FAQs

Welcome to our support portal

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  Reward Points

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  Returns

Frequently Asked Questions

1. How do I get enrolled in the loyalty program?
   All accounts are automatically entered into the loyalty program. The only condition to earn and spend points is that you must be logged into your account when placing orders.
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2. What is the value of each point?
   Each point is equivalent to a €1 discount for users at the "General" status level.
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3. How do I return my item? Do I need to fill out a form?
   You do not need to fill out any forms, print any email or write any handwritten brief to us! Simply pack the item securely and send it back to the following address: Stilecht Mode GmbH, Weißekreuzstraße 18, 30161 Hannover, Germany.
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4. How will I receive my refund?
   All refunds will be processed through the same payment channel originally used for the purchase. For example, if you paid by credit card, we will refund the amount to that same credit card.
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Latest Questions

1. In what condition should the returned item be?
   The returned item must be in a resalable condition. This means: It should not show signs of wear or use. It must be free of any odors such as perfume, smoke, or similar scents. It should include all original packaging and tags (labels/etiquette). The item should be clean, undamaged, and ready for resale. If the returned item does not meet these criteria, we reserve the right to refuse the return.
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2. Will I be refunded the original shipping cost?
   If you paid shipping fees for the initial delivery (e.g., if your order was below the free shipping threshold), we will also refund those initial shipping costs when processing your return.
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3. Who is responsible for the return shipping cost?

   The customer is responsible for covering the cost of returning the item.

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4. Should I inform you before returning the item?
   While it’s not mandatory, we appreciate a heads-up. If possible, please send us an email with your decision to return the item and include the tracking number of your return shipment. This helps us track the package and process your refund more quickly.
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5. How long do I have to return an item?

   You must notify us of your decision to return, or ensure we receive the returned item, within 14 days of the item’s delivery date.

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6. From which countries do you accept returns?

   We accept returns from all countries within the European Union.

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7. Can I transfer my points to another account?
   No, points are intended for your account and are not transferable. If you have more than one account with the same billing and shipping address, please contact us at [email protected], and we will assist in transferring the points for you.
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8. What happens if I return an item?

   If you return an item, the points you received for that purchase will be removed. Any points spent on that item will also be returned to your account.

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