Pre-sales advice +33 5 54 54 41 01
FAQ
Purchasing Issues
Do you ship worldwide? How much does it cost to ship to my country?
Stefano Design ships in Europe and worldwide.
Delivery costs are calculated according to the overall weight of the order and the country of destination.
Deliveries to France, Andorra, Monaco, Belgium, Germany, Luxembourg, Netherlands, Spain and Portugal:
- Delivery to a collection point: from 39.90€ (VAT included)
- Classic Delivery: from €41.90 (VAT included)
- Comfort delivery: from 49.90€ (VAT included)
- Premium delivery: from €67.90 (incl. VAT)
Deliveries to other EU countries:
- Delivery to a collection point: from 39.90€ (VAT included)
- Classic Delivery: from €41.90 (VAT included)
- Comfort delivery: from 49.90€ (VAT included)
- Premium delivery: from €67.90 (incl. VAT)
Deliveries outside the European Union
- Delivery via DHL: from €160
Do you ship to Switzerland?
In order to meet the expectations of our Swiss customers, we work in partnership with DHL. For the delivery costs, no surprise, just add the items to your basket to get an estimate. Our customer service remains at your disposal for any question at +33 (0) 5 54 54 41 01 or by email contact@stefanodesign.fr.
Payment Issues
What currency do you accept for payments?
At Stefano Design, we offer various payment methods, all of which are equally secure, so that you can use the one that best suits your needs:
- Credit or debit card
- PayPal
- Bank transfer
- Check
- Secure payment in 3X with Scalapay
How do I get a refund after an order cancellation/return?
Refunds are made within 14 days via the same payment method used to purchase the product.
Returns and Refunds
What is your return policy?
We accept all returns that meet these requirements:
- You can request a refund within 30 days of purchase.
- The item must be in the same packaging conditions in which it was delivered and in its original packaging, in perfect condition, without any indication of assembly or use, which means that the product seal must not have been tampered with in any way, including manuals, accessories and warranty documents. In addition, the items must be properly packaged and protected to avoid damage during the return transport to STEFANO DESIGN. Otherwise, the defects made on the item could be recovered and the remaining difference could be paid.
- It must be properly packed so that it is not damaged during the return transport. In case of non-compliance, the refund cannot be accepted or the amount of the estimated damage can be deducted from the payment.
- Once the item has been received and verified as correct, we will refund you using the same system you used to pay, subtracting the cost of transport to and from the product, paying only the difference.
- If a product is broken or defective when the customer receives it, STEFANO DESIGN reserves the right to decide whether to refund the amount paid or to replace it with a new product in perfect condition.
- If the defect appears later, the case is examined and the steps provided for in the product guarantee are followed.
In case of non-compliance with the requirements or observation of any damage/dysfunction/use on the product, STEFANO DESIGN retains the right not to accept the refund or to deduct the amount of the estimated damage together with the transport costs.
Please contact us by email at contact@stefanodesign.fr, stating the order number and the products you wish to return. We will reply as soon as possible and arrange a refund as soon as possible.
It is imperative that you notify STEFANO DESIGN before returning any product so that there are no problems with the processing and our team can check the receipt of the material.
Can I cancel the order?
Yes, you can cancel the order prior to shipping for a full refund. If you decide to cancel after the order has shipped, you will be refunded, less the cost of shipping the order back to our factory. Special or custom orders can be cancelled and refunded in full until production starts. As these items are custom made for you, you can only cancel and receive a 50% refund after production has started.
What happens if I no longer have the original packaging?
Currently we do not accept returns without the original packaging. The boxes we use are specially designed for our products, so that they can be transported safely.
What should I do if my item is defective?
If you find a fault or feel that the part is not working properly, please contact us as soon as possible and provide us with a photo and/or video demonstration and a detailed description of the problem. We will provide free repairs or full replacements. If you are not satisfied with the faulty item you have received, you can return it in accordance with our standard returns policy.
The STEFANODESIGN team will always do its utmost to satisfy you fully, before, during and after your purchase. We remain at your disposal:
By telephone
from France:
05 54 54 41 01
(Free of charge from a landline or mobile phone)
from Belgium or abroad :
+33 (0) 5 54 54 41 01
