Returns Portal
We want you to be completely satisfied with your purchases from us. However, if for any reason you are not completely satisfied, you can return or exchange your order within 14 days of delivery .
It's that easy:
Check the return period: Make sure that no more than 14 days have passed since your order was delivered.
Condition of items: For returns or exchanges, items must be returned to us in their original condition. They must be unused, free from damage and complete - including all original labels and packaging.
Please note that the shoebox is considered part of the product. If the shoebox is damaged or no longer returned in its original condition, for example, because it was used as shipping packaging, we reserve the right to deduct an appropriate amount from the refund, as this reduces the value of the product.
Return costs: Please note that the costs for return shipping are usually borne by you. However, if the delivery is incorrect, we will of course cover the return shipping costs.
Returns: To initiate a return or exchange, visit our returns portal . There we will explain to you in just a few steps how you can easily send your order back to us.
Refund: Once we receive and inspect your return, we will initiate a refund via the original method of payment. Please understand that a refund may take up to 10 days to process.
Questions?
If you have any further questions or need help with your return, our customer service team will be happy to help you. Simply contact us and we will be happy to help you.
Customer service
Phone: +43 1 5223784
Email: returns@stil-laden.com
Service hours:
Monday – Friday
11:00 a.m. – 7:00 p.m. (by phone)
FAQs on returns & exchanges
How long is our return period?
You have 14 days to return your order. You can find more information in our terms and conditions.
Who bears the costs for return shipping?
Please note that you are usually responsible for the return shipping costs. However, if the delivery is incorrect, we will of course cover the return shipping costs. We recommend that you choose a shipping method with tracking so that you can be sure that your return will reach us.
How can I return or exchange an item?
You can find further information on returns or exchanges in our returns portal
Is there a refund for returned items?
Yes, we offer refunds for returned items. After receiving and inspecting the returned item, we will issue a refund to the payment method you selected.
How long does it take for my return to be processed?
Once we receive your returned items, we will process the return as quickly as possible. Processing time may take up to 10 days depending on the volume of returns and the extent of the inspection. However, we will endeavor to complete the return as quickly as possible.
Where should I send the item?
Please send the items to the following address:
Stil-Laden GmbH (Returns)
Lindengasse 51
1070 Vienna
Austria
Can I return my order in store?
You are also welcome to return your order to our store. This saves transport costs and protects the environment. You can find us at the following address:
Stil-Laden GmbH
Lindengasse 51
1070 Vienna
Austria
How long do I have to exchange an item?
You have 14 days from the day of delivery to exchange an item with us. Within this period, you can return the item to us provided it is in its original condition and the original packaging has not been damaged.