Returns,
made simple.

You can cancel most online purchases without giving a reason by telling us within 14 days after the day the goods are delivered. If an order arrives in separate parcels, the period runs from the day after the final parcel is delivered.

Submitting this form counts as notice when the request is saved; you do not have to wait for our reply. You normally have a further 14 days after giving notice to send the goods back. To ensure waiting for our label does not reduce your return time, we allow at least 14 days from when we email the label to post the items. A clear email to us also remains a valid way to give notice. Your statutory rights are unaffected.

Returns are free for every UK customer. You do not need a Stefanel Lounge membership, and there is no charge at any tier. Use the prepaid label or the instructions we email you, and obtain proof of posting.

If you choose another carrier or send a parcel without our instructions, you are responsible for that cost and for the parcel until it reaches us, unless the goods were faulty or we agreed otherwise. Do not send a return to our registered office.

You may inspect and try on clothing as you would in a shop. Return items complete, clean and unworn beyond that inspection, with all original product, hygiene and security tags attached. Include the original packaging where reasonably possible.

We may reduce the refund to reflect loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and fit. Normal trying-on is not a reason to refuse a return.

Statutory exceptions can include:

• goods made to your specification or clearly personalised;
• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed; and
• any other category excluded by applicable consumer law.

An exception to change-of-mind cancellation does not remove your rights if an item is faulty, misdescribed or not fit for purpose.

Use the return form and choose “Faulty or damaged” or “Wrong item received”. Add an explanation in the notes. You can reply to your confirmation email with photographs if helpful. For missing items or anything you cannot select, contact customer care. Keep the item and delivery packaging until we respond.

Where goods do not conform to the contract, UK law may entitle you to reject them, or to a repair, replacement, price reduction or refund depending on the timing and circumstances. We cover reasonable return costs for confirmed faulty or incorrect goods. Your statutory rights are unaffected.

For a valid cancellation, we issue the refund to the original payment method without undue delay and no later than 14 days after we receive the returned goods or evidence that you sent them, whichever is earlier. We may wait for the goods or proof of return before refunding.

After we issue a refund, your bank or payment provider may take additional time to display it. If a gift card and another method were combined, each portion is normally returned to its original method.

Sale items have the same statutory rights as full-price items. Direct exchanges depend on stock and may not be available; the quickest route is usually to return for a refund and place a new order.

If a promotion applied across several items, the refund reflects the price actually paid and the discount allocated to the returned item. Where a free gift was conditional on keeping qualifying goods, it must also be returned if the remaining order no longer qualifies.

Refunds for gifts are made to the original purchaser's payment method unless the law or payment provider requires otherwise.

We reply to every return request by email and keep you updated there until your refund is complete. Keep your proof of posting until then. You can sign in to your account at any time to see your orders, using the checkout email and a one-time code.

For help, contact info@stefanel.uk.