Delivery and return policy
DELIVERY
What are the delivery times and methods depending on my country?
France:
Home delivery via Colissimo
- Delivery is free for purchases over 200 euros.*
-24 to 48 hours after dispatch of your order**
Delivery to a relay point
- Delivery is free for purchases over 200 euros.*
-2 to 3 working days after dispatch of your order **
-The storage period for your package is 3 to 5 days for relay points or post offices and 3 days for pick-up stations
* In commercial transactions, shipping and return costs are always the responsibility of the customer.
** Please note that during collection launches and sales events, order preparation times are extended. Please allow 5 to 10 business days after your order has been confirmed.
We are able to deliver to you if you reside in the following countries: Spain, United Kingdom, Belgium, Netherlands, Luxembourg, Austria, Italy, Portugal, Germany.
Home delivery via Colissimo
-3 to 4 days after dispatch of your order**
Delivery to a relay point
-2 to 3 working days after dispatch of your order **
-The storage period for your package is 3 to 5 days for points
* In commercial transactions, shipping and return costs are always the responsibility of the customer.
** Please note that during collection launches and sales events, order preparation times are extended. Please allow 5 to 10 business days after your order has been confirmed.
Home delivery via Colissimo
- Delivery is free for purchases over 200 euros.*
-24 to 48 hours after dispatch of your order**
Delivery to a relay point
- Delivery is free for purchases over 200 euros.*
-2 to 3 working days after dispatch of your order **
-The storage period for your package is 3 to 5 days for relay points or post offices and 3 days for pick-up stations
* In commercial transactions, shipping and return costs are always the responsibility of the customer.
** Please note that during collection launches and sales events, order preparation times are extended. Please allow 5 to 10 business days after your order has been confirmed.
We are able to deliver to you if you reside in the following countries: Spain, United Kingdom, Belgium, Netherlands, Luxembourg, Austria, Italy, Portugal, Germany.
Home delivery via Colissimo
-3 to 4 days after dispatch of your order**
Delivery to a relay point
-2 to 3 working days after dispatch of your order **
-The storage period for your package is 3 to 5 days for points
* In commercial transactions, shipping and return costs are always the responsibility of the customer.
** Please note that during collection launches and sales events, order preparation times are extended. Please allow 5 to 10 business days after your order has been confirmed.
Can I get it delivered abroad?
We currently deliver to the following countries: Metropolitan France, Germany, Andorra, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Norway, Netherlands, Poland, Portugal, Romania, United Kingdom, Slovakia, Slovenia, Switzerland and Sweden.
How do I get my order delivered to one of the Stella Forest stores?
Free delivery is available to some of our stores. This option will be offered when you confirm your order's delivery method. It's the perfect place to receive your orders and try on your items.
Ps: Our stores in Aix en Provence, Bonaparte, Guichard and Bordeaux do not offer this service.
Ps: Our stores in Aix en Provence, Bonaparte, Guichard and Bordeaux do not offer this service.
How do I track the delivery of my order?
To track your package, we invite you to log in to your personal space using your email address and your personal password. Then, simply go to the "My Orders" tab and search for the order concerned and click on "View order". We also inform you that as soon as your order is shipped, an email will be sent to you with the tracking link for your package. If your order was placed in a guest account, you will need to personalize 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.
Once logged in, there is no difference between a guest account and a classic account.
What should I do if my order is considered delivered but I have not received it?
Before initiating the investigation procedure, please ensure that no member of your family, or neighbor, or guardian has received the package on your behalf.
If you were away for more than 14 days, it is also possible that the package was returned to us after the retention period at your post office had passed. Your tracking will then state "Package returned to sender / Package unclaimed."
If you were away for more than 14 days, it is also possible that the package was returned to us after the retention period at your post office had passed. Your tracking will then state "Package returned to sender / Package unclaimed."
What should I do if I don't receive emails related to the tracking of my order?
These emails may be found in your "junk" or "spam" folder in your email software, as these are increasingly sensitive to protecting the privacy of their users by identifying emails that are not part of your contacts, for example.
We recommend that you authorize the HTTPS://WWW.STELLAFOREST.FR/ domain in your anti-spam tool and/or your email.
We recommend that you authorize the HTTPS://WWW.STELLAFOREST.FR/ domain in your anti-spam tool and/or your email.
How do I change the delivery address for my order?
We are unable to change the delivery address once the order has been confirmed, which is why it is very important to first check your information and the contents of your basket before confirming it.
BACK
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.