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Shipping & Returns

STELLA by Stella McCartney ships via DPD to UK, Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles addresses only.

The prices of the products displayed on the Sites do not include shipping costs. The method and amount of shipping costs are specified during the ordering process before you confirm the order.

Delivery is offered for free for any order exceeding £25 excluding taxes.

STELLA by Stella McCartney may modify, at any time, our offered shipping methods.

Orders will be shipped once the Customer’s method of payment has been verified and the payment successfully processed.

STELLA by Stella McCartney currently utilises:

For the United Kingdom:

Delivery

 Cost

Delivery Time

UK Next Day Delivery (DPD)

£4.95

1-2 Business Days


For Northern Ireland, Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles:

Delivery

 Cost

Delivery Time

Two Days Delivery (DPD)

£4.95

2-3 Business Days

 

Delivery time shall begin when the order confirmation email is sent. Once the order has been shipped, the Customer will receive an email informing him/her of the shipment of his/her order. Orders must be placed by 5:00 pm London, UK time Monday to Friday (excluding holidays) to ensure same-day processing. Orders received on Friday after 5:00pm UK time, Saturday, Sunday and federal holidays will be processed, the following business day and then delivery time will be applied. Any delay in delivery or non-delivery must be reported as soon as possible via our contact us form here

As the delivery is carried out by a third-party service provider, to the maximum extent allowed by law, STELLA by Stella McCartney is not responsible for the non-performance or poor performance of the carrier including, but not limited to, delayed delivery.

Unless otherwise indicated, STELLA by Stella McCartney is only able to ship to one shipping address per order. If the Customer would like to ship to multiple addresses, separate orders shall be placed for each unique address. The Customer shall ensure that his/her address is correct. Once in transit, STELLA by Stella McCartney cannot redirect shipments to a new or different address. If the Customer order is returned for an invalid or incorrect address the order will be returned to stock and the order refunded less any shipping charges.

Each parcel contains a delivery voucher which mentions the conditions and possible ways to return the Products received. for more information please visit the delivery section in the Terms and Conditions here

RECEIPT OF THE PRODUCTS

On receipt of the Products, the Customer undertakes to check the good condition of packaging and the conformity of the Products delivered with the order and inform STELLA by Stella McCartney of any error, damage to packaging, or non-arrival as soon as possible.

In the event that the Customer reported a missing product or a delivery delay, STELLA by Stella McCartney will make enquiry with DPD.

In case of a missing product, should said product be found before the indicated delivery date, the product will be redirected to the delivery address specified in the order form.

If the order or the missing product has not been delivered after the indicated delivery date the Customer shall write to STELLA by Stella McCartney via the contact form available on the Website.

If the delivery is not carried out within a reasonable additional time, the Customer has the possibility to cancel the Contract by making a statement to that effect, by any means including email or using the contact form available on the Website. The Contract shall be deemed to be cancelled upon receipt by STELLA by Stella McCartney of the Customer's request informing of his/her decision (unless STELLA by Stella McCartney has performed in the meantime). In such a case, all the sums paid by the Customer (including delivery charges) will be returned to the Customer as a reimbursement as soon as possible and no later than fourteen (14) days from the date on which the Contract was cancelled.

RIGHT TO CANCEL AND PRODUCTS RETURN

For any reason whatsoever the Customer may exercise his/her right to cancel within fourteen (14) days from the date of the Customer’s receipt of the parcel, as provided in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If STELLA by Stella McCartney sends to the Customer multiple products from one order in separate parcels, these fourteen (14) days will start to run on the date the Customer receives the last parcel forming part of his/her order.

To exercise his/her right to cancel, the Customer must make a clear statement to that effect, whether this be by email or using the contact us form on the Website. The Customer may also use the Model Cancellation Form produced at schedule 1 of these General Terms and Conditions of Sales (although he/she is not obliged to do so).

STELLA by Stella McCartney shall acknowledge receipt of the cancellation without delay by sending an email to the Customer.

As from the exercise of his/her right to cancel, the Customer shall have an additional fourteen (14) days period to return the Products ordered.

Unsealed, open and/or used products shall not be accepted for return for hygiene and health protection reasons.

The Customer must return the Products in perfect condition and in original packaging, unopened, so that the Products can be remarketed, following the procedure described on the return form attached to the parcel (address provided in the return form). The Products must be returned accompanied by the return form duly completed, which has been sent with the parcel.

If the Customer is entitled to return Products under the conditions above, the Customer may return his/her order free of charge via DPD by using the DPD label contained in the parcel. If the Customer does not return his/her order via DPD, STELLA by Stella McCartney will be unable to reimburse the Customer for the cost of making the return, except in case of a non-conformity of the Products delivered with the ordered ones (in such case, costs of return shall be borne by STELLA by Stella McCartney). The Customer shall be responsible for any and all risks linked to the return of the Product(s).

If the above conditions are fulfilled, STELLA by Stella McCartney shall reimburse to the Customer the total amount paid at the order of the returned Products, using the same manner as the payment for the order, excepted the costs of return, within a maximum period of fourteen (14) days from receipt of the return voucher, or – at the latest – from the most recent of the following dates: the day on which STELLA by Stella McCartney receives the returned Products, or the day on which the Customer provides STELLA by Stella McCartney with proof of expedition of the Products concerned by the exercise of the Customer’s right to cancel, whichever of these days occurs first.

In the event that the Customer has expressly chosen a method of delivery more expensive than the standard delivery method proposed by STELLA by Stella McCartney, the additional costs shall not be reimbursed and shall be borne by the Customer.

In case of a partial return of Products, the sole price of the returned Products shall be reimbursed by STELLA by Stella McCartney excluding the delivery costs, insofar as the Customer has benefited from the delivery service for the items kept and the delivery rates do not change depending on the volume ordered.

IF THERE IS A PROBLEM WITH THE PRODUCTS

STELLA by Stella McCartney is under a legal duty to supply Products that are in conformity with the Contract. The box below shows a summary of the Customer’s key legal rights in relation to Products purchased on the Website. Nothing in these terms will affect the Customer’s legal rights.

If a Product that purchased by a Customer does not conform to the information provided about the Product on the Website, or if the Product has a defect – such as damaged packaging – you may return the Product. Returns of defective products is subject to the following conditions:

The Customer must inform STELLA by Stella McCartney beforehand of the defect and its intention to return the defective Product by emailing us at hello@stellamccartneybeauty.com giving details of the alleged defect (photos, written explanations…).

Once approved, STELLA by Stella McCartney’s Customer Service will send the Customer an email with the authorization return form and all the return information. A prepaid return label will also be sent to the Customer in case of defective Products. The Customer will have to stick the pre-paid return label on the packaging and send it to the address communicated by STELLA by Stella McCartney’s Customer Service.

The defective Product must be returned in its original condition, with the original labels, and accompanied by the original packaging and the delivery note.

If STELLA by Stella McCartney deems the returned Product to be defective, two options might be offered:

  • If the Product returned is still available/ in stock, STELLA by Stella McCartney will propose to send a new product to the Customer. The cost of a new delivery will be on STELLA by Stella McCartney;
  • If the Product is not available anymore or if the Customer prefers an immediate refund, STELLA by Stella McCartney will refund the defective Product and the delivery costs to the original method of payment, within a maximum of fourteen (14) days upon receipt of the Product, to the exclusion of any other compensation.

 Under no circumstances will STELLA by Stella McCartney honor a refund request made in store if the product was purchased online.