My returns and refunds
Is it possible to exchange my item(s)?
Currently, it is not possible to exchange an item purchased online on our site. Therefore, we invite you to return the products to us for a refund, and then place a new order.
How to make a return?
- For an order delivered to mainland France or Belgium:
1. Make your return request by clicking on the “Account” link at the top right
2. Once logged in, go to the “Orders” area of your customer account then to the bottom right “Return request” to download your return slip.
3. Please enclose this return slip within your package to facilitate its processing upon receipt at our warehouse and thus reduce refund times as much as possible. Without this document, we will not be able to process your return request.
4. Download your prepaid Colissimo return label directly from your customer area and stick it on your package.
5. You can send your return package directly to the Post Office or Colissimo collection points
- For an order delivered outside mainland France/Belgium:
1. Make your return request by clicking on the “Account” link at the top right
2. Once logged in, in the “Returns and refunds” area of your customer account, you can make your return request and download your return slip.
3. Please enclose this return slip within your package to facilitate its processing upon receipt at our warehouse and thus reduce refund times as much as possible. Without this document, we will not be able to process your return request.
4. Write the return address below on your package:
STELLA FOREST
Web service
17 Palestro Street
75002 PARIS
France
5. Go to your post office.
If your order was placed as a guest account, you will need to customize your password via a forgotten password to log in to your account.
Once logged in, there is no difference between a guest account and a classic account.
1. Make your return request by clicking on the “Account” link at the top right
2. Once logged in, go to the “Orders” area of your customer account then to the bottom right “Return request” to download your return slip.
3. Please enclose this return slip within your package to facilitate its processing upon receipt at our warehouse and thus reduce refund times as much as possible. Without this document, we will not be able to process your return request.
4. Download your prepaid Colissimo return label directly from your customer area and stick it on your package.
5. You can send your return package directly to the Post Office or Colissimo collection points
- For an order delivered outside mainland France/Belgium:
1. Make your return request by clicking on the “Account” link at the top right
2. Once logged in, in the “Returns and refunds” area of your customer account, you can make your return request and download your return slip.
3. Please enclose this return slip within your package to facilitate its processing upon receipt at our warehouse and thus reduce refund times as much as possible. Without this document, we will not be able to process your return request.
4. Write the return address below on your package:
STELLA FOREST
Web service
17 Palestro Street
75002 PARIS
France
5. Go to your post office.
If your order was placed as a guest account, you will need to customize your password via a forgotten password to log in to your account.
Once logged in, there is no difference between a guest account and a classic account.
How do I download my return label?
When you make your return request, your browser settings may block the generation of the return label which opens in a new tab.
To do this, click the padlock icon in the top left corner next to the website URL and go to your website settings. Allow pop-ups and redirects, as well as automatic downloads.
All you have to do is close this tab and refresh the page containing your orders to be able to download your return label.
You will also receive your return label by email to the following address: retouronline@laposte.fr
To do this, click the padlock icon in the top left corner next to the website URL and go to your website settings. Allow pop-ups and redirects, as well as automatic downloads.
All you have to do is close this tab and refresh the page containing your orders to be able to download your return label.
You will also receive your return label by email to the following address: retouronline@laposte.fr
What are the processing times for my return/exchange?
Once your package has been received by our warehouse, your refund will be issued within 15 days directly to the payment card used to validate your order. If you have a deferred debit card, the refund will be issued under the same conditions as your usual debits.
What are the time limits for returning my item(s)?
If you are not completely satisfied with one of our products, you can return any item purchased on our site within 15 days of receiving your order, without having to provide a reason, provided that your product is in perfect condition, unworn and unwashed.
After this deadline, no refund can be made.
After this deadline, no refund can be made.
What should I do if I haven't received my refund?
In the event of a product return or incomplete shipment, a refund is normally made directly to the bank account linked to the credit card you used to make your purchase.
We ask that you carefully check your bank card statement beforehand. Also consider the deferred refund period if it was a deferred payment card at the time of order payment.
This credit should appear on your account within approximately 1 to 15 business days once the product return is received or as soon as the incomplete shipment is made.
After all these checks, if you still have not heard anything about your refund, please contact customer service so that we can launch an investigation.
We ask that you carefully check your bank card statement beforehand. Also consider the deferred refund period if it was a deferred payment card at the time of order payment.
This credit should appear on your account within approximately 1 to 15 business days once the product return is received or as soon as the incomplete shipment is made.
After all these checks, if you still have not heard anything about your refund, please contact customer service so that we can launch an investigation.
Can I return items purchased online to a store?
At this time, it is not possible to return items purchased online to a STELLA FOREST store.