FAQ
Frequently Asked Questions
On Stefanel.com you can pay with:
- Credit card (Visa, Mastercard and American Express)
- PayPal
- Cash on delivery (up to a maximum amount of € 1.000), cost: € 2.95
- Klarna
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.
No, but you can return your purchase by enabling a return procedure, and you will be refunded the purchase price of the item, at no additional cost.
Log in to your account online, access your Personal Area, and click on "Profile." In this section, you will see the data you provided at the time of registration and you can modify it. For any needs and requests for account deletion, please contact Customer Service.
You can write to hello@stefanel.com or call the number 0418520343, active from Monday to Friday, from 9:30 AM to 5:30 PM.
Shipping
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.
The shipment cost with SDA express carrier is € 4.95. For orders exceeding €100, shipping is free.
When your package is handed to the carrier, you will receive from SDA an email with a tracking link to check the progress of the shipment.
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 www.sda.it in “Consegne-Ricerca Spedizioni” 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.
Yes, before completing the payment you can choose to pick up your order at a Stefanel store. Find here the list of stores where you can take advantage of this service.
The expected delivery time at the point of sale may range from 3 to 5 business days from date of order acceptance by our warehouse.
You will receive an email as soon as your package is delivered to the store of your choice.
Returns
Registered users.
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".
Non-registered users.
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 800 160000.
SDA toll-free number: 800 160000. The Stefanel client code to provide to the operator is: 845534.
The refund will be issued through the same method of payment you used when you placed your order, and it is chosen when you enter the online return request.
Purchases paid by cash on delivery will be refunded by bank wire transfer. Following the return, you will receive an email where you will be asked to enter the bank coordinate details to proceed with the refund.
The refund of a return takes place only after it has been checked successfully. These checks concern the conformity of the items returned and the promptness of the request for return, which must be made no later than 30 business days from receipt of the package.
It can take up to 14 business days for your return to reach our warehouse (weekends and holidays excluded). After receiving your package and processing your return, we will send you an email to confirm your refund. All refunds are issued automatically according to the payment method used to place the order. The amount will be available in your account within 5-10 business days. The timing depends on your bank.
The replacement of items purchased in store can be made with an exchange of goods or a voucher of equal value of the purchase, within one month from the date of purchase, in any Stefanel store part of the direct network. You must have the purchase receipt.
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.
New Stefanel Loyalty programme
Stefanel Lounge is Stefanel’s Loyalty Programme, giving you access to exclusive benefits and promotions. By collecting points with your purchases, you can progress through different Levels and unlock dedicated rewards.
There are three Levels in the programme:
- Level 1: Amber
- Level 2: Pearl
- Level 3: Diamond
Membership is free and automatic:
- If you already have an active Stefanel Card as of 31/08/2025, you will automatically be enrolled in the Stefanel Lounge programme from 01/09/2025, which marks the start of your membership year.
- If you sign up to the programme from 01/09/2025 onwards, you will be automatically enrolled on the same day you register.
Every purchase you make in-store or on stefanel.com/it (while logged into your account) earns you points: 1 euro spent corresponds to 1 point.
You can collect points in two ways:
- In store, by using your Stefanel Card at the time of payment.
- Online, by logging into your account on stefanel.com/it with your Stefanel Card linked.
For online purchases:
- Home delivery: points are credited when the order is shipped.
- Click and Collect: points are credited when the order is collected in store.
The balance shown in your profile indicates the active points accumulated within your current Level.
Once you reach a new Level, the points used to advance will no longer be visible in the balance.
The programme includes three Levels. To access each one, you need to collect a specific number of points within your current Level:
- From Level 1 Amber to Level 2 Pearl: 250 points
- From Level 2 Pearl to Level 3 Diamond: 750 points
It is also possible to move directly from Level 1 Amber to Level 3 Diamond if, at the time of joining, you collect 1,000 points.
You have 12 months from the date you enter each Level to reach the required points for the next Level.
Yes. Points collected within a Level are valid for 12 months from the date you enter that Level.
After this period, any unused points will be reset to zero.
You have 12 months, starting from the date you enter each Level, to collect the points needed to maintain it:
- Level 2 Pearl: 250 points
- Level 3 Diamond: 1,000 points
If you do not reach the required threshold within 12 months, you will automatically be downgraded to the previous Level at the end of the period.
Example: You are at Level 2 Pearl with 100 points, but you return an item worth €200. Your balance will be -100 points. To maintain your Level, you must collect 350 points within the 12-month period (250 to maintain the Level + 100 to recover the negative balance).
Benefits vary depending on the Level reached and are activated automatically based on the points collected within the current Level.
You have 12 months to maintain or improve your Level.
Welcome Gift
10% discount on a minimum purchase of €100, valid for 3 months from the date of issue.
Can be used in store or online, provided the Stefanel Card is linked to your account.
Cannot be combined with other discount vouchers, promotions or sales.
Shopping Card
- Level 2 Pearl: €25 Shopping Card on a minimum purchase of €100, on full-price items. The coupon is issued for every 250 points collected.
- Level 3 Diamond: €35 Shopping Card on a minimum purchase of €100, on full-price items. The coupon is issued for every 250 points collected.
- Level 3 Diamond: €300 Shopping Card on a minimum purchase of €301, for every 1,500 points collected within the Level.
All Shopping Cards are valid for 3 months from the date of issue, are not divisible or combinable with other Shopping Cards, discount coupons, promotions or sales. They can be used in store or online, provided the Stefanel Card is linked to your account.
Birthday discount
Valid from 7 days before to 14 days after your birthday, and can be used on a single purchase.
The discount amount varies depending on the Level:
- Level 1 - Amber: 10%
- Level 2 - Pearl: 15%
- Level 3 - Diamond: 20%
It can be used in store or online, provided the Stefanel Card is linked to your account.
It can be combined with sale items, but not with other Stefanel Lounge coupons or active promotions.
Free Shipping
For Levels 2 Pearl and 3 Diamond, standard shipping is free with no minimum purchase required.
To collect points online with your Stefanel Card subscribed in store, create an account on stefanel.com/it using the same email address you provided at the time of registration in store.
Follow the procedure to link your Stefanel Card: it will appear in your Personal Area and you’ll be able to start collecting points.
Yes. The €25, €35 and €300 Shopping Cards can be used for a single purchase, either in store or online, provided that your Stefanel Card is linked to your account.
They cannot be split or combined with each other, nor used during sales or with ongoing promotions.
The Birthday Discount can also be used once only, either in store or online, provided that your Stefanel Card is linked to your account.
It does not require a minimum purchase amount. It can be combined with sale items, but not with other active promotions or Stefanel Lounge coupons.
Shopping Cards cannot be combined with one another and cannot be used on sale, pre-sale or promotional items.
The Birthday Discount can be combined with sale items, but not with other active promotions or Stefanel Lounge coupons.
The €300 Shopping Card is an exclusive benefit of Level 3 Diamond.
For every 1,500 points accumulated within Level 3 Diamond, you will receive a €300 Shopping Card, valid on a minimum purchase of €301.
If you accumulate 3,000 points within the Level, you will receive two €300 Shopping Cards.
In the case of a return, the points corresponding to the refunded amount will be deducted from your current Level points balance.
If the return results in a negative balance, the Level you have reached will still be maintained until the end of the validity period (12 months from entering the Level).
Example: If you are at Level 2 Pearl with 100 points and you return an item worth €200, your balance will become -100. You will need to collect 350 points within the 12 months to maintain your Level.
If you used a discount coupon and return the entire order, the coupon will be reissued.
- In the case of a Birthday Discount, it will be valid for 15 days from the reissue date.
- In the case of a partial return, the coupon will not be reissued.
If the order is cancelled, the Shopping Card used will be automatically reissued with the same conditions and a new expiry date.
Your points balance may be negative, for example after a return.
Example: You are at Level 2 with 100 points and you return an item worth €200. Your balance becomes -100.
To maintain your Level, you will need to collect 350 points within the 12 months (250 to maintain the Level + 100 to restore the balance).