Complaints at Stone Heap

We send you missing and damaged parts free of charge. Four short steps and everything is with us. Your progress is kept, you can go back at any time.

Step 1 of 4

Where did you buy it?

So we can find your order. Logged in, it takes one tap.

Order numberE-mail of the order

We match the order in the background. We do not show order details here, to protect you.

Dealer or place of purchaseDate of purchase · optional

Receipt · optionalJPG, PNG or from your phone, up to 10 MB, 6 photos at most. Only the part, instructions or parcel, no people; we remove location data.

Take or choose a photo

We also send spare parts directly for purchases from dealers. For purchases from private sellers or third parties on marketplaces we unfortunately cannot send replacements.

Amazon order number

Which set? Item number

Step 2 of 4

What happened?

Choose what fits best. Several problems? Take the most important one and add the rest in the last step.

Parts missingOne or more bricks are not in the box.Part damaged or misprintedBroken, bent, discoloured or faulty print.Wrong part or wrong colourSomething different is included than in the instructions.Parcel arrived damagedBox dented, wet or opened.Motor or remote controlDoes not move, charge or connect.Instructions or stickers missingBooklet, single pages or the sticker sheet are missing.

If possible, show the damage to the delivery driver and take a photo of the box. This helps us with the parcel service. Your rights do not depend on it.

Step 3 of 4

First choose in the step "Problem" what happened.

Which parts?

Please check the whole set and report missing or faulty parts together in this one complaint wherever possible. That way you get everything in one shipment.

On the last page of your instructions it says "Missing bricks?": circle the missing bricks, write the number next to them and take a photo of the page. That makes everything clear, without part numbers.

Photo of the instructions page showing the missing partJPG, PNG or from your phone, up to 10 MB, 6 photos at most. Only the part, instructions or parcel, no people; we remove location data.

Take or choose a photo

Photo of the partJPG, PNG or from your phone, up to 10 MB, 6 photos at most. Only the part, instructions or parcel, no people; we remove location data.

Take or choose a photo

What is missing?What is damaged?What is wrong?

Colour, shape and size in studs are enough.

Building step · optionalInstructions page · optional

Before we pack

Have you checked all the bags?

Yes, I have checked all the bagsThen we pack right away.I am still buildingWe keep the report open for 7 days. If you notice anything else, just reply to the confirmation e-mail and everything goes into one shipment.

Whatever you choose: you get the replacement free of charge.

Show us the damage

Photos of the box and the contents are enough. If something is missing because of the damage, just add it.

Photos of the box and the contentsJPG, PNG or from your phone, up to 10 MB, 6 photos at most. Only the part, instructions or parcel, no people; we remove location data.

Take or choose a photo

Tracking number · optionalDelivery driver informed? · optionalWhat is damaged?

What does the motor do?

A short description is enough. You can send a short video later by replying to our e-mail.

Which partSince whenWhat exactly happens?

A quick check often helps: fresh batteries, plugs fully inserted, battery box switched on.

What is missing?

We send you what is missing free of charge.

What is missingAnything else? · optional

Step 4 of 4

Where shall we send it?

Enter the address we should send the replacement to.

NameStreet and numberAddress line 2 · optionalPostcodeTownCountry

E-mailPhone for delivery questions · optionalAnything else? · optional

Your rights. We replace missing or defective parts free of charge, including shipping and any return. In case of a defect you can choose between repair and replacement; we suggest sending the parts, that is fastest. If repaired, the warranty for this defect is extended once by twelve months. More in our terms.

We only use your details to handle the complaint and send the replacement. We do not store photos in the shop: they go to our complaints team by e-mail, reduced in size and without location data. After three years we delete your personal details of the complaint. More in the privacy policy. Under 16? Please fill this in together with your parents.