RETURNS EXPLAINED SIMPLY
Returns & withdrawal
Would you like to withdraw from an order, request a return or report a problem? Here you will find the right process. Please contact us before every return shipment so that we can assign your case and send you the appropriate information.
STEP BY STEP
How to proceed correctly
Contacting us in advance prevents incorrect return addresses and speeds up the assignment of your case.
01 · Send request
Write to us with your order number and let us know whether it concerns a withdrawal, a return, damage or an incorrect delivery.
02 · Secure the product
Keep the product, labels, packaging and any seals. Do not use, color, wash or cut the hair.
03 · Wait for instructions
After we have reviewed your request you will receive the current return information. Please do not send anything to a business address without asking first.
04 · Review & completion
After receipt we inspect the goods and inform you by email about the status as well as about the further refund or resolution process.
CHECK COLOR & CONDITION
Before you open the packaging
First check the color code, length, quantity and the externally visible condition of the product. If you are unsure about the color, we will help you with daylight photos or with advice. Only remove existing seals once you are sure that you want to keep the product. Your statutory rights in the case of damaged, defective or incorrectly delivered goods remain unaffected.
GOOD TO KNOW
Questions about returns & withdrawal
How do I declare my withdrawal?
Send us a clear statement with your name and your order number to info@stessia.com or use the contact form. A reason for return is not required for a statutory withdrawal.
Which withdrawal period applies?
For consumers, online purchases in the European Union are generally subject to a statutory right of withdrawal of 14 days from receipt of the goods. Details, exceptions and additional voluntary return options follow from the withdrawal and refund policy applicable to your order.
Where do I send the return?
Please do not send any goods back without asking first. After your request you will receive the currently valid return address from us along with the information that fits your case.
What applies to opened or used goods?
Whether a return is possible depends on the condition, on any seal and on the legal reason for the return. Send us photos and describe what has already been opened, removed or used. We review the specific case; statutory warranty rights remain unaffected.
What applies to damaged or incorrect goods?
Document the parcel, the shipping label and the product with photos right after receipt. Do not use or alter the goods and contact us promptly with your order number so that we can review a suitable solution.
When will I receive my refund?
After receipt and inspection you will receive a status update by email. An approved refund is generally issued via the original payment method; the final posting can take additional time depending on the payment provider.
NEXT STEP
Quickly to the right section
Choose personal support or read the shipping information for your order.