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As provided for by Legislative Decree 206/2005 (Arts. 50 to 68) and by the new Consumer Directive (Legislative Decree no. 21 of 21 February 2014), we hereby provide you with the following:

How can I pay for my order on Stefanel?

You can choose among several payment methods:

  • Credit card
  • Paypal
  • Sofort
  • Bank transfer

If you choose to pay by bank transfer, it is important to specify the number and name of the person placing the order in the field reserved for the reason of the transfer. Please remind that the transfer takes 2-4 business days to be credited to our account. Your order will be shipped only when the funds are actually received on our account.

I chose bank transfer as payment method, why has my order not been shipped yet?

The transfer takes 2-4 business days to be credited to our account. Your order will only be shipped when the funds are actually received on our account. To expedite shipment, please enter the number and name of the person placing the order in the field reserved for the reason of the bank transfer..

What if a product paid via bank transfer is sold out?

We cannot guarantee the availability of the products you order at the time of actual payment, as stocks may have changed. This can happen particularly during the Christmas season and during sales. In this case, we will refund the value of the order.

Is my payment safe?

Our store offers secure shopping, because it uses the highest security standards to protect your personal information and your credit card information from unauthorized access. Your transactions are protected through the use of the most advanced technological and coding systems (SSL).

What should I do if I do not receive payment confirmation?

If you have not received an email confirming payment, most likely your payment process failed. You can repeat the payment process if you still want to receive the products.

When will the amount be charged to my credit card?

The time when the amount is charged varies depending on the payment method used:

  • Online credit card payment: the amount of the order will be charged to your credit card when the order is actually invoiced and shipped (so you will not be charged for pending or sold out items).
  • Paypal: the amount will be debited upon confirmation that the order has been received. If some articles are canceled or sold out, you will be refunded.

Why was my credit card rejected?

Your card can be rejected for several reasons, e.g. the data required during the payment process do not coincide with those of your card: a simple typing error can cause the transaction to be rejected. You have not activated your security code: to protect you against online fraud, some credit cards require an additional security code to be entered to confirm payment. The code is provided by your bank. Your card limit has been exceeded, or you may have exceeded your credit limit, or the card may have expired. Your bank can give you all the information you need about your card and payment options. If you believe that there may be other issues, please contact our Customer Service.

How can I request an invoice?

IWhen you are about to close the checkout transaction, select Request Invoice: you will be asked to enter your VAT Number or Taxpayer ID Code.

How can I be sure that my purchase has been completed successfully?

After making your purchase, you will receive an e-mail confirming that it has been successful. If you do not receive the e-mail confirming your order, you may have made a mistake in the address or the payment may not have been successful. You ca clarify any doubts by writing to our Customer Service department.

Who pays customs charges, if any?

Responsibility for payment of customs charges lies with the buyer and their amount depends on the laws of the country of destination.
Stefanel's personnel is not aware of the amount of customs charges: these will be notified to you by the courier once the shipment arrives at destination.
If the charges are not paid, and for this reason the shipment is rejected or abandoned, shipping fees and customs charges will be deducted from the total amount of the order, and only the difference will be refunded.