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Effective 23 July 2026. Start a Shopify return without a password, and review the cancellation, return and refund rules for Stefanel UK orders.
Shopify matches your order using the email address entered at checkout. Enter that email, then use the six-digit code sent to your inbox. There is no password and no separate registration form.
If the return option is not shown, email info@stefanel.uk before the cancellation deadline and include your order number.
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.
After notifying us, you have a further 14 days to send the goods back. Starting a request in Shopify or emailing us is sufficient notice; do not wait until the parcel is posted to tell us.
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 Royal Mail label or the instructions we provide with your approved request, 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:
An exception to change-of-mind cancellation does not remove your rights if an item is faulty, misdescribed or not fit for purpose.
Email info@stefanel.uk promptly with your order number, an explanation and photographs where useful. 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.
If you cancel the entire order under the statutory cancellation right, we refund the cost of our least-expensive standard delivery option. If you selected a more expensive service, the additional upgrade is not refunded unless the order was faulty, late in circumstances giving you a right to cancel, or we made an error. Original delivery is not normally refunded for a partial change-of-mind return.
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.
Return-request updates appear in Shopify and are sent by email. Keep your Royal Mail receipt until the refund is complete. You can sign in to your account at any time using the checkout email and one-time code.
For help, contact info@stefanel.uk or call +44 7831 006609.