Delivery and return policy
DELIVERY
What are the delivery times and methods depending on my country?
France:
Home delivery via Colissimo
-Free delivery is offered for purchases over 250 euros.
-24 to 48 hours after your order has been shipped*
Delivery to a collection point
- Delivery is free for purchases over 250 euros.
- 2 to 3 business days after your order has been shipped *
- Your parcel will be held for 3 to 5 days at relay points or post offices and for 3 days at pick-up stations
* Please note that during collection launches and promotional events, order processing times are longer. Please allow 5 to 10 business days after your order is confirmed.
Delivery available in Europe, Switzerland and the United Kingdom.
Home delivery via Colissimo
- 3 to 4 days after your order has been shipped*
Delivery to a collection point
- 2 to 3 business days after your order has been shipped *
- Your parcel will be held for 3 to 5 days at relay points
* Please note that during collection launches and promotional events, order processing times are longer. Please allow 5 to 10 business days after your order is confirmed.
Home delivery via Colissimo
-Free delivery is offered for purchases over 250 euros.
-24 to 48 hours after your order has been shipped*
Delivery to a collection point
- Delivery is free for purchases over 250 euros.
- 2 to 3 business days after your order has been shipped *
- Your parcel will be held for 3 to 5 days at relay points or post offices and for 3 days at pick-up stations
* Please note that during collection launches and promotional events, order processing times are longer. Please allow 5 to 10 business days after your order is confirmed.
Delivery available in Europe, Switzerland and the United Kingdom.
Home delivery via Colissimo
- 3 to 4 days after your order has been shipped*
Delivery to a collection point
- 2 to 3 business days after your order has been shipped *
- Your parcel will be held for 3 to 5 days at relay points
* Please note that during collection launches and promotional events, order processing times are longer. Please allow 5 to 10 business days after your order is confirmed.
Can I have my order 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 to some of our stores is available. This option will be offered when you select your delivery method. It's the perfect place to pick up your order and try on your items.
How can I track the delivery of my order?
To track your package, please log in to your personal account using your email address. A unique code will be sent to you by email to access your account. Then, simply go to the "My Orders" tab, find the relevant order, and click "View Order." We also want you to know that as soon as your order is shipped, you will receive an email with a tracking link.
What should I do if my order is marked as delivered but I haven't received it?
Before initiating the investigation process, please ensure that no member of your family, neighbor, or caretaker 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 deadline for holding the package at your post office had passed.
If you were away for more than 14 days, it is also possible that the package was returned to us after the deadline for holding the package at your post office had passed.
What should I do if I am not receiving emails related to the tracking of my order?
These emails may be found in your "junk" mail or your "spam" folder of your email software; these are indeed increasingly sensitive to protecting the privacy of their users by identifying emails that are not part of your contacts, for example.
We advise you to allow the domain HTTPS://WWW.STELLAFOREST.FR/ in your anti-spam tool and/or your email.
We advise you to allow the domain HTTPS://WWW.STELLAFOREST.FR/ in your anti-spam tool and/or your email.
How do I change the delivery address for my order?
We cannot change the delivery address once the order has been validated, which is why it is very important to check your information and the contents of your basket before validating it.
BACK
Is it possible to exchange my item(s)?
Currently, it is not possible to exchange items purchased online from our website. Therefore, we invite you to return the products for a full refund and then place a new order.
How do I make a return?
You have 14 days from the date of receipt of your order to print your return label and send back one or more items to us by mail. All returns by mail are at your expense: €5 will be deducted from your refund.
- For orders delivered in mainland France/Belgium:
1. Submit your return request by clicking on the " Returns & Exchanges " link located at the bottom of the page, in the "Customer Service" section.
1. Submit your return request by clicking on the " Returns & Exchanges " link located at the bottom of the page, in the "Customer Service" section.
Please provide your postal code and order number, then follow the steps on our returns portal.
- For orders delivered outside mainland France/Belgium:
1. Submit your return request by clicking on the "Account" link in the top right corner
2. Once logged in, in the "Returns and refunds" section of your customer account, you will be able to submit your return request.
- For orders delivered outside mainland France/Belgium:
1. Submit your return request by clicking on the "Account" link in the top right corner
2. Once logged in, in the "Returns and refunds" section of your customer account, you will be able to submit your return request.
3. Once validated by us, please send your package using the return address below:
STELLA FOREST
Web Service
17 Rue du Bois Moussay
Cell 3
93240 STAINS
FRANCE
4. Go to your post office to drop off the package.
4. Go to your post office to drop off the package.
What are the processing times for my return?
Once your package is received at our warehouse, your refund will be processed within 15 days directly to the payment card used to place your order. If you have a deferred debit card, the refund will be processed under the same conditions as your usual charges.
What are the deadlines I have to return my item(s)?
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, provided that your product is in perfect condition, unworn and unwashed.
After this deadline, no refund can be issued.
After this deadline, no refund can be issued.
What should I do if I haven't received my refund?
In the case of a product return or incomplete shipment, a refund is normally issued 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, please remember the deferred refund period if you used a deferred payment card at the time of order payment.
This credit should appear in your account within approximately 1 to 15 business days once the returned product has been received or as soon as the incomplete shipment has been made.
After all these checks, if you still haven't heard about your refund, please contact customer service so we can start an investigation.
We ask that you carefully check your bank card statement beforehand. Also, please remember the deferred refund period if you used a deferred payment card at the time of order payment.
This credit should appear in your account within approximately 1 to 15 business days once the returned product has been received or as soon as the incomplete shipment has been made.
After all these checks, if you still haven't heard about your refund, please contact customer service so we can start an investigation.
Can I return items purchased online to a store?
At the moment, it is not possible to return items purchased online to a STELLA FOREST store.