Frequently Asked Questions
On Stefanel.com you can pay with:
- Credit card (Visa, Mastercard and American Express), free of charge
- PayPal, free of charge
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.
Yes, you can cancel your order within two hours from your purchase directly from your account or the "Track your order / Returns" area at the following link: https://www.stefanel.com/tracking
The estimated delivery time via UPS express courier is 3-5 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 UPS express carrier is € 5.95. For orders exceeding €120, shipping is free.
When your package is handed to the carrier, you will receive from UPS 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.ups.com
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.
To ship your package, you need to book a collection by contacting our courier UPS.
You can schedule pick up by telephone or directly from the website ups.com.
On the telephone the operator will ask you for the information needed to collect your package, i.e., the address, whether or not you have a return label, and a suitable time for collection, etc.
If you CARRY OUT THE COLLECTION PROCESS ONLINE at UPS.com, all you need to do is to complete the form at the following link: https://wwwapps.ups.com/pickup/schedule
You can also take your package to a UPS Access Point: a full list of points and opening times is available on the UPS website.
You will be issued with a receipt containing a tracking code for your shipment and the Access Point number.
The UPS site will provide the date on which the package is accepted by the Access Point as well as tracking your parcel until it reaches our warehouse.
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.