Política de reembolso

STIILI RETURN POLICY

Eligibility for Returns

Customers can initiate a return within 14 days of receiving their order for any of the following reasons: dissatisfaction with the product, incorrect size, damage, discrepancies with the ordered item, or missing items.

How to Submit a Return

  1. Click the profile icon in the store's navigation or visit the returns page via our refund policy link to request a return.
  2. Log in to your account:
    • Enter your email in the 'Email' field and click 'Continue'.
    • Open the verification email from our store in your email account and copy the six-digit code.
    • Return to the online store and enter the six-digit verification code.
  3. Select the order you wish to return.
  4. If your order contains multiple items, select the items you wish to return.
  5. Choose a reason for the return and add any notes for the store.
  6. Click 'Request return'.

If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label. After the product is returned, your refund will be processed.

Customers manage their returns independently via their accounts. Follow the provided instructions and select the items you want to return. You will receive a confirmation email with shipping guidelines once the return request is approved. Please check your Spam or Promotions folders for an email which should arrive within 24 hours. The product must be returned within 10 days of receiving the email.

Conditions Where Reimbursement May Be Denied

  • The product is damaged or the original packaging (shoe box, sunglasses case, dust-proof bag) is missing or damaged.
  • Return code and/or order number are missing.

Unauthorized Returns or Late Returns

Return Charges

  • There may be additional charges for orders under EUR150.
  • Original shipping charges are non-refundable.
  • Label the package as "Return item" and include the previous tracking number as a reference.
  • If you choose to ship the item on your own, be aware that the shipment is under your full responsibility, and shipments not received will not be refunded. The delivery details will be sent to you. It's recommended to ship via DHL, FedEx, or UPS, paying all future duty charges upfront and insuring the shipment to avoid potential charges on your refund.
  • Shipping, return costs, and customs duties are to be paid by the Buyer unless otherwise instructed.

What Items Are Returnable?

You can return your items within 14 days of receipt.

  • They must be in original condition.
  • For clothing, items must be unwashed and unworn.
  • Items must be returned in the original packaging and accessories.
  • Free gifts or promotional items are not returnable. Return items may be subject to a restocking fee of 20% as you are shopping luxury products direct from boutiques.

Return Conditions

Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Here are some tips for keeping your items in returnable condition:

  • Shoes: Try shoes on carpet to prevent scuffing. Shoe boxes are part of the product presentation and must be returned undamaged.
  • Swimwear and Lingerie: Try on over underwear for sanitary reasons. Do not remove protective slip.
  • Tops and Dresses: Be cautious of makeup or deodorant rubbing off on the garment.

In cases of flawed or non-compliant products, a return request must be made as indicated above within 4 days from receipt of the order. Describe the damage in detail and attach photos showing the extent. Send all details to our contact link: STIILI Contact.

Refunds are issued as credit on the User's profile within a maximum of 10 working days from receipt of the product. The credit is visible at the bottom of the User's profile account page.

Products must be returned with all original components, including authenticity tags, warranty seals, and original packaging. Right of withdrawal applies only to whole purchased products; it cannot be performed on parts of purchased products.

Exchanges / Store Credit / Refunds

If you are not satisfied with your product, we offer three options:

  1. Size/Color Change: Subject to stock availability. Processing takes 3-5 working days after receiving the returned item.
  2. Store Credit: Receive a promo code equal to the amount of your original purchase for use at the next checkout.
  3. Refund: Excluding shipping costs, the total amount will be returned to your original payment method after the quality check, within 10 days.

Credit Card Refund: The refund will be processed within 7 working days after receiving the returned item. The actual display of the refund may vary depending on your credit card issuing bank. Contact your bank for further information.

For more details, please refer to our Terms & Conditions section.