FAQs
FREQUENTLY ASKED QUESTIONS
ACCOUNT
Do I need an account to place an order?
No, all you need is an email address. We recommend that you register for an account to start adding pieces to your Wishlist. However, you can place and track orders as a guest and sign up at a time that suits you.
I have forgotten my password: what should I do?
Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
How do I receive STIILI email updates?
Stay informed of new arrivals, trends, and exclusive promotions by entering your email address at the bottom of our homepage. Manage your email preferences under ‘My Account’.
How do I place an order on your site?
It's easy! Here’s how:
- Choose a category or designer from the top navigation menu or use the search bar to explore a specific style or trend.
- Select your desired piece and click ‘Add to bag’. Once you've added all items, proceed to checkout under ‘Summary’.
- Sign in to your account or proceed via guest checkout if you haven’t created one.
- Enter your address, payment method, and delivery details to complete your order. We'll confirm the order, prepare it carefully, and ship it to you, with updates every step of the way.
Where can I find size & fit advice?
Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size Chart’ tab.
Can I cancel my STIILI order or make changes to it?
Yes, you might be able to cancel some items before we prepare your order. Access 'Orders & Returns', or click here if you placed an order as a guest. We can't add items to an existing order, but you can place a new order for any additional pieces. More information can be found in our Return & Refunds Policy.
STIILI PRICING & PAYMENT
Which currencies can I shop in? This is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.
When will my card be charged?
If you pay by debit card or PayPal, STIILI will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Delta, Visa Electron, PayPal, and Apple Pay. For your safety, security checks are taken on all payments made to us at the time of purchase.
Will my personal details stay safe?
Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to.
PRODUCT AVAILABILITY & AUTHENTICITY
Can I reserve an item to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and, as items are often limited, we don't offer reservations.
Are STIILI items guaranteed authentic?
100%. Our offerings are expertly curated by the best luxury fashion retailers around the globe and our retailers guarantee all items are authentic.
How will my order be packaged?
Your order will be carefully packaged in a protective box or bag — with branded dust bags if provided by the designer — to ensure it arrives in great condition.
SHIPPING, TAXES & DUTIES
How much will I be charged for shipping?
This varies depending on the size, weight, and destination of your chosen items. The cost will appear at checkout. We offer One Shipping Fee for orders above a certain threshold, allowing you to purchase multiple pieces from multiple locations for one fee.
When will I receive my item and how can I track delivery?
Once your order is confirmed, we'll dispatch it within 2 business days. Delivery takes 2-7 business days, depending on your location and chosen shipping method. If you ordered from multiple STIILI partners, your items will arrive separately, and you'll receive separate delivery notifications.
Why can't certain items be shipped to me?
While STIILI ships internationally, the brands on our site can determine where their pieces are distributed — so some may not be available to purchase in all regions.
Which shipping companies do you work with?
We work with DHL, UPS, FedEx.
How long does it take to receive my STIILI order?
It depends on your location. Delivery takes 1-3 business days to Europe and 5-8 business days to the USA, Australia, and the rest of the world.
How long does it take to process my refund?
Please note that refunds may take up to 10 working days to process due to varying processing times between payment providers. See our Returns Policy to ensure your refund is processed as quickly as possible.
AUTHENTICITY
Are STIILI products authentic?
All products are guaranteed to be authentic.
Are STIILI products new or pre-owned?
We only sell new items.
Is the STIILI website legit?
STIILI is a legitimate website that deals in luxury fashion clothing, footwear, and accessories for men and women.