First of all, please pay attention to provide complete and updated information on the membership form when registering with us. If any problem arises with your order, our customer will get into contact with you using your contact details you provided us with in your membership form. Your order will be shipped to the delivery address specified by you during the order process. You are required to provide us with full address details and contact information to avoid any problem in delivery.

1. Shipping costs and delivery time

1.1. The shipping costs will be covered by STEFANEEA as all the prices on our website include shipping costs. Note that this excludes customs’ fees and local taxes, as the legal terms regarding customs vary from country to country.

1.2. The products can only be shipped during weekdays, which are Monday, Tuesday, Wednesday, Thursday, Friday. On official holidays there is no shipping, but the client gets informed about these cases.

1.3. The product(s) take(s) from 2 to 14 business days to arrive at the Customer’s delivery address (not taking into consideration the customs process that might take place in the delivery country, which varies from country to country).

1.4. Shipping times are all estimates and not guaranteed. We aim to deliver within the time indicated by us at the place of delivery requested by you, therefore if you need something urgently please contact our customer service team so we can help you choose the best and most reliable shipping method for your area. 

1.5. Please note we are not responsible for lost and stolen packages due to unsafe shipping locations. If you live somewhere where a package may be left outside please make sure to contact us so we can require a signature. 

1.6. We do not guarantee arrival dates for International packages due to many factors out of our control including, but not limited to, weather/natural disaster, delays in custom clearance, and/or delays on the courier’s end. STEFANEEA is not responsible for delays caused by weather or other natural disasters. What we can certainly guarantee is that we will of course be of assistance for any help you may need and will act in the best of our ability to help you with anything you may need.

1.7. The product(s) will be dispatched to the address provided when the Order Form was completed. For security reasons, STEFANEEA will not ship any order to a P.O. Box or accept any order where it is impossible to identify the individual private recipient of the order and their address.

1.8. Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your Order and arrange for cancellation of the Order or delivery to an alternative delivery address.

2. Taxes and duties

2.1 We ship to your destination on a DDU (Delivery Duty Unpaid) basis. This means that the prices displayed on site are exclusive of all local taxes and duties that may arise in case of international shipment. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Your orders on www.stefaneea.com website may be subject to import taxes and customs duties, which are levied once a shipment reaches the destination country. Additional charges for customs clearance must be fulfilled by the recipient; STEFANEEA has no control over these charges, nor can STEFANEEA predict what they may be.

We are not responsible for any customs fees incurred on international shipments.

2.2. If you refuse your order at the time of arrival or if you refuse to pay the Customs fees when your order arrives, the shipment will be returned to the Vendor and the Buyer will get a refund. Shipping cost is non-refundable. Free shipping costs will be deducted from the final refund.

2.3. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

3. Change of address

We cannot be held responsible for an incorrect address being entered on your order. Address Confirmation is given on the review & buy page in the checkout section of the site. If this is not noticed until after your order is finalized, please contact Customer Service immediately. We will attempt to update any incorrect order details, however due to the fast processing within our distribution center, some orders cannot be adjusted. Therefore, you should carefully check that your Order is accurate before you submit it to us.

4. Order cancellation

In case of ready-made products, if notified before goods have been dispatched, we can accommodate order cancellations and offer a full refund. If items have been shipped, please check our Return & refund policy.

Orders for Pre-made and Custom made items (meaning products that will be customized for the client’s measurements and/or taste) cannot be cancelled.

Last updated: 1st of September 2023