Frequently Asked Questions
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 your orders, 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. Returns need no account at all: for now they start with an email to us.
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.
Every UK order ships with Royal Mail Tracked 48, which aims to deliver in 2–3 working days after dispatch.
This is a delivery aim rather than a guarantee. See Shipping & Delivery for dispatch cut-offs and postcode guidance.
Yes — UK delivery is free on every order, with no minimum spend and no code needed.
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.
Start your return online with your order number and checkout email. Select the items, quantities and reasons (or “Prefer not to say”), then submit. We email your free label and instructions within 1–2 business days. No separate email is needed. Your request is dated immediately, and waiting for the label does not reduce your return time: we allow at least 14 days after sending it to post your items.
For most items, tell us you wish to cancel within 14 days after delivery, then you normally have a further 14 days to send the goods back. We allow at least 14 days after we send your free label, so the wait does not reduce your return time. 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 label or the instructions we email you, 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.
Use our return form and choose “Faulty or damaged” or “Wrong item received”. Add details in the notes and reply to the confirmation email with photographs if helpful. For missing items, use our contact form. 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 or use our contact form. Include the order number when asking about a purchase.