- How do i create my stella forest account ?
- How do i create my stella forest wishlist?
- How do i edit my invoice?
- What to do when i forgot my password?
- My email address is refused at the creation of the account, why?
- How do i delete my account?
- How do i subscribe to the stella forest newsletter?
- I can't connect to my account, what should i do?
- How can i unsubscribe from the stella forest newsletter?
- How do i place an order?
- How do i know if my order has been taken care of ?
- How long does it take to process my order?
- How can i cancel or modify my order?
- How do i use my coupon code?
- What payment methods are accepted?
- Can i pay in installments?
- How fractional payments work
- What should i do if i can't make my payment?
- When will i be debited?
- What delivery times and methods depending on my country?
- Can i be delivered abroad?
- How can i have my order delivered to a stella forest boutique?
- How can i track the delivery of my order?
- What should i do if my order is considered delivered but i have not received it?
- What should i do if i don't receive the emails related to the follow-up of my order ?
- How do i change the delivery address of my order?
- Is it possible to make an exchange?
- How to make a return ?
- How do i download my return label?
- How long does it take to process my return?
- How long do i have to return a product?
- I have not received my refund, can you inform me about this?
- Can i return items purchased online in the boutiques?
- How do i look after my item?
- How do i choose my size?
- What if i lose a button?
- How do i know if an item is available?
- How to know if an item will be available again?
- How do i know if the photos of my item are contractual?
- How can i find the stella forest boutique nearest me?
- What browsers should i use to access the stella forest website correctly?
- How do you manage my personal data?
- How can i contact the customer service by phone?
- What to do in case of damaged item(s)?
- What to do in case of an incomplete order?
- What should i do if one or more items in my order do not correspond to the one(s) ordered?
MY STELLA FOREST ACCOUNT
MY ORDERS
PAYMENT
DELIVERY
RETURN AND REFUND
TECHNICAL QUESTIONS
TIP AND SERVICES
AFTER-SALES SERVICE
MY STELLA FOREST ACCOUNT
How do I create my Stella Forest account ?
To create your account on the online store STELLA FOREST, enter your email address, which becomes your login, as well as other required information in the appropriate fields.
How do I create my Stella Forest wishlist?
The Wishlist option allows you to make a selection of products that you can then find at any time in your Customer Account. You must have or create a customer account on the site.
To add an item to your Wishlist, simply go to the product page and click on the heart. You can then find your Wishlist from your customer account.
Please note that products added to your Wishlist are not reserved.
To add an item to your Wishlist, simply go to the product page and click on the heart. You can then find your Wishlist from your customer account.
Please note that products added to your Wishlist are not reserved.
How do I edit my invoice?
Click on "my account" and enter your login and password. Once logged in, you can view your personal information.
What to do when I forgot my password?
When you click on the forgotten password link, please enter the email address that was used to create your account. Your password will be emailed to you instantly. Be sure to check your junk mail or spam folder in case you do not receive it.
My email address is refused at the creation of the account, why?
In order to guarantee you the good reception of the confirmation and shipment emails of your order, we systematically proceed to a check of the validity of your email address during the creation of your customer account.
We therefore recommend that you make sure you provide a valid email address when you register. An address can be considered as "invalid" if the domain name (part of your address located after the "@") is not recognized, reliable or if it is erroneous.
How do I delete my account?
If you wish to delete your e-shop account, please contact our Customer Service via the "contact us" section. The deletion of your data will be effective within 72 hours. To place a new order afterwards, we invite you to create a new account.
How do I subscribe to the Stella Forest newsletter?
Subscribe to the newsletter of the online store STELLA FOREST by registering your email from the home page in the newsletter section at the bottom of the page. You will be informed about the brand news and our exclusive offers.
I can't connect to my account, what should I do?
If you can't log in, check that your email address or your password are correct, be careful to respect the upper and lower case.
How can I unsubscribe from the Stella Forest newsletter?
You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. You can also do it in your account, in the "Newsletter" section. Do not hesitate to contact us if you encounter any difficulties.
MY ORDERS
How do I place an order?
To place an order on the STELLA FOREST store, simply browse the site by accessing the products offered in the different categories. You can browse by type of item or by universe. Then choose the items you wish to purchase by clicking on "Add to cart". Once your products are in the basket, you can check the contents of the basket by clicking on the basket, then let yourself be guided by clicking on the "Confirm my order" button.
Your order is prepared within a maximum of 48 working hours, then given to the carrier according to the delivery method and the country you have chosen. The delivery time is between 2 and 5 days after the delivery of your order to the carrier.
Your order is prepared within a maximum of 48 working hours, then given to the carrier according to the delivery method and the country you have chosen. The delivery time is between 2 and 5 days after the delivery of your order to the carrier.
How do I know if my order has been taken care of ?
An order confirmation email will be sent to the email address of your account and then an order confirmation email. The order will then be taken care of by our preparation team within the following hours.
You can follow the preparation of your order in your customer account in the "orders" section
- Preparation status: your order is being prepared by our logistics team
- Shipped status: your package has been handed over to the carrier and the delivery is in progress. You can then follow the delivery of your package by clicking on the tracking number provided for this purpose.
You can follow the preparation of your order in your customer account in the "orders" section
- Preparation status: your order is being prepared by our logistics team
- Shipped status: your package has been handed over to the carrier and the delivery is in progress. You can then follow the delivery of your package by clicking on the tracking number provided for this purpose.
How long does it take to process my order?
All orders are prepared and shipped within 72 hours (within the limits of available stock, excluding commercial operations). It is then given to the carrier according to the delivery method and the country selected.
Once your order has been shipped, an email will be automatically sent to you and you will also be able to follow your delivery in real time thanks to our order tracking page.
Once your order has been shipped, an email will be automatically sent to you and you will also be able to follow your delivery in real time thanks to our order tracking page.
How can I cancel or modify my order?
Currently, it is not possible to cancel or modify your order. Indeed, as soon as your payment is validated, your order is sent to our warehouse for preparation and shipping as soon as possible.
However, if you still wish to cancel your order, we invite you to refuse your package. The latter will be returned to our warehouse and we will then make your refund.
However, if you still wish to cancel your order, we invite you to refuse your package. The latter will be returned to our warehouse and we will then make your refund.
How do I use my coupon code?
In order to use your advantage code, we invite you to indicate it on the page of validation of your basket, in the box " BENEFIT CODE " then to click on " OK ". The possible discount will then be automatically applied.
The promotional code is for one-time use only and cannot be combined with any other promotional code.
It is impossible for us to credit you with the commercial advantage associated with a code after an order. Consequently, we do not accept any claim following a misuse or omission of a code.
The promotional code is for one-time use only and cannot be combined with any other promotional code.
It is impossible for us to credit you with the commercial advantage associated with a code after an order. Consequently, we do not accept any claim following a misuse or omission of a code.
PAYMENT
What payment methods are accepted?
You can choose among several payment methods:
BANK CARD
Credit card, Visa, MasterCard and Maestro.
To purchase by credit card, select "By credit card" when choosing the payment method.
APPLE PAY
To purchase using Apple Pay, select "Buy with Apple Pay" when choosing your payment method.
Fast and secure payment process for your order.
PAYPAL
To purchase using PayPal, select "by PayPal" when choosing the payment method.
PAYMENT IN 3X WITHOUT FEES
At the time of payment, select the option "Payment in 3x without fees". You will be charged the first monthly payment immediately, then the next two monthly payments on D+30 and D+60.
The 3x payment option is valid for any order equal or superior to 200€.
Please note that credit notes issued in store cannot be used on the STELLA FOREST website.
BANK CARD
Credit card, Visa, MasterCard and Maestro.
To purchase by credit card, select "By credit card" when choosing the payment method.
APPLE PAY
To purchase using Apple Pay, select "Buy with Apple Pay" when choosing your payment method.
Fast and secure payment process for your order.
PAYPAL
To purchase using PayPal, select "by PayPal" when choosing the payment method.
PAYMENT IN 3X WITHOUT FEES
At the time of payment, select the option "Payment in 3x without fees". You will be charged the first monthly payment immediately, then the next two monthly payments on D+30 and D+60.
The 3x payment option is valid for any order equal or superior to 200€.
Please note that credit notes issued in store cannot be used on the STELLA FOREST website.
Can I pay in installments?
The payment in 3 times without fees is available from 200 euros of purchase on our site.
How fractional payments work
Make your payments easier with ALMA
How does it work?
By Visa or Mastercard, pay in 3 instalments free of charge thanks to Alma which spreads the amount of the order according to the following information:
1st instalment, on the day of your order: 1/3 of the amount in the basket
2nd instalment: 30 days after your order of 1/3 of the amount in the basket
3rd instalment: 60 days after your order of 1/3 of the amount in the basket
What conditions need to be met in order to be entitled to pay in 3 instalments free of charge by credit card?
You must live in mainland France;
the value of your basket must be between €300 and €2000;
You must be of legal age;
payment must be made using a Visa or Mastercard bank card (excluding Electron, Maestro, e-CB and pre-paid CB cards);
your bank card must be valid within 90 days of your first expiry date;
you must electronically sign by double-clicking a credit agreement that is less than 90 days old, for which you have a withdrawal period of 14 calendar days from the date on which the agreement was concluded;
This "Payment in instalments by bank card" solution is offered when you choose your payment method. You will then be directed to the ALMA service where you will be able to read their Terms and Conditions. All this before proceeding with the Fractional Payment by Credit Card.
The financing is granted by Alma, a simplified joint stock company with capital of 370,307.87 euros (RCS Nanterre 839 100 575), 176 Avenue Charles De Gaulle, 92200 Neuilly-Sur Seine, approved by the ACPR under no. 90786 - Contact: support@getalma.eu
If you have any questions about how this works, please consult the FAQ :
https://support.getalma.eu/hc/fr/categories/360001414839-Consommateur
www.getalma.eu
How does it work?
By Visa or Mastercard, pay in 3 instalments free of charge thanks to Alma which spreads the amount of the order according to the following information:
1st instalment, on the day of your order: 1/3 of the amount in the basket
2nd instalment: 30 days after your order of 1/3 of the amount in the basket
3rd instalment: 60 days after your order of 1/3 of the amount in the basket
What conditions need to be met in order to be entitled to pay in 3 instalments free of charge by credit card?
You must live in mainland France;
the value of your basket must be between €300 and €2000;
You must be of legal age;
payment must be made using a Visa or Mastercard bank card (excluding Electron, Maestro, e-CB and pre-paid CB cards);
your bank card must be valid within 90 days of your first expiry date;
you must electronically sign by double-clicking a credit agreement that is less than 90 days old, for which you have a withdrawal period of 14 calendar days from the date on which the agreement was concluded;
This "Payment in instalments by bank card" solution is offered when you choose your payment method. You will then be directed to the ALMA service where you will be able to read their Terms and Conditions. All this before proceeding with the Fractional Payment by Credit Card.
The financing is granted by Alma, a simplified joint stock company with capital of 370,307.87 euros (RCS Nanterre 839 100 575), 176 Avenue Charles De Gaulle, 92200 Neuilly-Sur Seine, approved by the ACPR under no. 90786 - Contact: support@getalma.eu
If you have any questions about how this works, please consult the FAQ :
https://support.getalma.eu/hc/fr/categories/360001414839-Consommateur
www.getalma.eu
What should I do if I can't make my payment?
If your payment does not go through, check that your card numbers or expiration date are not wrong. Check with your bank to make sure they are not blocking the payment. For security reasons, the customer service does not have access to your bank details.
The STELLA FOREST website is equipped with 3D Secure technology, ensuring optimal security. Thus, you may be asked to enter a password, your date of birth or a dynamic one-time code sent by SMS. For more information, please contact your bank.
The STELLA FOREST website is equipped with 3D Secure technology, ensuring optimal security. Thus, you may be asked to enter a password, your date of birth or a dynamic one-time code sent by SMS. For more information, please contact your bank.
When will I be debited?
Your credit card is debited when your order is validated. An e-mail of validation of payment will be sent to you.
DELIVERY
What delivery times and methods depending on my country?
Can I be delivered abroad?
We currently deliver to the following countries: France, Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Finland, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, Sweden and United Kingdom.
How can I have my order delivered to a Stella Forest boutique?
It is indeed possible to have your order delivered for free in some of our boutiques. This will be proposed to yoú at the time of validating the delivery method of your order. It is the perfect place to receive your orders and try your pieces.
Ps: Our boutiques in Aix en Provence, Bonaparte, Guichard and Bordeaux do not offer this service.
Ps: Our boutiques in Aix en Provence, Bonaparte, Guichard and Bordeaux do not offer this service.
How can I track the delivery of my order?
In order to track your package, we invite you to connect to your personal space using your email address and your personal password. You will then just have to go to the tab "My Orders" 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 is sent to you with the tracking link of your package.
If your order was placed in a guest account, you will have 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.
If your order was placed in a guest account, you will have 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.
What should I do if my order is considered delivered but I have not received it?
Before starting the investigation procedure, please make sure that no family member, neighbor or guardian has received the package for you.
If you were absent for more than 14 days, it is also possible that the package was returned to us after the retention period of the package in your post office was exceeded. In this case, your tracking will mention "Package returned to sender / Unclaimed package".
If you were absent for more than 14 days, it is also possible that the package was returned to us after the retention period of the package in your post office was exceeded. In this case, your tracking will mention "Package returned to sender / Unclaimed package".
What should I do if I don't receive the emails related to the follow-up of my order ?
These emails may be in your "junk" mail or "spam" folder of your email software, which are indeed increasingly sensitive to protect the privacy of their users by identifying emails that are not part of your contacts for example.
We advise you to authorize the HTTPS://WWW.STELLAFOREST.COM/ domain in your anti-spam tool and/or your email program.
We advise you to authorize the HTTPS://WWW.STELLAFOREST.COM/ domain in your anti-spam tool and/or your email program.
How do I change the delivery address of my order?
It is impossible for us to modify the delivery address once the order has been validated. That is why it is very important to check your information and the content of your basket before validating it.
RETURN AND REFUND
Is it possible to make an exchange?
At the moment, it is not possible to exchange an item purchased online on our site. Therefore, we invite you to return the products for a refund and place a new order.
Items purchased online cannot be exchanged in store.
Items purchased online cannot be exchanged in store.
How to make a return ?
- For an order delivered in Metropolitan France or Belgium:
1. Make your return request by clicking on the "Account" link at the top right
2. Once connected, go to the "Orders" area of your customer account and then to the bottom right "Return request" to download your return form
3. Be sure to include this return form in your package to facilitate its processing upon receipt at our warehouse and thus reduce the time required for reimbursement. Without this document, we will not be able to process your return request
4. Download your Colissimo prepaid 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 in another country:
1. Make your return request by clicking on the "Account" link on the top right
2. Once connected, in the "Returns and Refunds" area of your customer account, you can make your return request and download your return form
3. Be sure to include this return form in your package to facilitate its processing upon receipt at our warehouse and thus reduce the time required for reimbursement. Without this document, we will not be able to process your return request
4. Write the following return address on your package:
STELLA FOREST
Service web
17 rue de Palestro
75002 PARIS
France
5. Go to your local post office.
If your order was placed as a guest account, you will need to personalize your password via a forgotten password to log in to your account.
Once connected, there is no difference between a guest account and a classic account.
We remind you that the return is at your charge for any order delivered outside of metropolitan France and Belgium.
1. Make your return request by clicking on the "Account" link at the top right
2. Once connected, go to the "Orders" area of your customer account and then to the bottom right "Return request" to download your return form
3. Be sure to include this return form in your package to facilitate its processing upon receipt at our warehouse and thus reduce the time required for reimbursement. Without this document, we will not be able to process your return request
4. Download your Colissimo prepaid 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 in another country:
1. Make your return request by clicking on the "Account" link on the top right
2. Once connected, in the "Returns and Refunds" area of your customer account, you can make your return request and download your return form
3. Be sure to include this return form in your package to facilitate its processing upon receipt at our warehouse and thus reduce the time required for reimbursement. Without this document, we will not be able to process your return request
4. Write the following return address on your package:
STELLA FOREST
Service web
17 rue de Palestro
75002 PARIS
France
5. Go to your local post office.
If your order was placed as a guest account, you will need to personalize your password via a forgotten password to log in to your account.
Once connected, there is no difference between a guest account and a classic account.
We remind you that the return is at your charge for any order delivered outside of metropolitan France and Belgium.
How do I download my return label?
When you make your return request, it is possible that your browser settings block the generation of the return label which opens in a new tab.
To do this, click on the padlock in the upper left corner next to the website URL and go to the site 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 at: retouronline@laposte.fr
To do this, click on the padlock in the upper left corner next to the website URL and go to the site 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 at: retouronline@laposte.fr
How long does it take to process my return?
Once your package is received by our warehouse, your refund will be made within 15 days directly to the payment card used for the validation of your order. If you have a deferred debit card, the refund will be made under the same conditions as your usual debits.
How long do I have to return a product?
In the event that one of our products does not give you complete satisfaction, you can return any item purchased on our site within 15 days from the date of receipt of your order, without having to justify it, as long as your product is in perfect condition, unworn and unwashed.
After this period, no refund can be made.
I have not received my refund, can you inform me about this?
In the case of a product return or an 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 you to check your credit card statement beforehand. Please also consider the deferred refund period if it was a deferred payment card at the time of payment of the order.
This credit should appear on your account within approximately 1 to 15 business days once the product return has been received or as soon as the incomplete shipment is made.
After all these checks, if you still have not heard from us about your refund, please contact customer service so we can investigate.
We ask you to check your credit card statement beforehand. Please also consider the deferred refund period if it was a deferred payment card at the time of payment of the order.
This credit should appear on your account within approximately 1 to 15 business days once the product return has been received or as soon as the incomplete shipment is made.
After all these checks, if you still have not heard from us about your refund, please contact customer service so we can investigate.
Can I return items purchased online in the boutiques?
For the moment, it is not possible to return items purchased online in a STELLA FOREST boutique.
TECHNICAL QUESTIONS
How do I look after my item?
All the care instructions are listed in the item sheets on the website and on the product labels. We recommend that you strictly follow these instructions.
How do I choose my size?
The Fitle solution, available on all our product sheets, guides you in choosing your size.
Simply enter your height, age and weight and the algorithm will recommend the best size for you. Don't worry, all the information you provide is confidential and will not be passed on or sold to a third party.
What if I lose a button?
Most STELLA FOREST items designed with buttons include an extra button. Unfortunately, we will not be able to ship you new buttons because we do not have stock from previous seasons.
How do I know if an item is available?
As soon as it is possible to add a product in your basket, we have it in stock. Indeed, all the products visible on the STELLA FOREST website are available for sale.
Products that are not in stock but available for pre-order are indicated by a label "pre-order". You can add these products to your shopping cart and your payment will be debited as soon as the item is shipped.
If an item is no longer in stock, we invite you to click on the "Notify me of availability" button on the product page. An email will be automatically sent to you as soon as the product is available again.
Products that are not in stock but available for pre-order are indicated by a label "pre-order". You can add these products to your shopping cart and your payment will be debited as soon as the item is shipped.
If an item is no longer in stock, we invite you to click on the "Notify me of availability" button on the product page. An email will be automatically sent to you as soon as the product is available again.
How to know if an item will be available again?
If an item is no longer in stock, we invite you to click on the "Notify me of availability" button on the product page. An email will be automatically sent to you as soon as the product is available again.
How do I know if the photos of my item are contractual?
All the photographs of the products are taken by confirmed professionals, so that you have the most precise vision of the product as possible.
TIP AND SERVICES
How can I find the Stella Forest boutique nearest me?
For all the information about our boutiques, in the "Our Boutiques" section.
For all the new openings and the boutique events, register you with our newsletter to be informed in preview.
For all the new openings and the boutique events, register you with our newsletter to be informed in preview.
What browsers should I use to access the Stella Forest website correctly?
The STELLA FOREST website is available on Microsoft Edge as well as on all versions of Mozilla Firefox, Google Chrome, Safari and Opera.
How do you manage my personal data?
In accordance with the General Regulation on Data Protection - RGDP of June 20, 2018, STELLA FOREST is committed to protecting your personal data as best as possible.
STELLA FOREST is required to collect and process this data in particular for the purpose of managing our customer relationship and sending direct communication to essentially respect the execution of orders.
This data is only intended for the services in charge of customer relations (sales and marketing department, customer service), as well as external service providers we use. It will be kept for 3 years from your last interaction on the eshop site.
In accordance with the regulations applicable to personal data, you have the right to access, rectify, delete or limit the processing of your personal data, as well as their portability. You can exercise this right by contacting our Customer Service on our website, under the heading "contact us", or by mail, at STELLA FOREST - Customer Service: 17 rue de Palestro - 75002 Paris.
STELLA FOREST is required to collect and process this data in particular for the purpose of managing our customer relationship and sending direct communication to essentially respect the execution of orders.
This data is only intended for the services in charge of customer relations (sales and marketing department, customer service), as well as external service providers we use. It will be kept for 3 years from your last interaction on the eshop site.
In accordance with the regulations applicable to personal data, you have the right to access, rectify, delete or limit the processing of your personal data, as well as their portability. You can exercise this right by contacting our Customer Service on our website, under the heading "contact us", or by mail, at STELLA FOREST - Customer Service: 17 rue de Palestro - 75002 Paris.
AFTER-SALES SERVICE
How can I contact the customer service by phone?
Thank you for your order.
We are happy to answer any questions you may have and are available from Monday to Friday from 10am to 1pm and 2pm to 5pm.
We are happy to answer any questions you may have and are available from Monday to Friday from 10am to 1pm and 2pm to 5pm.
What to do in case of damaged item(s)?
We thank you for your order and regret this incident.
You have 15 days from the date of receipt of your order to report any problem of conformity of the products received.
In case of defective products found by STELLA FOREST, a prepaid return label will be sent to you by email so that you can return the product.
You have 15 days from the date of receipt of your order to report any problem of conformity of the products received.
In case of defective products found by STELLA FOREST, a prepaid return label will be sent to you by email so that you can return the product.
What to do in case of an incomplete order?
Contact the customer service via the "contact us" form on the website.
After verification, the product will be sent at our expense or reimbursed if out of stock.
After verification, the product will be sent at our expense or reimbursed if out of stock.
What should I do if one or more items in my order do not correspond to the one(s) ordered?
Contact customer service via the "contact us" form on the site. The customer service will contact you to give you the modalities of return.
After verification, the product will be replaced and reshipped at our expense or reimbursed if out of stock.
After verification, the product will be replaced and reshipped at our expense or reimbursed if out of stock.
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