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Answers about Shopify checkout, passwordless account access, Royal Mail delivery, order tracking, returns, refunds and customer care.
No. You can check out as a guest. To see orders or request a return, Shopify asks for the email used at checkout and sends a six-digit verification code. There is no password and no separate registration form. Open the account hub.
Available card, wallet and accelerated-checkout methods are displayed securely by Shopify at checkout. They can vary by device and order. We do not receive your full card number or security code.
You will receive an order acknowledgement after checkout. The order is accepted when we send confirmation or begin dispatch. If stock, payment, address or fraud checks prevent acceptance, we will contact you and refund any amount taken.
UK orders use Royal Mail:
These are delivery aims rather than guarantees. See Shipping & Delivery for dispatch cut-offs and postcode guidance.
Royal Mail Tracked 48 is free on UK orders over £75 after discounts. Charges for smaller orders and the Tracked 24 upgrade are shown at checkout before payment.
Use the link in your Shopify shipping-confirmation email, open our Track Your Order page, or sign in to your account with the checkout email and one-time code.
If you already have the Royal Mail tracking number, you can enter it on our tracking page to go directly to Royal Mail.
Contact us immediately. We cannot guarantee changes after checkout because orders can enter fulfilment quickly. If Shopify shows a cancellation option for an unfulfilled item, you can submit a request there; otherwise email info@stefanel.uk. A request is reviewed and does not cancel the order automatically.
Go to Returns & Refunds, open Shopify's secure portal, enter the email used at checkout and the six-digit code, then select Request return on the delivered order. If approved, follow the Royal Mail label or instructions sent by email.
For most items, tell us you wish to cancel within 14 days after delivery, then send the goods back within the following 14 days. Statutory exceptions can apply to personalised items or unsealed hygiene-sensitive goods. Faulty-item rights are separate and are not reduced by this period.
Yes — for every UK customer, with no Stefanel Lounge membership needed. Use the prepaid Royal Mail label or the instructions we provide, and keep proof of posting. If you choose another service without our agreement, you may be responsible for the cost and the parcel.
We issue an eligible cancellation refund to the original payment method without undue delay and no later than 14 days after receiving the goods or proof that you sent them. Your bank or payment provider may take additional time to display the credit.
Direct exchanges depend on stock and may not be available. The quickest option is usually to return the original item for a refund and place a new order for the preferred size or colour.
Email info@stefanel.uk with your order number, a description and photographs where useful. Keep the item and packaging while we review it. We cover reasonable return costs for confirmed faults or fulfilment errors, and your Consumer Rights Act protections remain unaffected.
Your refund reflects the price actually paid and the discount allocated to the returned item. If a free gift or multi-item offer depended on keeping qualifying products, the gift may need to be returned or the refund adjusted to the remaining order. Statutory rights still apply to sale and promotional goods.
Use the Shopify customer portal to manage your profile, addresses and account settings. For an access, correction or deletion request, email info@stefanel.uk. Some order information must still be kept for tax, accounting, fraud-prevention or legal claims.
Email info@stefanel.uk, call +44 7831 006609, or use our contact form. Include the order number when asking about a purchase.