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Frequently Asked Questions

• What shipping methods and charges can i select for the delivery ?

  Delivery costs depend of the destination country. Details concerning delivery costs and conditions can be found in our FAQ.
  
  The order preparation time may vary between 1 and 2 days, to which a further 3 to 4 days must be added for delivery.

• How do I know if my order has been accepted ?

  A confirmation email will be sent to you by email, with your order number and the summary of your basket.
  
  Please check your spam folder.

• I would like to change or cancel my order.

  It is not possible to cancel or change an order after you have confirmed and paid for it. Since orders are transmitted via an automatic IT workflow, your order will arrive directly at our warehouse so that it can be processed as quickly as possible.
  
  It is also not possible for us to change the delivery address once the order has been confirmed, which is why it is very important to double-check the information and content included in your order before confirming it.
  
  Payment is debited automatically within 24 hours after you place an order. Therefore, it is completely normal for your card to be debited before you receive your shipment. You will also receive an email confirming receipt of payment once you have finalized and paid for your order.

• How can I track my order if I do not have an account ?

  At the time of the confirmation of your order, you will receive an email which will indicate you your tracking number, in order to be able to follow your parcel! You can constantly consult the statute of your order and follow your parcel directly via your customer account Stella Forest in the heading "My orders".
  
  - The status "in process" indicates that your order has been validated. Our logistics team is preparing it for shipment.
  
  - The status "shipped" indicates that your order has been entrusted to the chosen delivery service.
  
  Once your package has been shipped, you can track the delivery on the Colissimo website with your tracking number

• How can i track the delivery of my order ?

  Once your order has been dispatched by our warehouse, you will be sent an email to confirm that your package has been dispatched. This email will include a summary of your order as well as your tracking number.
  
  You can also track your package at any time by logging into your Jonak account. Click on “My orders” on the dashboard or in the “My orders” section. You will automatically be redirected to the website of the shipping company you selected for your order.

• How can i arrange to return an item ordered from the website ?

  You have a 14 days deadline after reception of your order to carry out a return.the return of the products is dealt with by Stella Forest if the place of delivery is located in France or in Belgium. It is with your load if you do not live in the above mentioned countries.the expenses of return are always with the load of the customer in period of commercial operations.the expenses of delivery are refunded that if your part presents a defect.

• How do I use my promo code ?

  To use your promo code, we invite you to enter it on the checkout page, in the “PROMO CODE” box, and then, click on “OK”. The potential discount will be automatically applied.
  
  The promo code is for a one-time use and cannot be combined with any other promotional code.
  
  If you wish to be kept informed of all the “good deals” on Stella Forest products, do not hesitate to subscribe to our Newsletter.

• Another question ?

  Email : contact@stellaforest.frPhone : 01 40 41 14 49