valued up to ¥300,000
Yu-Pack, Size 60: approximately ¥820–¥880
Standard Yu-Pack provides compensation up to ¥300,000. Confirm the current rate, prohibited-item rules, acceptance conditions, and compensation terms with Japan Post before shipment.
When using Yamato Transport
Takkyubin, Size 60: approximately ¥940 or more
Yamato Takkyubin has a liability limit of ¥300,000. Yamato states that one-of-a-kind or irreplaceable items and packages valued above ¥300,000 cannot be accepted. Confirm acceptance before shipment.
For bracelets valued above ¥300,000 and up to ¥500,000
Yu-Pack with Security Service
Japan Post's Security Service allows a declared value of up to ¥500,000. The declared amount must not exceed the item's actual value. Confirm eligibility and current conditions with Japan Post before shipment.
For a bracelet valued above ¥500,000, do not ship until Guiding Stones has confirmed an individual return arrangement.
Before Returning a Bracelet
Contact Guiding Stones through LINE before shipment. We will confirm the bracelet, requested service, approximate value, and whether it is replaceable, then provide return instructions.
Do not use Letter Pack for the return. For an item above ¥300,000, an irreplaceable one-of-a-kind bracelet, or an item requiring more than ¥300,000 in carrier liability, confirm the service with us and the carrier before shipment.
For an item valued above ¥500,000, do not ship until Guiding Stones has confirmed an individual return arrangement.
After Sending the Bracelet
Please send the tracking number to Guiding Stones through LINE after shipment.
Providing the tracking number helps us confirm arrival and register the maintenance request promptly.
Frequently Asked Questions
Can the bracelet be repaired with the same gemstone?
This depends on the gemstone type, bead size, and available stock. If an exact replacement is unavailable, we may suggest a visually similar stone or another solution.
Should I send the box and accessories?
Normally, send only the bracelet requiring maintenance. We will tell you in advance through LINE if the gem identification report, presentation box, or another accessory is needed.
How do I pay for the service?
When a fee applies, we will provide the payment instructions after the work and cost have been confirmed. Maintenance or return-shipping arrangements will proceed after your approval and payment.
Which return shipping method should I use?
Contact Guiding Stones through LINE before shipment. We will advise a return method based on the bracelet's value, whether it is replaceable, and the carrier's current acceptance and liability conditions. Do not use Letter Pack for the return.
Contact After-Purchase Support
Contact us through LINE regarding restringing, resizing, gem identification reports, replacement gemstones or parts, or adding care items.
We will first review the bracelet and your request, then explain the available options clearly.
We normally reply within one to two business days, although some requests may require additional time to assess.