Returns & Exchanges
Your satisfaction is our top priority.
If you have a problem with a product or our service, just let us know and we will work with you to resolve the issue. You can contact us at email@example.com
We gladly accept returns within 3 days of receipt for most items in new condition. We invite you to check your order upon receipt. If 3 days have gone by since your received the item(s), unfortunately we can't offer you a refund or exchange.
- Please contact us at firstname.lastname@example.org, indicating the item(s) you would like to return and reason, indicating the details of your number and date of order, and attaching photo of the damage.
- To be eligible for a return, your item(s) must be unused and in the same condition that you received it. It must also be in the original packaging. Ship item(s) back to us within 7 days of delivery.
- Most returns are processed within 10 business days after we receive your package.
We do not issue the refund if:
- Your order did not arrive due to the factors within your control (i.e. providing the wrong shipping address).
- Your order did not arrive due to exceptional circumstances outside the control of Stella Carena (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of Stella Carena (i.e. lost packages).
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
Note: Item(s) with non-returnable marks cannot be returned.
Note: Free gift(s) cannot be returned.
Please be advised that shipping fee and express shipping fee are non-refundable.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Earrings (these can't be returned due to hygiene reasons)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Please do not send your purchase back to the manufacturer.
Please contact us at "Contact Us" page or email us at: email@example.com if you wish to return any items to the return address. You will receive a response as soon as possible.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Note: Due to large quantities of shipments on Black Friday, Public Holidays and engaged periods, there will be a two-week delay in the return process. Please be patient and we apologize for the inconvenience.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The exact time can vary and is subject to the individual payment provider.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
To return your product, you should mail us on: firstname.lastname@example.org
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For international returns please mark clearly "Returned goods - No commercial value".
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $35, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.