Refund policy

Changed your mind? No stress.

You have 14 days to change your mind on everything you order online at Stella. Here's how it works 🤎

14 days to change your mind

Ordered at stella-shop.be? Then you can withdraw from your purchase within 14 days, without giving a reason.

Those 14 days start the day after you (or someone you named, other than the carrier) receive your order. Several items delivered separately? Then the 14 days start the day after the last item arrives.

Let us know within those 14 days. From that moment, you have another 14 days to send the items back.

Cancel before we ship

Not shipped yet? Cancel your order via your account or by email (see below). We stop your order and refund the full amount, shipping included, within 14 days.

Already on its way? Wait for your package and follow the return steps below.

How to return

1. Let us know. Choose one of these options:

• Online: go to stella-shop.be/account, open your order and submit your withdrawal there. You'll receive an automatic confirmation by email.
• Email: send your name, order number and the items you're returning to webshop@stella-shop.be.
• Form: use the model withdrawal form at the bottom of this page (optional).

2. Pack it well. Use the original packaging if possible, keep the labels on and add your order number.

3. Send it to:

Stella.Shop BV
Geitestraat 20
2800 Mechelen
Belgium

Use a tracked shipping method and keep your proof of shipment until you've received your refund.

Rather drop it off? Bring your return to the shop during opening hours, with your order number.

Condition of your items

Try it on like you would in our fitting room. That's totally fine.

Please return your items unworn, unwashed and with the original labels attached, without traces of make-up, deodorant, perfume or smoke.

If an item has been handled more than needed to check its nature, characteristics and fit, you're liable for the loss in value. In that case, we may deduct that amount from your refund.

Refunds

We refund you within 14 days after receiving your withdrawal.

We may wait with the refund until we've received the items back, or until you've shown proof that you sent them, whichever comes first.

We refund via the same payment method you used, at no cost to you, unless you explicitly agree to something else.

• Returning your full order? You also get your shipping costs back.
• Returning part of your order? We refund the returned items. The original shipping costs are not refunded.
• Paid (partly) with a gift card? That amount goes back to your gift card.

Return costs

Return shipping is at your own cost.

Faulty or wrong item? Then we cover the return (see below).

Sale items

Sale items can be returned, just like everything else.

Exchanges

Another size or colour? Return your item and place a new order, so you don't miss out while your return is on its way.

Not sure about your size? DM us on Instagram @stella.shop.be before you order.

Faulty, damaged or wrong item?

Contact us as soon as possible at webshop@stella-shop.be with your order number and a photo. We'll arrange a repair, replacement or refund, at no cost to you.

On top of your 14-day right of withdrawal, you always have the 2-year legal guarantee on items that don't conform to the order.

Ordered via Instagram DM?

Orders placed via DM and shipped to you are online purchases too. The same 14 days and the same rules apply. Let us know via DM or by email.

Bought in the shop?

This policy covers orders from our webshop and orders via Instagram DM. The legal right of withdrawal doesn't apply to purchases made in our shop. Ask us in store about the options.

Questions or complaints?

We're happy to help.

webshop@stella-shop.be
+32 484 88 17 10
Instagram DM @stella.shop.be

Can't work it out together? You can contact the Belgian Consumer Ombudsman (Consumentenombudsdienst) via consumentenombudsdienst.be.

Stella.Shop BV · Geitestraat 20, 2800 Mechelen · BE 0752.806.607

Model withdrawal form

Only fill in and return this form if you want to withdraw from the contract.

To: Stella.Shop BV, Geitestraat 20, 2800 Mechelen, Belgium, webshop@stella-shop.be

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

• Ordered on (*) / received on (*):
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date:

(*) Delete as appropriate.