WHERE CAN I RECEIVE MY ORDER?

The articles are sold and delivered all over the world (see here the list of Countries in which the e-Shop operates and how to shop from other destinations).

The country of delivery must always be the same as the country in which the e-Shop used by the Customer to make the order is located.

Stefania Stroppiana offers one shipping method (DHL Express Delivery Service) and different delivery options are available depending on the destination country, as detailed below:

• Home delivery: Articles are shipped using a courier company chosen by Stefania Stroppiana. Articles will be sent to the delivery address that the Customer has indicated to us when completing the order.

The Customer’s order will be delivered within the period of time indicated below. Stefania Stroppiana will make every effort to ensure that the service is provided in the shortest time possible.

Once the order leaves Stefania Stroppiana warehouses, an e-mail will be sent to the Customer to confirm that the order has been dispatched.

Registered Customers may track their orders in the “ACCOUNT” area by clicking “MY ORDERS” and then the “+” button.

For security reasons, Stefania Stroppiana will not ship any order to a PO Box number, nor will it accept any order where it is not possible to identify the recipient and the address.

Responsibility for the Stefania Esse articles will be transferred to the Customer at the moment the order is delivered.

In the event that the order cannot be delivered because the Customer is not present, the package will be returned to the central warehouse and it will be understood that the Customer rejects the content and will not be entitled to demand a refund on the order. Stefania Stroppiana may in good faith reimburse the Customer for the order once it has been returned to our warehouses, deducting the shipment and return costs caused by non-receipt of the shipment by the Customer from the reimbursement. If the Customer wants to receive the order again, the order must be placed again.

• Service Point Delivery: The orders will be shipped to a drop point. Service Points are businesses close to the Customer’s address or place of work as well as post offices, where the Customer can collect the order. The Customer will choose the preferred drop point for delivery of the order.

The Customer will receive an SMS, an e-mail or a phone call when the package arrives at the Service Point and must collect it within the maximum period of time that the Service Point determines (see the website for this). After this period, the package will be sent back to the central warehouse, and it will be understood that the Customer renounces the content and will not be entitled to demand a refund on the order.

Stefania Stroppiana may in good faith reimburse the Customer for the order once it has been returned to our warehouses, deducting the shipment and return costs caused by non-receipt of the shipment by the Customer from the reimbursement. If the Customer wants to receive the order again, the order must be placed again.

• Packstation Delivery (only available in Germany): The articles will be delivered to a Packstation. The Customer will select the preferred Packstation from which to collect the order. Packstations operate 24 hours a day, 7 days a week.

The Customer will receive a SMS, an e-mail or a phone call when the package arrives at the point of delivery and must collect it within the maximum period of time that the Packstation determines (see the website for this). After this period, the package will be sent back to the central warehouse, and it will be understood that the Customer renounces the content and will not be entitled to demand a refund on the order.

Stefania Stroppiana may in good faith reimburse the Customer for the order once it has been returned to our warehouses, deducting the shipment and return costs caused by non-receipt of the shipment by the Customer from the reimbursement. If the Customer wants to receive the order again, the order must be placed again.

 

CAN THE DELIVERY COUNTRY BE DIFFERENT FROM THE PURCHASE COUNTRY?

No. The delivery country must always be the same country in which the purchase was made.

 

HAS MY ORDER BEEN SHIPPED OUT YET?

As soon as your order is dispatched from our Warehouse, you will be sent an e-mail to confirm that it’s on its way. From there it should be delivered within the timescale we advertise. You can check its progress by logging into your account.

 

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

With the DHL Express Delivery Service, your order will arrive within 1-7 working days after it leaves our warehouse (excluding weekends and holidays), depending on your country.

The costs by country and delivery time frames will be as follows:

DESTINATION	DELIVERY TIME	COST (up to 3 kg)
Belgium	3-4 working days	free shipping
Bulgaria	5-7 working days	free shipping
Cyprus	5-7 working days	free shipping
Denmark	1-3 working days	free shipping
Eastland	3-4 working days	free shipping
Finland	3-5 working days	free shipping
France	3-5 working days	free shipping
Greece	5-7 working days	free shipping
Ireland	3-5 working days	free shipping
Italy	3-6 working days	free shipping
Croatia	5-7 working days	free shipping
Lettland	3-4 working days	free shipping
Lithuania	3-4 working days	free shipping
Luxemburg	3-4 working days	free shipping
Malta	5-7 working days	free shipping
Monaco	3-5 working days	free shipping
Holland	2-4 working days	free shipping
Poland	3-5 working days	free shipping
Portugal	4-6 working days	free shipping
Romania	4-7 working days	free shipping
Slovakia	4-6 working days	free shipping
Slovenia	4-6 working days	free shipping
Spain	3-6 working days	free shipping
UK	3-6 working days	17,00 €
Sweden	1 working day	free shipping
Czech Republic	3-5 working days	free shipping
Germany	2-4 working days	free shipping
Hungary	3-5 working days	free shipping
Austria	3-5 working days	free shipping

 

 

RETURNS

If you want to return your order, do not worry, we accept your RETURN gladly. Making a return is very easy. You have 15 days from the day you receive your order to request your return.

The refund will be made in the same method that you paid your order (credit or debit card/PayPal, wire transfer), the refund will be immediate after having confirmed the return, but you may be not able to see the refund until after 30 days (this period depends on each bank and we do not have any control of it).

You can choose to send the package back to our warehouse using your preferred transport service. You will be responsible for all costs associated with returning your order and Stefania Stroppiana is not responsible for what may happen to the delivery.

Please note that the refund process during sales or promotions can take between 8 and 10 days.

To request the return, you just have to follow these instructions:

Log in to your account, access VIEW MY ORDER and write your e-mail address, password and order code. Then, choose VIEW MY ORDER and click REQUEST  RETURN.

• Choose the order you want to return.
• Choose Postal return: You choose how and with which courier company you send your return. We recommend you to choose a secure service with which you can track your delivery. You must send your parcel during the return period to the following address:

Stefania Stroppiana

Albavägen 36

18133 – Lidingö

(Sweden).

 

• Choose the item/s that you want to return. Among the options, choose REQUEST RETURN. Then, select a reason for the return and click CONTINUE.
• Check the collection information.
• Finally, click COMPLETE.

Then, write the return number on the delivery note that came with your order or on a piece of paper. Put the return number and the items you want to return in the original box that you received. Please, remember that it is very important that all returned items are in perfect condition, have their return tag and are inside of Stefania Esse’ box.

Unless you prefer to send it by your own means, the courier company will collect the package within the next 24-48 hours, from the date you requested your exchange order.

Stefaniaesse.com reserves the right to reject returns communicated and/or sent outside the return period, or garments that are not in the same conditions as when they were received.

 

HOW LONG DO I HAVE TO RETURN MY ORDER?

Items may be returned within 15 days after the delivery date.

 

CAN I EXCHANGE MY ORDER?

If you want to exchange an item for a different size or color, you should process the return and place a new order.

 

HAVE YOU RECEIVED MY RETURN ORDER?

If you use a traceable/insured shipping method, it will depend on the chosen service and/or courier.

At Stefania Esse we strive to give you the best possible service. Thus, we process all return orders that reach our warehouse within 2-4 working days depending on the chose service and/or courier and starting from the day we receive the goods.

Once the return is processed and approved, you will receive an e-mail where we will inform you that your refund has been made.

If you do not receive this confirmation within 10 days, please, contact our Customer care service and we will help you.

 

HOW AND WHEN WILL I RECEIVE MY REFUND?

Once the return has been approved (the items have to be in perfect condition and original labels must be intact) you will receive a confirmation e-mail indicating the refund amount that will be paid for your item/s.

The refund will be made in the same method that you paid your order (credit or debit card/PayPal, wire transfer), remember that it may take up to 30 working days to be refunded on your credit card depending on your bank. If you have used store credit to purchase your order, the refund will be in store credit.

 

MY RETURN WAS PROCESSED BUT I WASN´T REFUNDED MY DELIVERY CHARGES

Shipping costs are not refunded, unless your items are faulty or your order is cancelled under the Distance Selling Regulations.

 

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We’re really sorry we’ve made a mistake with your refund! Please, contact our Customer Service team and we’ll try to solve this mistake as soon as possible.

Bear in mind that shipping costs are not refunded, except in those cases where the order was cancelled under the Distance Selling Regulations or the entire order was faulty.

 

IMPORTANT INFORMATION

• All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition, please, contact us immediately.
• Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
• Items should be returned in their original packaging to ensure they are adequately protected in transit. Branded boxes and/or garment bags should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
• If you send your return order by your own means, bear in mind that Stefania Stroppiana is not responsible for your order until it reaches our warehouse. Hence, we strongly recommend you, to use a safe transport system with a tracking method.
• Due to hygiene reasons, we cannot accept the return of socks or stockings, unless they have not been opened, used or tried on, and remain in their original box.