Refund policy
Returns, Right of Withdrawal & Refund Policy
At Stella & Zoe, we want you to feel confident when shopping with us. This policy explains your rights and responsibilities regarding returns, withdrawals, refunds, damaged or defective products, uncollected parcels and international orders.
Nothing in this policy limits or excludes any mandatory consumer rights available to you under applicable law. If mandatory consumer law applicable to your purchase provides you with more favourable rights than this policy, those mandatory rights will apply.
14-Day Right of Withdrawal
If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days without giving any reason.
For consumers within the EU/EEA, including Sweden and Norway, the statutory withdrawal period normally begins on the day after you, or a person designated by you other than the carrier, receives the goods.
If your order contains several goods that are delivered separately, the withdrawal period normally begins when you have received the final item.
You may also notify us that you wish to withdraw from your purchase before the goods have been delivered.
To exercise your right of withdrawal, you must provide Stella & Zoe with a clear statement that you wish to withdraw from the purchase before the applicable withdrawal period expires.
You may contact us at:
Email: info@stella-zoe.com
Please include your order number where possible so that we can identify your purchase.
Where required by applicable law, you can also exercise your right of withdrawal through the electronic withdrawal function provided on our website.
You may use the Model Withdrawal Form included at the bottom of this policy, but use of that form is not mandatory.
For consumers outside the EU/EEA, Stella & Zoe offers a voluntary 14-day return period for eligible goods unless otherwise stated or unless an exception described in this policy applies. Any mandatory consumer rights that apply in the customer's country remain unaffected.
Returning Your Order
After notifying us that you wish to exercise your right of withdrawal, the goods must be returned without undue delay and no later than 14 days after the date on which you informed us of your decision.
Returns should be sent to:
Stella & Zoe
Diklekärrsvägen 4
SE-449 35 Nödinge
Sweden
Please contact us before sending your return so that we can provide return instructions and correctly identify your parcel when it arrives.
Contacting us for return instructions does not restrict or replace any statutory right of withdrawal.
We strongly recommend using a trackable shipping service and keeping your proof of postage until your return and refund have been completed.
The customer is responsible for packaging the returned goods safely and appropriately so that they are protected during transport.
Return Shipping Costs
When exercising the right of withdrawal, the customer is responsible for the direct cost of returning the goods, provided that the customer has been informed of this responsibility before entering into the purchase and unless Stella & Zoe has expressly agreed to cover the return cost or applicable law provides otherwise.
Returns within Sweden
For standard parcel returns within Sweden, Stella & Zoe can provide a prepaid return shipping label.
Return shipping fee: 69 SEK
If you choose to use our prepaid return label, 69 SEK will be deducted from your refund.
You may alternatively arrange and pay for your own return shipping. You are free to choose a suitable carrier and shipping method, provided that the goods are returned safely, correctly addressed and within the applicable return period.
Returns from outside Sweden
For returns from outside Sweden, the customer is responsible for arranging and paying the direct cost of returning the goods.
If Stella & Zoe is able to provide a prepaid international return label, we will inform you of the return shipping cost before the label is issued. If you choose to use the label, the stated direct return shipping cost may be deducted from your refund.
International return costs vary depending on the destination country, carrier, parcel dimensions, weight and service used.
For goods which, because of their nature or size, cannot normally be returned using standard postal or parcel services, information regarding the estimated direct return cost will be provided before purchase where required by applicable law.
No administrative fee, restocking fee or general handling fee is charged when a customer exercises a statutory right of withdrawal.
Condition of Returned Goods
You have the right to examine the goods to the extent necessary to establish their nature, characteristics and functioning, in a similar way to how you would reasonably inspect an item in a physical store.
We therefore recommend that returned goods are:
- clean and in good condition;
- returned with original tags attached where reasonably possible;
- returned with all accessories, parts and components included; and
- returned in the original product packaging where reasonably possible.
The absence of original packaging or tags does not automatically remove a statutory right of withdrawal.
However, if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this handling has caused a reduction in value, Stella & Zoe may make a deduction corresponding to the diminished value where permitted by applicable law.
Products that have been washed, cleaned, altered, filled, assembled beyond what is reasonably necessary for inspection, heavily used or otherwise put into normal use may therefore be subject to a reduction in the refund if their value has decreased as a result.
For example, a kitchen product that has been filled with food, spices or other ingredients, or otherwise used for food preparation, may have been handled beyond what is necessary simply to inspect its characteristics and function.
Refunds
If you exercise a statutory right of withdrawal, Stella & Zoe will refund all payments that are required to be refunded under applicable consumer law.
If you withdraw from your entire order, the refund normally includes:
- the amount paid for the returned goods; and
- the cost of the least expensive standard delivery option offered for your order.
If you selected a more expensive delivery method than our least expensive standard delivery option, such as express or premium delivery, Stella & Zoe is not required to refund the additional cost above the cost of the standard delivery option.
If only part of an order is returned, the original outbound delivery charge is not normally refunded where the delivery cost would have been the same for the goods you keep, unless applicable law requires otherwise.
The direct cost of returning the goods remains the customer's responsibility as described under Return Shipping Costs above.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise expressly agreed.
Where a statutory right of withdrawal applies, the refund will be processed without undue delay and within the time required by applicable law.
Where permitted by law, Stella & Zoe may withhold the refund until either:
- we have received the returned goods; or
- you have provided satisfactory evidence that the goods have been sent back,
whichever occurs first.
Once Stella & Zoe has processed the refund, your bank, card issuer, Klarna or other payment provider may require additional processing time before the refund appears in your account.
Cancellation or Withdrawal Before Delivery
If you wish to cancel or withdraw from an order before it has been delivered, please contact us as soon as possible.
If the order has not yet been dispatched, we will make reasonable efforts to stop the shipment.
If the parcel has already been handed over to the carrier, we cannot guarantee that the shipment can be stopped or redirected.
Where a statutory right of withdrawal applies and you clearly notify us that you wish to withdraw after the order has been dispatched, your request will be handled in accordance with the withdrawal, return shipping and refund provisions set out in this policy.
Please contact us before refusing delivery or asking a carrier to return a parcel so that we can provide appropriate instructions and avoid unnecessary costs.
Uncollected, Refused or Undeliverable Parcels
Failing to collect a parcel, refusing delivery or simply allowing a parcel to be returned to Stella & Zoe does not, by itself, constitute a clear notice that you wish to exercise a statutory right of withdrawal.
If you wish to withdraw from your purchase, you must clearly notify Stella & Zoe using our electronic withdrawal function where available, by email or by another accepted method.
Orders within Sweden
If a parcel is returned to Stella & Zoe because it was not collected, delivery was refused, or the parcel could not be delivered due to circumstances attributable to the customer, and the customer has not separately exercised a statutory right of withdrawal, Stella & Zoe may charge the reasonable costs arising from the failed delivery and return.
For orders delivered within Sweden, the charge for an uncollected, refused or customer-caused undeliverable parcel will be up to 199 SEK.
The charge will not exceed Stella & Zoe's reasonable costs associated with the unsuccessful delivery and return of the parcel.
If the reasonable costs incurred are lower than 199 SEK, the charge will be reduced accordingly.
International Orders
For international orders, shipping and return transportation costs can be significantly higher and vary between countries and carriers.
If an international parcel is returned to Stella & Zoe because it was not collected, delivery was refused, import charges were not paid, an incorrect or incomplete address was provided by the customer, or the parcel could not otherwise be delivered due to circumstances attributable to the customer, Stella & Zoe may, where permitted by applicable law, recover or deduct the reasonable actual costs incurred as a direct result of the unsuccessful delivery and return transportation.
There is therefore no fixed 199 SEK limit for international shipments. Any amount charged or deducted will be based on reasonable actual costs associated with the failed delivery and return.
Stella & Zoe does not impose a penalty or arbitrary administrative charge for international uncollected parcels.
No uncollected or failed-delivery charge will apply where the failed delivery or return was caused by an error by Stella & Zoe or by the carrier and the circumstances were not attributable to the customer.
If the customer has already clearly exercised a statutory right of withdrawal, the return will instead be handled under the sections Right of Withdrawal, Return Shipping Costs and Refunds above, subject to applicable law.
Incorrect or Incomplete Delivery Information
Customers are responsible for providing complete and accurate delivery information when placing an order, including the recipient's name, address, postal code, city, country, telephone number and any other information reasonably required for delivery.
Please contact us as quickly as possible if you discover an error in your delivery details.
If a parcel is returned because incorrect or incomplete information supplied by the customer prevented delivery, Stella & Zoe may, where permitted by applicable law, recover reasonable direct costs arising from the failed delivery and return.
This does not apply where the delivery problem was caused by Stella & Zoe, the carrier or another circumstance for which the customer is not responsible.
Norway, Switzerland & Other Countries Outside the EU
Please note that Norway and Switzerland are outside the European Union.
Unless expressly stated otherwise at checkout, orders delivered to countries outside the EU may be subject to additional charges imposed in the destination country, including:
- import VAT or other import taxes;
- customs duties where applicable;
- customs clearance, brokerage or handling fees charged by the carrier; and
- other taxes, duties or charges imposed by local authorities.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge paid to Stella & Zoe and are the responsibility of the recipient.
Where Stella & Zoe does not collect import VAT, customs duties or other import charges at checkout, the recipient may be required to pay these amounts directly to the carrier, customs authority or another local authority before or upon delivery.
Import VAT, customs duties, customs clearance fees, brokerage fees and other amounts paid directly to a carrier, customs authority or another third party are not payments made to Stella & Zoe and cannot therefore be refunded by Stella & Zoe.
If an imported order is subsequently returned, the customer may need to contact the relevant customs authority, carrier or other authority directly regarding any possible reimbursement of import taxes or charges.
Refusing to pay import charges or refusing delivery does not, by itself, constitute a notice that you are exercising a statutory right of withdrawal. If you wish to withdraw from the purchase, you should notify Stella & Zoe clearly and separately.
Nothing in this section limits any mandatory pre-contract information requirements or consumer rights applicable in the customer's country.
Exchanges
If you would like a different product, colour or size, please contact us at info@stella-zoe.com.
The simplest and fastest option is usually to return the original item in accordance with this policy and place a separate order for the item you would prefer.
Any statutory consumer rights remain unaffected.
Sale, Promotional & Discounted Items
Products purchased during a sale or promotion, or using a discount code, are covered by the same statutory right of withdrawal as full-price goods where a statutory right of withdrawal applies.
A reduced price, sale, promotion or discount code does not, by itself, remove a consumer's statutory right of withdrawal.
Exceptions to the Right of Withdrawal
Certain goods may be excluded from a statutory right of withdrawal where an exception is permitted by applicable law.
Examples may include:
- goods made to the customer's specifications or which are clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
- other goods or services expressly excluded from the statutory right of withdrawal under applicable consumer law.
An exception will only be applied when the legal requirements for that exception are met.
A product is not automatically excluded from the right of withdrawal merely because Stella & Zoe ordered or sourced that product from a supplier specifically in order to fulfil a customer's order.
The exception for customised or personalised goods only applies where the product satisfies the applicable legal requirements for such an exception.
Beauty, Personal Care & Hygiene Products
Beauty and personal care products are not automatically excluded from the right of withdrawal.
However, where a product is supplied with a seal for genuine health or hygiene reasons and the product is not suitable for return after that seal has been broken, the statutory right of withdrawal may cease once the customer breaks the seal, where permitted by applicable law.
If you are unsure whether a particular product can be returned, please contact us before breaking the seal or using the product.
Food & Perishable Products
Certain goods that are liable to deteriorate or expire rapidly may be excluded from a statutory right of withdrawal where provided by applicable law.
Food products are not automatically excluded merely because they are food. Whether an exception applies depends on the nature of the particular product and applicable consumer law.
Nothing in this section affects your rights if a product is defective, damaged, incorrectly supplied or otherwise does not conform to the contract.
Damaged, Defective or Incorrect Items
The right of withdrawal is separate from your statutory rights where a product is defective, damaged, incorrectly supplied or otherwise does not conform to the contract.
Please inspect your order after delivery and contact Stella & Zoe as soon as reasonably possible if:
- the product arrived damaged;
- you received the wrong product;
- parts or components are missing; or
- you believe the product is defective.
Please email info@stella-zoe.com and include, where reasonably possible:
- your order number;
- a description of the problem; and
- photographs or other relevant documentation showing the issue.
We may request additional information where reasonably necessary to assess the claim.
Where a product is defective, damaged or incorrectly supplied and Stella & Zoe is responsible under applicable consumer law, the customer will not be required to pay the necessary cost of returning the defective or incorrect product.
Nothing in this section limits any statutory rights or complaint periods available to you.
Statutory Complaint Rights for Customers in Sweden
For consumer purchases in Sweden, the Swedish Consumer Sales Act (Konsumentköplagen) applies where applicable.
A consumer in Sweden generally has the statutory right to complain about an original defect in goods for up to three years from receiving the product.
You should notify us within a reasonable time after discovering the defect. A complaint made within two months of discovering the defect is considered to have been made within a reasonable time under Swedish consumer law.
These statutory complaint rights are separate from the 14-day right of withdrawal and are not restricted by this return policy.
Customers Outside Sweden
Customers outside Sweden retain any mandatory consumer protection rights applicable to their purchase.
Consumer protection rules, complaint periods and other statutory rights may vary between countries.
Where mandatory law applicable to your purchase provides rights that are more favourable than a provision in this policy, the mandatory legal right will take precedence.
Electronic Right of Withdrawal
Where required by law, Stella & Zoe provides an electronic function on the website through which eligible consumers can notify us that they wish to exercise their statutory right of withdrawal.
Where applicable, customers using this function will receive electronic confirmation that their withdrawal notice has been submitted.
The electronic withdrawal function is an additional way of exercising the right of withdrawal and does not prevent you from using another legally permitted method, such as sending us a clear statement by email.
Contact Us
If you have any questions regarding a return, withdrawal, refund or complaint, please contact us:
Stella & Zoe
Diklekärrsvägen 4
SE-449 35 Nödinge
Sweden
Email: info@stella-zoe.com
Model Withdrawal Form
You may use the form below if you wish to withdraw from your purchase. Use of this form is not mandatory.
To:
Stella & Zoe
Diklekärrsvägen 4
SE-449 35 Nödinge
Sweden
info@stella-zoe.com
I hereby give notice that I wish to withdraw from my contract for the purchase of the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Email address:
Date:
Signature: Only required if this form is submitted on paper.
Last updated: 15 September 2026