Customer Service
If you were unable to find your answer, please send your questions to help@shopstelle.com or
contact us through our Contact Form and we will get back to you asap.
FAQ
1. How do I create an account at shopSTELLE.com?
To create an account, simply register by clicking here or click at the 'Log In/ Register' link at the top right of our web page. Registration is free, so sign up now to enjoy more benefits!
2. How do I sign up for your newsletter?
You can simply enter your email address on the 'Newsletter' box located on the left of this page. Alternatively, you can create an account with us and manage your newsletter subscription on your 'Account Dashboard'.
3. How do I search for a product?
We have a search bar for your convenience located on the right of our top menu navigation. Simply enter the product type or name in mind and we will help you find everything related to your search content.
4. How do I update My Account information?
Simply log in with your email and password and follow the instructions. On your Account Dashboard, you will be able to edit your information such as saved addresses and newsletter subscription.
SHIPPING & DELIVERY
1. Where do you ship to? Do you offer international shipping?
STELLE is proud to announce that we now deliver to Singapore and all other International destinations. Scroll down for our shipping rates.
2. What are your shipping methods & rates for local orders to Singapore?
Normal Mail: S$1.50 (2-7 working days)Orders sent under this mode will be delivered to the shipping address you have entered. STELLE will not be liable for any parcel loss via this delivery method.
Registered Mail: S$3.75 (1-3 working days)Orders sent under this mode will be received at your doorstep. Signature is required upon delivery. Registered mail also comes with a tracking number that can be monitored online at: http://www.singpost.com.sg/ra/ra_article_status.aspx. We highly recommend that you opt for registered postage to prevent lost mails.
In the event that there is no answer when a parcel arrives, a notification card will be left either in your letterbox or slotted under your door. You may then proceed to the respective post office stated on the card to collect your parcel.
3. INTERNATIONAL DELIVERY
Packages are shipped via registered postage which includes a tracking number and signature confirmation upon delivery. We ship via Singpost and packages have an estimated 7 - 14 days of delivery time from the date the package is shipped.
Here's an overview of our international shipping rates:
(Countries in Southeast Asia: Australia, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Korea (North), Korea (South), Laos, Malaysia, Mnynmar, Philippines, Taiwan, Thailand, Vietnam)
4. How quickly do you ship/dispatch my order?
All orders are processed and dispatched on weekdays(Mon to Fri) within 24-48 hours of payment, so do expect slight delay if payment is made during weekends or public holidays. You should receive an email from us once your order is shipped.
5. Where is my order? How do I track my order?
If you have chosen the Registered Mail shipping method, you can simply track your order here: http://www.singpost.com.sg/ra/ra_article_status.aspx. Once your order is shipped, we will send you an email containing your order tracking number. If you have a STELLE account, you can view your tracking number by logging into your account and clicking 'View Order' -> 'Shipments|Track Order' tab.
If you have chosen Normal Mail shipping method, it will take about 2-7 working days for your order to reach. Parcel tracking is not available via normal mail hence we will not be held liable for any lost mail through normal postage. Thus we strongly advise you to opt for registered mail with tracking capability.
EXCHANGES & RETURNS
1. What is your Exchange/ Return Policy?
We here at STELLE pride ourselves with meticulous quality checks before dispatching your order. So if you have received an item that is defective or incorrect, please email us immediately after the item is received and we will judge them on a case-by-case basis. We fully understand the importance of handling your returned goods and resolving the issue as soon as possible, hence we need your kind cooperation with us to facilitate the process.
All items deemed defective or incorrect are to be returned within 10 days from the original date of receipt. Please note that after this duration has expired, we will not accept the return of the item. Items must have tags attached, unwashed/unworn and must be in brand new condition.
No cash refunds are allowed for all returned goods. We will provide a one-for-one exchange of that item if it is defective. In the event that the item you originally purchased has sold out, store credit amounting to that item will be issued to you. Postage will be sent out via the original method of shipping you chose. Should you wish to opt otherwise, please inform us.
2. What can I do if there is something wrong with my order?
If you have received an item that is defective or incorrect, please email us immediately after the item is received at help@shopstelle.com or reach us through our Contact Form and we will judge them on a case-by-case basis.
ORDERING
1. Can I modify or adjust my order?
Unfortunately no. Once you have placed an order with us, you will not be able to cancel or make changes to your order.
2. What if the merchandise is not in stock?
We have very limited quantity for every piece, so if an item is out of stock, please add your name and email address to the waiting list (notify me on restock button). If the item is restocked, we will send you an email to inform you about it so you will be able to purchase the item.
3. I need more information about the product?
If you need more information about the product that have not already been mentioned on the product page, please do not hesitate to email us with the product name and we will attend to your questions asap.
PAYMENTS
1. How do I pay for my order?
We currently accept 3 payment methods: Internet Banking, ATM Transfer, PayPal (having a PayPal account is not necessary). Please choose one that will help ease your transaction:
i. Internet Banking or ATM Transfer
We currently accept local bank transfers via Internet Banking or ATM Transfer. Kindly note that Interbank Transfers (all other local banks apart from DBS or POSB) take 3 working days to be credited in our accounts. Payment verification will only take place after the transaction is successful.
Payments made by these methods are given 3 days upon checkout. Orders will be regarded as void if payment is not received within this time period. Please take note of our account details to proceed with the monetary transfer.
Please make all transfers to:
Account number: 028-33097-9Account type: POSB Savings Account Bank Code: 7171 Bank Branch: 081
ii. PayPal
In addition to the above payment option, you can also make payment via PayPal. To make payments under this option, a PayPal account is not necessary. You can proceed as a PayPal guest and pay with your Debit/ Credit card. Alternatively, you can log in to your PayPal account to make the payment. All transaction charges by PayPal will be fully borne by STELLE.
PayPal Account: orders@shopstelle.com
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