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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:

I placed an order on When will it be shipped?

Orders placed by 11 a.m. on week days are delivered to the courier for shipment within the same day. Orders placed after 12 p.m. are delivered to the courier for shipment within the next business day. For Sicily, Sardinia, Calabria and disadvantaged areas, delivery is guaranteed within 3 business days.

*Italian holidays are:

  • 1 and 6 January
  • Easter and Easter Monday
  • 25 April
  • 1 May
  • 2 June
  • 1 November
  • 8 December
  • 24, 25 and 26 December

Once the order is packed, the parcel will be handed over to the courier in charge of delivering it.

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 can clarify any doubts by writing to our customer service department.

I did not receive an order confirmation: has it been correctly recorded?

Once an order is recorded, a confirmation email is sent out. A very small error in the email address is enough to prevent the email from being received. In doubt, please contact to confirm that your order has been successfully submitted.

Can the shipping address be changed after the order is confirmed?

Once the order is recorded, the shipping address cannot be changed. The only way is to cancel the entire order and re-submit it with a new shipping address. In this case, please contact our Customer Service to check whether the request can be fulfilled.

I have just placed an online order and I would like to change it. What should I do?

All the orders placed on are not editable, therefore you cannot change the quantity or size and/or add or remove items.

I have just placed an online order and I would like to cancel it. What should I do?

You cannot cancel your purchase by yourself. If you wish to cancel your order, please write directly to our Customer Service. You will be notified if your purchase can still be deleted from our system.
Once an order is confirmed, even if the parcel is still being prepared it can no longer be cancelled. If cancellation is not possible, you can return your order by initiating a return procedure and obtain a refound of the amount paid for the purchase.

Do I need to register to make an order?

No, on you do not need to register to make an order.

If you choose to register, you will enjoy many benefits:

  • Save time during future purchases, since you will not have to enter your details each time.
  • Check the status of your orders at any time.
  • View the history of your purchases.
  • Do you like a product and want to keep track of it? Add it to your Wishlist!

I have not yet received my order, what should I do?

If you have not received your order within the expected time, we recommend you to track the status of your order on your Account at the top of the page.
If you do not have an account, you can access order tracking through the order confirmation email that we sent you.

My item is defective or does not conform to the order. How do I obtain replacement or refund?

A defective or non-conforming article should be returned complete and intact in its original bag (on which the sale code is marked).
All items can be returned within 14 business days of receiving the order by entering the required data in the 'Account' section.
The parcel should be prepared using the original packaging if possible; the appropriate copy of the delivery note should be included, specifying whether you wish to receive a replacement or a refund. Shipping costs will be entirely at our expense, and we will send our courier to collect the product.

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.