Return and Refund Policy
At Stella Grace, your satisfaction is our top priority. We’ve created this policy to make your return and refund experience clear, fair, and smooth. Please read the information below carefully.
Return Period
You have the right to cancel or return your order within 30 days of receiving your item. This period gives you enough time to inspect the product and decide whether it’s right for you.
Refund Timeline
Refunds are processed within 7 days of receiving the returned item at our return facility.
Who Pays for Return Shipping?
-
If the return is due to a customer preference
(e.g., changed your mind, incorrect size, or unwanted gift):
→ The customer is responsible for return shipping costs. -
If the return is due to a store error
(e.g., damaged on arrival, wrong item sent, or manufacturing defect):
→ Stella Grace will cover the return shipping cost.
Return Address
Return addresses vary depending on your location. Once your return request is approved, we will provide you with the optimal return address to ensure the fastest and most efficient processing, based on your location and our fulfilment network.
Eligible Return Situations & Instructions
| Reason | Return Shipping Costs Paid by | Action |
|---|---|---|
| Changed mind / unwanted item | Customer | Contact us with order number and reason |
| Ordered wrong size/item | Customer | Contact us with order number and details |
| Item arrived damaged | Stella Grace | Contact us with order number, description, and photos |
| Received wrong item | Stella Grace | Contact us with order number and photo of received item |
| Product defect / manufacturing fault | Stella Grace | Contact us with explanation, order number, and photo evidence |
| Requesting exchange | Customer | Contact us with product details and what you'd like to exchange it for |
Return Procedure
- Contact us: Reach out to our customer support team via contact@stella-grace.com
- Provide documentation: Send all required information and photos.
- Get the return address: Once approved, we’ll share the return address.
- Packaging: Carefully repackage the product with all original accessories.
- Ship your item: Send it back within 30 days.
- Inspection: Your returned item will be inspected upon arrival.
- Refund or exchange: Once approved, a refund or exchange will be issued within 7 days.
Refund Details
- Timing: Refunds are processed within 7 days of receiving your returned item.
- Method: Refunds are typically issued to your original payment method.
- Store credit: In some cases, a store credit or replacement of equal value may be offered.
Important Note
If you refuse to accept a package, you will be responsible for all associated costs. Packages may be destroyed by the shipping carrier; in this case, a full refund is not possible.
Unauthorized returns that do not follow the procedure described above will not be accepted.
Contact
If you have any questions about our policies or anything on our website, please contact us.
Store name: Stella Grace
Address: Trasmolenlaan 12, Woerden, Utrecht, 3447 GZ, Netherlands
Email: contact@stella-grace.com
Phone: +44 7476 959651
Or send us a message using our contact form.