Shipping Policy

INTERNATIONAL SHIPPING:

We do not have control over customs and therefore cannot be held responsible for delays caused by customs. Tracking information will be made available to you as soon as it is made available to us.

ESTIMATED SHIPPING TIMES (does not include weekends/public holidays)

  1. USA ~ 3 to 7 business days (tracking system available)
  2. Rest of the world ~ 7 to 21 business days (tracking system available varies)

Delayed delivery - in very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there are no tracking updates for more than 30 business days.

This may especially be true during the busier holiday seasons (November to December), during promotions or other instances.

PROCESSING TIME VS SHIPPING TIME

Please note that the processing time (1 to 3 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 3 to 4 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).

After your order has been processed, our shipping company will prepare your package for dispatch. An email with your online tracking information will be available on our website. Processing Time - in very rare instances, may take longer than the expected time frame. During busy times like holidays, promotions or other instances processing time may take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.

CANCELING AN ORDER

Once an order is placed, it cannot be canceled for a minimum of one hour as it may have begun the processing period.

Please feel free to email our support team at support@stellasway.store as soon as possible if you'd like to cancel an order that you have just placed.

UNCLAIMED ORDERS                                                                                    

We are not responsible for any packages returned to us as refused, unclaimed, deliverable, or due to an incorrect or insufficient address.

If you notice an incorrect or insufficient address when receiving your confirmation email, please notify our support team as soon as possible at support@stellasway.store with the updated information.

Once we process the order, we are unable to change the address and we are not to be held responsible for incorrect or insufficient addresses.

REFUND POLICY

We typically do not offer refunds on our products as we clearly state the estimated shipping time for all products. We also reference estimated shipping times in our product descriptions. It is the customer’s responsibility to read this information prior to placing orders. If your product arrives damaged, please reach out to our support team at support@stellasway.store and provide photos of the damaged item including receipt or proof of purchase.

CUSTOM / DUTY FEES

Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions customs agents may delay delivery of some packages due to circumstances beyond our control.

SEPARATE PACKAGES

In some instances, an order may be split into different packages for any of the following reasons:

- Certain items may be on backorder

- Weight restrictions for regular shipping imposed by the post office

- Different designers/warehouse location (we work from multiple warehouses to bring you the best selections at affordable prices).

HOLIDAY SEASON

Due to the high volume of sales during the months of October, November, and December, our shipping times may vary. We ask that you remain patient as we strive to provide our customers with a quality shopping experience.

We thank you for being a loyal customer.

StellaSway Support Team