Refund policy

Return Process

At Stapelstein®, we understand that circumstances change. Our return process is designed for your convenience.

Please do not send any items back without contacting us first, as we need to provide the correct return address and return instructions.

Prepaid return labels are provided for eligible returns within the UAE only.

1. Return Window
You have a 14-day window from the day you receive your order to decide if you want to return the product for a refund. Any items you are returning must be unused and in the same condition as when you received them, including original packaging.

Sale items, Final Sale items, and digital play cards cannot be returned and are non-refundable.

2. Refund
We will email you a prepaid return label for eligible returns within the UAE for your convenience. You will receive detailed instructions on how to return your item via email. Once your return is received and inspected, we will process your refund. Please note that while we organize and prepay the return shipment, all applicable return and handling fees listed below will be automatically deducted from the refund amount.

For UAE orders:

• Orders below 400 AED:
  A return fee equal to the original shipping cost (35 AED) will be deducted, plus a 10 AED handling and restocking fee.
• Orders of 400 AED or above:
  These orders qualify for free shipping. A 45 AED return fee applies, covering return shipping, inspection, and repackaging.

For International orders:
Customers are responsible for arranging and paying the return shipment to our designated return address.
Once the return is received and inspected, a return fee equal to the original shipping cost (160 AED) will be deducted from the refund.
An additional 10 AED handling and restocking fee applies to cover inspection and repackaging.

After the returned items are inspected and approved, refunds are processed within 3–5 business days. Please note that it may take up to 10–14 days for the refunded amount to appear on your bank or card statement, depending on your payment provider.

3. Handling and Deductions
We may deduct an amount from your refund if there is a loss in value of the goods due to unnecessary handling beyond what is required to inspect the product. This includes signs of use, missing packaging, or damage caused after delivery.

Cancellation Process

Changing your mind is easy at Stapelstein®. Our cancellation process is designed for simplicity:

1. Cancellation Period:
You may cancel your order at any time before it has been shipped. Once an order has been shipped, it can no longer be cancelled and must be returned in accordance with our Return Policy.

2. Refund Confirmation:
Upon successful cancellation, you will receive a confirmation via email.

3. Refund Processing:
For cancelled orders that have not yet been shipped, refunds are processed promptly using the original payment method. Please note that it may take up to 10–14 days for the refunded amount to appear on your bank or card statement.

4. Canceling an Order:
To request a cancellation, please contact us via email at hi@stapelstein.ae.

At Stapelstein®, your satisfaction is our priority, and both our return and cancellation processes are designed for a seamless experience.

Wrong or Damaged Orders
We take great care to ensure all orders arrive in perfect condition. If you have received the wrong item or if your order was damaged during delivery, please contact us as soon as possible.

In cases of wrong or damaged items, return shipping and handling fees will not apply. We will work with you to arrange a replacement or refund at no additional cost.

Exchange Policy

At Stapelstein®, we strive to ensure your satisfaction with every purchase. If the product you received does not meet your expectations, we offer a straightforward exchange process:

1. Eligibility for Exchange:

• Exchanges are available for products purchased directly from Stapelstein®.
• Products must be unused, in original condition, and returned in original packaging.
• Exchange requests must be made within 14 days from the date you receive your order.

2. Exchange Process:

• To initiate an exchange, please contact our Customer Service team at hi@stapelstein.ae.
• Please include your order number and the reason for the exchange.
• Returns must not be sent back without prior contact, as we need to provide the correct return address and instructions.

3. Shipping Costs:

• UAE: We provide a prepaid return label for exchanges and cover the shipping costs for sending the replacement product to you. Applicable return and handling fees apply as outlined in our Return Policy above.
• Outside the UAE: Customers are responsible for arranging and paying all return shipping costs.
  Replacement products will be shipped at the customer’s expense.
  Please contact us before sending any items back, as returns sent without prior approval or without the correct return address may not be accepted.

4. Exceptions:

• Sale items and Final Sale items are excluded from returns and exchanges.
• Personalized or custom-made products may not be eligible for exchange unless there is a defect or error on our part.

5. Refund Option:

• If the requested replacement product is unavailable, you may choose to receive a refund in accordance with our standard refund policy.

6. Contact Information:

• For any questions or assistance related to exchanges, please contact us at hi@stapelstein.ae.

Stapelstein® values your satisfaction, and our Exchange Policy is designed to provide you with a seamless experience. Thank you for choosing us.