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FAQ

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop on the Stalena website without creating an account by checking out as a guest. However, if you register an account with us you will be able to enjoy the following benefits:

Request a return or exchange directly from your account.
Add products you love to your wish list which you can share with your with friends and family.
Save your address and card details so you can shop even quicker and easier next time.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential and at no point will we sell it to a third party for marketing purposes. For more information, please read our Privacy Policy published on our website in full.

I HAVE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

To re-set your password, follow the “LOST YOUR PASSWORD?” instructions on the “MY ACCOUNT” page. Please note, for security reasons we are unable to send your old password via email.

WHAT PAYMENT METHODS DOES STALENA ACCEPT AND WHAT SECURITY MEASURES DO YOU EMPLOY?

We may require that first-time orders must be sent to the cardholder’s billing address or work address. This process is not only for your security but so that we can verify your details. To ensure that you do not experience any delays to your order, please make sure all your details are entered correctly. If you would prefer to place an order by telephone, you can call customer care on 800.763.4159 (Monday to Friday 9am to 5pm EST) or via email at info@stalena.com. Payment can be made by such payment cards as are stated on our site from time to time. As at the date of the Terms & Conditions, these are VISA, MasterCard, Discover and American Express. Payment will be debited and cleared from your account at the time that the order or pre-order is placed in keeping with our Terms & Conditions. In submitting an order or pre-order, you agree that this authorizes Stalena to debit your card with the order or pre-order payment immediately upon submission of your order or pre-order and that you offer to pay Stalena if your order is accepted. If you later withdraw your order or pre-order before we have accepted it or we do not accept your order or pre-order, this payment will be refunded to the card as soon as possible. When placing an order you are confirming that the credit or debit card that is being used is yours or that you have been specifically authorized by the owner of the credit or debit card to use it. All credit or debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Stalena, we have the right to reject the order or pre-order, notifying you by email. We take care to make our site secure all credit or debit card transactions on this site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. To help ensure that your shopping experience is safe, simple and secure. Stalena uses Secure Socket Layer (SSL) technology. Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure.

HOW CAN I CHOOSE THE CURRENCY I PAY IN?

At this time all customers, Domestic and International, will be billed in US Dollars. If you are a customer whose credit or debit card is not denominated in the currency of the order, you should note that your card issuer will charge you for any currency exchange at the exchange rate applied by your card issuer at the time your card issuer processes the transaction. You should check with your card issuer what you can expect to pay in your own currency, before submitting your order.

CAN I HAVE MY ORDER GIFT WRAPPED?

If you are buying a gift, simply send us an email after placing your order to request complimentary gift wrapping. email info@stalena.com(please include your order number)

WHICH COUNTRIES DOES STALENA SHIP TO?

Stalena ships to 135 countries worldwide.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?

For information on delivery and shipping charges to your destination, view our Delivery and Returns Policy on our site, as amended from time to time.

DO I NEED TO SIGN FOR MY ORDER?

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorize for packages to be delivered without a signature.

HOW ARE DUTIES AND TAXES TO BE PAID?

All prices and delivery charges for products being delivered to a customers in Europe, US and Canada and the Rest of the World (excluding the US and Canada), respectively as well as the applicable policies in place are set out in our Terms & Conditions. By purchasing from the site you are accepting that you will be responsible and liable to pay all duties, import taxes and costs as may be determined by the country or region that the order is shipped to and accept that the products may be retained by our delivery company or any customs or any other government authority until full payment of such import taxes and costs by you. We are not liable to pay any import taxes and costs and we shall be entitled to charge you any additional costs incurred by Stalena to you and you shall pay us for such additional charge for any import taxes and costs we pay. Please be aware that if you choose to not pay such import taxes and costs, we shall be entitled to charge you any additional costs incurred by Stalena to you and you shall pay such amount in full to us, in addition to the price and delivery charges, any import taxes and costs, which we may pay. We recommend that you contact your local customs authority to determine the import taxes and costs and a landed cost price prior to submitting your order.

DOES STALENA SHIP TO MULTIPLE ADDRESSES?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination. Once your order has been dispatched, we are unable to redirect your delivery to another address.

CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Before your purchases have been prepared for dispatch we can cancel a product, change the size or edit your billing and shipping details. If you need to make any amendments, please call customer care 1.800.763.4159 (open from Monday to Friday, 9am to 5pm EST) or email at info@stalena.com

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays in receiving your order, please ensure you check you have provided the correct shipping address when placing your order.

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, you will receive the parcels tracking number via email in order to follow the progress of your delivery. If you have any additional questions, please call customer care at 800.763.4159 (open from Monday to Friday, 9am to 5pm EST) or email at info@stalena.com

HOW DO I RETURN OR EXCHANGE AN ITEM?

You can request a return or exchange under the STALENA Standard R&E Policy, making a return or exchange is easy. You have 14 days to decide whether to keep your products and we can arrange a collection for you. The first collection is free, as is the first delivery of any exchange product, after which you will be required to pay our charge for subsequent collections and deliveries as stated on our website at the time. Alternatively, our customer care can assist you either by telephone on 800.763.4159 (open from Monday to Friday, 9am to 5pm EST) or via email at info@stalena.com. Please note that you can only exchange for the same type and colour of product, but of a different size. Please see full details in our Terms & Conditions and Delivery, Returns & Exchange Policy set out on our site.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be issued to the original credit or debit card used to place the order. Shipping costs are not refunded for products using the STALENA Standard R&E Policy (which includes a free first collection of an original order service), unless your products are faulty. Note that if you have paid any import taxes or costs for import of the products into your country, these will not be refundable, but you may be able to recover these costs by contacting your local customs bureau. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately, we are unable to influence this.

WHAT IF MY ORDER IS FAULTY OR DAMAGED?

If you receive faulty products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund. Please email at info@stalena.com with images of any of your purchases, which you consider have been delivered faulty. Special points to note: Items that are damaged as a result of normal wear and tear are not considered to be faulty.

HOW DO I BUY A VIRTUAL GIFT CARD?

Stalena virtual gift cards can only be purchased by phone at 800.763.4159 (Mon-Fri, 9-5 EST) or by email at info@stalena.com and are only redeemable against purchases on our site in the same currency as the gift card and cannot be redeemed against purchases in any of our stores. All virtual gift cards are emailed directly to the recipient with a unique code, which is required to be entered in the virtual gift code box at check out to be redeemed. You will receive an email confirming your purchase. The recipient needs to keep a record of the unique virtual gift card code in order to redeem the value on their order. When placing an order for an amount that is less than the value of the virtual gift card code, the remaining balance will remain on the original virtual gift card code and can be redeemed against subsequent orders.

HOW DO I REDEEM A PROMOTION CODE?

From time to time, we may run offers using promotion codes. When placing your order, simply follow these steps to redeem a promotion code: Please type in the code in the promotion code box on the payment page and click “APPLY”. Check that your discount has been applied under the order summary on the payment page and then click “CHECKOUT”. For further assistance please contact customer care by telephone at 800.763.4159 (open from Monday to Friday, 9am to 5pm EST) or via email atinfo@stalena.com