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We want you to be pleased with your purchase at Stella and Sylvia for this reason if you are not happy with your order, you may return it within 14 days of receiving the order. Please ensure that the item is in its original condition with tags attached. To initiate a return, please get in touch our team on our Contact page. 

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Stella and Sylvia Returns/Refund Policy ​

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At Stella and Sylvia, we want you to be satisfied with every order with us. If something doesn’t fit, wasn’t what you expected, or there’s an issue with your item, we’re here to help make the return process smooth and easy!

 

1. Your Rights as a Shopper

We want to make sure you feel confident shopping with us. Under UK law (the Consumer Rights Act 2015), your purchases are protected. This means your clothes should be:

• In good condition – no unexpected issues or defects.

• Fit for purpose – they should do what they’re designed to do (i.e., make you look and feel amazing!).

• As described – what you ordered should be exactly what arrives.

If something isn’t right with your order, you’re entitled to a refund, repair, or replacement.

 

2. Returns for Faulty Items

We’re really sorry if something’s wrong with your item! Here’s what you can do:

• You have 30 days from the day you receive your order to request a full refund if the item is faulty.

• If it’s been longer than 30 days but less than six months, we’ll offer to repair or replace it for you.

• If we can’t fix the issue, we’ll give you a refund or an appropriate discount.

 

3. Changed Your Mind? (For Online Orders)

Not quite what you wanted? No worries. If you’ve ordered online, you have 14 days from the day after your package arrives to let us know you want to return it.

Here’s how it works:

• Once you notify us that you want to return your item(s), you have another 14 days to send them back.

• When we get your return, we’ll process your refund within 14 days – including the cost of the original delivery (standard shipping only).

Important exceptions:
We do our best to offer easy returns, but please note that some items can’t be returned due to hygiene or personalisation. These include:

• Items that have been worn or washed (unless faulty).

• Personalised or custom-made items.

• Underwear, swimwear, and other intimate items if the hygiene seal is broken.

 

4. Return Shipping Costs

• If your item is faulty or we’ve made a mistake with your order, we’ll cover the cost of returning it.

• If you’re returning something just because it wasn’t quite right (wrong size, changed your mind, etc.), you’ll need to cover the cost of sending it back to us.

 

5. How We Process Refunds

• We’ll refund you using the original payment method, unless we’ve agreed on something else.

• Your refund will be processed as soon as we receive the returned items, and it will be back in your account within 14 days.

 

6. What You Need to Do to Return an Item

To return an item, just follow these simple steps:

1. Email us at [Customer Service Contact Information] with your order number and the reason for the return.

2. We’ll send you instructions on how to send your item back to us.

3. Package the item securely (ideally in the original packaging)

That’s it! Once we’ve received the item, we’ll process your refund or exchange.

 

7. Non-Refundable Items

Certain items can’t be returned unless they’re faulty. These include:

• Gift cards.

• Final sale or clearance items.

• Items that have been worn, washed, or damaged by you.