Refund policy
We understand that sometimes an order may not work out as expected. Esther Stella offers a process for eligible returns and exchanges, subject to the conditions below.
Starting a Return or Exchange
Before sending an item back, please contact our customer service team at:
estherstell@gmail.com
Your request should include:
- Your order number
- The product concerned
- Whether you are requesting a return or exchange
- A short explanation of the issue
- Photos where relevant
Please do not return a package without contacting us first.
A return sent without prior authorization may not be accepted or may experience significant processing delays.
Condition of Returned Products
For a standard return or exchange, products should generally:
- Be in unused condition
- Show no signs of intentional damage
- Include the original product packaging where reasonably possible
- Include any parts, accessories, manuals, or components originally supplied
- Be accompanied by valid proof of purchase
Items that are used, altered, washed, damaged after delivery, or missing essential components may not qualify.
Non-Returnable Items
Certain products may not be eligible for return or exchange.
Examples may include:
- Personalized products
- Customized products
- Hygiene-sensitive items after opening
- Items specifically marked as final sale
- Products that cannot safely be resold after use
This does not affect any non-waivable rights available under applicable law.
Incorrect or Damaged Orders
If you receive an item that is damaged, defective, or different from the item you ordered, contact us as soon as reasonably possible.
Email:
Please include photographs showing the product, packaging, and any visible damage where possible.
Once we review the information, we may offer an appropriate solution such as:
- Replacement
- Exchange
- Partial refund
- Full refund
The available solution may depend on the circumstances and product condition.
Exchanges
Eligible products may be exchanged where replacement stock is available.
If the requested replacement item is unavailable, we may offer another available resolution, including a refund where appropriate.
Customers may be responsible for return shipping for exchanges that are not caused by an error or defect on our part.
Return Shipping Costs
If you return an item because you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs may be your responsibility unless otherwise required by law.
Where the return is due to an error attributable to Esther Stella, we will review the situation and determine the appropriate return arrangement.
Refunds
Approved refunds are normally issued through the original method of payment.
After a refund is submitted, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
Shipping fees may not be refundable unless required by law or unless the issue resulted from an error on our part.
Cancelling an Order
If you need to cancel or change an order, email us as quickly as possible.
We will make a reasonable effort to help before the order enters fulfillment.
Once an order has already been packed, processed, or shipped, cancellation may no longer be possible.
Returned or Rejected Deliveries
If a parcel is returned because the address was incorrect, the recipient could not be reached, or delivery was refused, additional shipping costs may apply if the customer requests redelivery.
Where permitted, non-recoverable shipping charges may be deducted from a refund.
Return & Exchange Contact
For assistance, contact: