Frequently Asked Questions
On Stefanel.com you can pay with:
- Credit card (Visa, Mastercard and American Express), free of charge;
- PayPal, free of charge;
- Cash on delivery (up to a maximum amount of € 1.000), cost: € 2.95
All payments made by credit card and Paypal are initially authorised, and charged to your credit card only when the order is shipped from our warehouse by carrier.
All products are covered by the Legal Guarantee of Conformity required by articles 128-135 of the Consumer Code.
The Legal Guarantee of Conformity is required by the Consumer Code (articles 128 and subsequent) and protects the customer should they purchase faulty goods, products that do not work or which are not suitable for the use declared by the seller, or for the use for which they are generally destined. The consumer can exercise their rights regarding the Legal Guarantee of Conformity by directly contacting the seller of the products, even if this is not the manufacturer. Should the product be deemed non-compliant, the consumer is entitled to have the faulty product repaired or replaced by the seller, at the former’s discretion, free of charge, unless the solution requested is impossible or excessively burdensome in comparison to the alternative solution. If it is impossible to replace or repair the product, the consumer is in any case entitled to a price reduction, or to receive a refund for the amount, calculated in proportion to the value of the product, after returning the faulty product to the seller. The legal guarantee is valid for two years from delivery of the product and must be applied by the consumer within two months of identifying the fault.
The estimated delivery time via SDA express courier is 2-3 business days. These times are valid for all orders placed before 11:00 am. All orders placed after this cut-off time will be processed the next business day.
In the case of special events (such as Black Friday, Cyber Monday, etc.), order processing may be slightly delayed, despite our constant efforts to meet the delivery time.
If you are not at home at the time of delivery, the courier will leave a note with instructions on how to request a second delivery. You will have up to 3 days to request a free re-delivery of your parcel via www.sda.it “Deliveries-Search Shipments” section.
After 3 days (in case of no request for re-delivery or a second unsuccessful delivery attempt) the shipment goes into storage and you must contact our customer service department to release it.
If you purchased an item from your account, you can request to return it by accessing your personal area on stefanel.com, in the "Orders" section. Once you have identified the ordered item you want to return, click on the "Start Return" button to view the order summary and then click on "Return".
Access your order history from the link you find in the order confirmation email you received when you made your purchase, or from the "Track your Order/Return" page by entering the order number, email and postal code used at the time of purchase. select the orders and products you wish to return and follow the instructions.
Preparing the package for return shipment.
After completing the return request, prepare your items for shipping by affixing the pre-paid, printed label to the original box (or another, equally sturdy package) so as to cover the original shipping label. Before delivering the package to the courier, make sure that you included all of the items you wish to return: all your returns must be included in a single shipment. We cannot accept items belonging to different orders.
The last step is to contact SDA to book the pick-up of the package. You can book the pick-up free of charge by calling the toll free number 800223399.
SDA toll-free number: 800 223399.
The Stefanel client code to provide to the operator is: 329953. Go to www.sda.it
Finally, select the desired pick-up date and confirm. At the end of this procedure, you will receive a summary email from SDA.
As soon as we receive the package, we will check that your return was started from the stefanel.com portal within 30 days from delivery and that the package complies with what was stated.
If everything checks out, we will refund the amount according to the payment method you used.
You can return your item(s) to one of the Stefanel stores enabled to offer this service by showing the purchase receipt of your order at the cash register. If the goods comply with our return policy, you will receive an e-mail confirming the acceptance of the return.
Find here the list of stores where you can take advantage of this service.