FAQ

Q: What payment methods does The Stell accept?

A: We accept Visa, Mastercard, American Express, and Discover.  We also accept payment through Apple Pay and PayPal.

Q: Does The Stell ship overseas?

A: We are working hard to add international ordering capabilities to our website. In the meantime, if you are interested in placing an order for shipment outside of the United States (and/or using a credit card with a billing address that is outside of the United States), please drop us a line at hello@thestell.com.

A: We package multiple shipments at once and issue you a tracking number as soon as your package is ready for carrier pick up. It may take a few hours for your number to register on the carrier website. If your label is created after 3 pm, your package will be picked up on the following day. 

  • Pick ups occur: Monday - Friday, 9 am - 3 pm EST (Sometimes Saturday)

Q: You've sent my tracking number, but it's not showing up. What is the status of my package?

 

 

A: Please allow up to 3 business days for your order to ship. Your package will ship with FedEx Ground, FedEx SmartPost® or USPS Priority Mail unless otherwise specified or requested. Use the tracking number sent to you to track your package and for more detailed information. 

Q: How long will it take for me to receive my package?

Q: What is The Stell return policy?

A: We accept returns or exchanges of unused, unwashed and undamaged items (except those designated “final sale”) within 21 days of purchase. Items must be returned in the original packaging, including any boxes and other packaging materials.

Return shipping is $5.95 for all eligible items if returned within 21 days of purchase. Email us with your order number and we will issue you a prepaid label. 

For an item to be eligible for return, the following must apply:

  • The item must be unused, unworn, unwashed, and undamaged.
  • The item must have all original tags attached.
  • Beauty products that are opened and used and not eligible for return. However, items that are not used can be returned for store credit.
  • Custom orders are final sale and not eligible for return.

We cannot accept returns of personalized, or special-order items, or of items damaged through normal wear and tear. For more on returns, click here.

Q: What is The Stell's exchange policy?

A:  Exchanges are accepted with the same policies that apply to returns. Exchanges must be of equal or greater value. Return shipping is $5.95 for all eligible items if returned within 21 days of purchase. 

  • Send us an email to hello@thestell.com with your order number and item(s) you would like to exchange. We will email you a prepaid return label. 
  • Repackage the item(s) you would like to return along with the completed return slip. 
  • Place the prepaid  return label on the outside of the box you’ll ship back to us.
  • Drop off your shipment at a USPS/FedEx Store (find your nearest store at www.usps.com / www.fedex.com) or at any USPS/FedEx facility.
  • As soon as we receive your return, we’ll let you know in an e-mail that your exchange is processed within 3 days. 
  • We are not responsible for return packages that are lost in transit. 

Q: How do I return an item to The Stell?

A:  To return an item, follow the instructions below.

  • Send us an email to hello@thestell.com with your order number and item(s) you would like to return. We will email you a prepaid return label. 
  • Repackage the item(s) you would like to return along with the completed return slip.
  • Place the prepaid return label on the outside of the box you’ll ship back to us.
  • Drop off your shipment at a USPS/FedEx Store (find your nearest store at www.usps.com / www.fedex.com) or at any USPS/FedEx facility.
  • As soon as we receive your return, we’ll let you know in an e-mail and make sure that your refund is processed within 5 days.
  • We are not responsible for return packages that are lost in transit. 

It may take up to 14 business days from the date we process your refund for it reflect on your original form of payment. For more on returns, click here.