FREQUENTLY ASKED QUESTIONS
ONLINE SHOPPING
HOW DO I TRACK THE STATUS OF MY ORDER?
WHILE YOUR ORDER IS BEING PACKED AND PROCESSED, YOU’LL SEE ‘IN PROGRESS’ IN YOUR ORDER HISTORY. ONCE YOUR ORDER HAS BEEN SHIPPED, WE WILL SEND A SHIPPING CONFIRMATION EMAIL TO LET YOU KNOW. THIS WILL INCLUDE A TRACKING LINK FOR YOUR PARCEL, SO YOU CAN FOLLOW ITS PROGRESS FROM US TO YOU.
WHAT PAYMENT OPTIONS DO YOU OFFER?
OUR STORE ACCEPTS FOLLOWING PAYMENTS:
- VISA
- MASTERCARD
- AMERICAN EXPRESS
- MAESTRO
- BANCONTACT
- IDEAL
THE ITEM I WANT TO ORDER IS OUT OF STOCK. WILL THERE BE A RESTOCK?
RESTOCKS ARE NOT VERY COMMON AT STEF SERIES. IF WE DO GET A RESTOCK OF A CERTAIN ITEM, IT WILL REAPPEAR ON OUR WEBSITE OR YOU COULD REQUEST TO BE NOTIFIED ON THE PRODUCT PAGE SO YOU'LL BE THE FIRST TO KNOW!
HOW WILL I KNOW MY SIZE?
EACH PRODUCT PAGE RECOMMENDS ON SIZE & FIT AND HAS A LINK TO THE PRODUCT'S SIZE CHART.
FOR OUR GENERAL SIZE GUIDE CLICK HERE.
IF YOU'RE UNSURE, PLEASE FEEL FREE TO CONTACT US FOR PRODUCT AND SIZING RECOMMENDATIONS.
FREQUENTLY ASKED QUESTIONS
MY ACCOUNT
HOW DO I UNLOCK MY ACCOUNT?
IF YOU HAVE FORGOTTEN YOUR PASSWORD OR HAVE BEEN LOCKED OUT OF YOUR ACCOUNT, YOU CAN REQUEST A RESET LINK HERE. FEEL FREE TO CONTACT US IF YOU NEED ANY FURTHER ASSISTANCE.
HOW DO I DELETE MY ACCOUNT?
WE WILL ONLY KEEP YOUR DATA AS LONG AS YOU ARE AN ACTIVE CUSTOMER. HOWEVER, IF YOU WISH TO DELETE YOUR ACCOUNT OR REVOKE CONSENT, PLEASE VISIT OUR PRIVACY NOTICE PAGES FOR FURTHER INFORMATION.
CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?
CHECKING OUT AS A GUEST IS POSSIBLE. IF YOU DO DECIDE TO CREATE AN ACCOUNT, YOU WILL BE ABLE TO SAVE SHIPPING AND BILLING ADDRESSES IN THE ADDRESS BOOK, VIEW YOUR ORDER HISTORY, AND FIND TRACKING NUMBERS FOR CURRENT ORDERS.
FREQUENTLY ASKED QUESTIONS
SHIPPING
WHERE DO YOU SHIP?
STEF SERIES OFFERS STANDARD DELIVERY TO BELGIUM, THE NETHERLANDS, GERMANY, UK AND FRANCE AND LUXEMBOURG.
PLEASE CAREFULLY READ THE FOLLOWING INFORMATION BEFORE PLACING AN ORDER.
WHEN WILL MY ORDER BE SHIPPED?
WE USUALLY PROCESS ORDERS WITHIN 1-5 BUSINESS DAYS OF RECEIVING THEM.
YOU WILL RECEIVE AN EMAIL WITH YOUR TRACKING INFORMATION ONCE YOUR ORDER HAS BEEN PROCESSED. PLEASE NOTE, IT MAY TAKE UP TO 24 HOURS FOR THE TRACKING INFORMATION TO BE UPDATED.
PLEASE NOTE ORDERS ARE NOT PROCESSED OR SHIPPED OVER THE WEEKEND OR DURING BELGIAN HOLIDAYS.
WHEN WILL MY ORDER ARRIVE?
DEPENDING ON THE SHIPPING COUNTRY, ORDERS ARE SHIPPED VIA DIFFERENT CARRIERS. PLEASE ALLOW 1 TO 7 WORKING DAYS FOR DELIVERY AFTER RECEIVING YOUR SHIPMENT EMAIL FOR EUROPEAN ORDERS, AND 3 TO 14 WORKING DAYS FOR INTERCONTINENTAL ORDERS.
THE DELIVERY TIMES MENTIONED ABOVE ARE ONLY AS A GUIDANCE AND DO NOT ACCOUNT FOR POSSIBLE DELAYS CAUSED BY PAYMENT AUTHORIZATION, STOCK AVAILABILITY, AND/OR CUSTOMS DELAYS.
CAN I STILL CHANGE / CANCEL MY ORDER?
WE ARE UNABLE TO MAKE CHANGES ONCE AN ORDER HAS BEEN PLACED.
PLEASE CONTACT US AT INFO.STEFSERIES@GMAIL.COM AND WE WILL SEE WHAT WE CAN DO FOR YOU.
FREQUENTLY ASKED QUESTIONS
RETURNS
AM I ELIGIBLE FOR A RETURN?
WE ACCEPT RETURNS OF UNWASHED AND UNWORN MERCHANDISE WITH TAGS ATTACHED. RETURN SHIPPING COSTS ARE THE CUSTOMER’S RESPONSIBILITY.
STEF SERIES HAS A 14-DAY RETURN POLICY: YOU HAVE 14 CALENDAR DAYS FROM WHEN YOUR ORDER IS DELIVERED TO SHIP IT BACK TO OUR RETURN CENTER FOR A REFUND OR EXCHANGE.
KINDLY NOTE THAT IF THE ORDER IS NOT SHIPPED 5 DAYS AFTER RECEIVING THE RETURN APPROVAL, THE ORDER WILL NOT BE ACCEPTED AS A RETURN.
UNFORTUNATELY, WE CANNOT ACCEPT RETURNS ON SALE ITEMS, GIFT CARDS AND ACCESSORIES.
HOW DO I START A RETURN?
TO START A RETURN, YOU CAN CONTACT US AT INFO.STEFSERIES@GMAIL.COM.
IF YOUR RETURN IS ACCEPTED, WE WILL SEND YOU INSTRUCTIONS VIA EMAIL ON HOW AND WHERE TO SEND YOUR PACKAGE.
ITEMS SENT BACK TO US WITHOUT FIRST REQUESTING A RETURN WILL NOT BE ACCEPTED.
AFTER THE PRODUCT IS RETURNED, YOU RECEIVE A REFUND.
DAMAGES & ISSUES
PLEASE INSPECT YOUR ORDER UPON RECEPTION AND CONTACT US IMMEDIATELY IF THE ITEM IS DEFECTIVE, DAMAGED OR IF YOU RECEIVE THE WRONG ITEM, SO THAT WE CAN EVALUATE THE ISSUE AND MAKE IT RIGHT.
EXCHANGES
THE FASTEST WAY TO ENSURE YOU GET WHAT YOU WANT IS TO RETURN THE ITEM YOU HAVE, AND ONCE THE RETURN IS ACCEPTED, MAKE A SEPARATE PURCHASE FOR THE NEW ITEM.
EXCEPTIONS / NON-RETURNABLE ITEMS
ITEMS NOT PURCHASED THROUGH OUR WEBSHOP, SALE ITEMS OR GIFT CARDS UNFORTUNATELY CANNOT BE REFUNDED.
DO YOU OFFER REFUNDS?
WE WILL NOTIFY YOU ONCE WE’VE RECEIVED AND INSPECTED YOUR RETURN, AND LET YOU KNOW IF THE RETURN WAS APPROVED OR NOT. IF APPROVED, YOU’LL BE AUTOMATICALLY REFUNDED BY BANK TRANSFER OR YOUR ORIGINAL PAYMENT METHOD WITHIN TEN BUSINESS DAYS.
PLEASE REMEMBER IT CAN TAKE SOME TIME FOR YOUR BANK OR CREDIT CARD COMPANY TO PROCESS AND POST THE REFUND.
STILL HAVE QUESTIONS? WE'RE HAPPY TO HELP! PLEASE EMAIL US AT INFO.STEFSERIES@GMAIL.COM AND WE WILL GET BACK TO YOU WITHIN 24 HOURS.