General information about returns
Returns on stefanel.com are always free of charge and you have up to 30 days from the delivery of your online order to change your mind and return the items you wish to return to the courier or to one of the selected Stefanel stores.
How do I return an online purchase by courier?
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 "Follow 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.
How and when will I receive a refund for my return?
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.
Can I exchange goods purchased online?
It is not possible to exchange goods purchased on the stefanel.com website. However, you may return your purchase through the return procedure, and obtain a refund at no additional cost.