SHOPSTILUNA

Return & Refund Policy

Last updated: March 13, 2026  |  Applies to: USA, Germany, Denmark, Finland, France, Sweden, United Kingdom

 

Return Window	30 days from delivery (EU/UK: min. 14 days statutory)
Restocking Fee	None
Defective / Incorrect Items	We cover all return shipping costs
Change-of-Mind Returns	Customer pays return shipping costs
Statutory Warranty EU Statutory Warranty UK	3 years from delivery 6 years from delivery

 

Thank you for shopping at SHOPSTILUNA. We are committed to providing high-quality products and a fully transparent shopping experience. This policy applies to all purchases made through shopstiluna.com and describes your rights and our obligations regarding returns and refunds.

This policy is designed to comply with the consumer protection laws of the United States, the European Union (Germany, Denmark, Finland, France, Sweden), and the United Kingdom. Where local law grants you rights beyond those described here, those rights apply in full.

SHOPSTILUNA partners with Redo, fully integrated into our Shopify store, to manage all returns and refunds.

To initiate a return:

•       Log in to your order account at shopstiluna.com

•       Select the order and item(s) you wish to return

•       Follow the on-screen instructions — no separate email or phone contact is needed

•       Redo manages return authorization, shipping logistics, and refund processing on our behalf

 

EU and UK customers exercising the statutory Right of Withdrawal may also submit their withdrawal by contacting us directly at support@shopstiluna.com using the model withdrawal form provided in Section 9.

Returns must be requested within 30 days of confirmed delivery.

To qualify for a return, items must:

•       Be unused and in the same condition as received

•       Have all original tags and labels attached

•       Be returned in the original packaging

•       Include proof of purchase

 

We reserve the right to decline returns that do not meet these conditions.

Note: EU and UK customers retain the statutory 14-day Right of Withdrawal regardless of item condition (see Section 6), except for the exclusions listed in Section 5.

4.1 Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, we will provide a prepaid return shipping label at no cost to you. You must report the issue within 7 days of delivery and provide photographic evidence through the return system.

4.2 Change-of-Mind Returns (Customer Remorse)

If you are returning an item for reasons other than a defect or our error, you are responsible for the actual return shipping cost. The applicable shipping fee will be displayed during the automated return process and deducted from your refund.

Important for EU and UK customers: Under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013, you have the right to withdraw from your purchase within 14 days without giving any reason. If you exercise this statutory right, you are responsible for the direct cost of returning the goods, as we have expressly stated this in our policy. We do not charge restocking fees.

Original outbound shipping charges (if any) are non-refundable unless the return is due to our error.

The following items are not eligible for return under any circumstances, including the statutory Right of Withdrawal:

•       Underwear and intimate apparel (hygiene reasons)

•       Swimwear from which the hygiene seal has been removed

•       Gift cards and digital products

•       Items marked as "Final Sale" or "Non-Returnable"

 

Legal basis: These exclusions are permitted under EU Directive 2011/83/EU Article 16 and equivalent UK legislation.

This section applies to customers in: Germany, Denmark, Finland, France, Sweden, and the United Kingdom.

6.1 Right of Withdrawal — 14 Days

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the date on which you (or a nominated third party) took physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear, unambiguous statement (e.g., via our return portal or by email to support@shopstiluna.com). You may use the model withdrawal form in Section 9, but it is not mandatory.

You must dispatch the goods back to us without undue delay and no later than 14 days after the day on which you communicated your withdrawal. You bear the direct cost of returning the goods (see Section 4.2).

6.2 Refunds Under Right of Withdrawal

We will reimburse all payments received from you, including standard outbound delivery costs (we will not reimburse any additional costs if you chose a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive the returned goods or proof of return, whichever is earlier.

We will use the same means of payment you used for the original transaction. No fees are imposed for this reimbursement. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods.

6.3 Statutory Warranty (EU/UK — 2 Years)

In addition to our 30-day return policy, as an EU or UK consumer, you are entitled to a statutory warranty of 2 years from the date of delivery. During this period, if a product proves to be defective or non-conforming, you are entitled to repair, replacement, or — where those are not possible — a price reduction or full refund, in accordance with applicable national law.

 

Country	Statutory Warranty
Germany	Gewährleistung — 2 years, mandatory, cannot be waived
Sweden	Reklamationsrätt (Konsumentköplagen) — 3 years
Denmark	Reklamationsret — 2 years from delivery
Finland	Reklamaatio-oikeus (Kuluttajansuojalaki) — 2 years
France	Garantie légale de conformité — 2 years from delivery
United Kingdom	Consumer Rights Act 2015 — 30-day reject right; up to 6 years repair/replacement

 

To make a warranty claim: contact us at support@shopstiluna.com with your order number, description of the fault, and photographic evidence.

Once your return is received and inspected, you will receive an email confirming approval or rejection.

Approved refunds are issued to the original method of payment within:

•       7 business days after inspection (general / US customers)

•       14 days from the day we receive the returned goods or proof of return, whichever is earlier (EU/UK statutory withdrawal)

 

Depending on your financial institution, additional processing time may apply. If a refund has not appeared within 10 business days of approval, please contact your bank before reaching out to us.

We do not charge restocking fees.

We do not process direct exchanges. The fastest way to receive a different item is to:

1.     Return the original item through our return portal

2.     Place a new order for the desired item

 

This ensures product availability and faster fulfillment.

Complete and return this form only if you wish to withdraw from the contract.

 

To: SHOPSTILUNA — support@shopstiluna.com I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: Ordered on: ___________________________ Order number: ___________________________ Name of consumer(s): ___________________________ Address of consumer(s): ___________________________ Signature (only if notified on paper): ___________________________ Date: ___________________________ (*) Delete as appropriate.

Initiating a chargeback without first contacting us may delay resolution and require additional documentation. We encourage all customers to use our return system for the fastest resolution.

This does not affect your statutory rights.

Our liability is limited to the purchase price of the returned item. We are not responsible for returns sent outside the authorized return system that are lost or damaged in transit.

This limitation does not apply to statutory warranty claims.

This policy does not limit any statutory rights you may have under:

•       EU Directive 2011/83/EU on Consumer Rights

•       EU Directive 2019/771 on the Sale of Goods

•       UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013

•       German Bürgerliches Gesetzbuch (BGB) — Gewährleistung

•       Swedish Konsumentköplagen and Distansavtalslagen

•       Danish Købeloven and Forbrugeraftaleloven

•       Finnish Kuluttajansuojalaki

•       French Code de la consommation

•       Applicable U.S. state consumer protection laws

Business Address SHOPSTILUNA 407 Lincoln Road, Suite 8N-285 Miami Beach, FL 33139, USA (No retail store. Appointments only.)   Email: support@shopstiluna.com Phone: +1 (512) 540-5018

Customer Service Hours Monday–Friday: 9:00–17:00 EST Saturday–Sunday: 10:00–16:00 EST Email response within 24 hours (Mon–Fri). Weekend inquiries answered Monday.   Returns Warehouse 17300 Railroad St, Unit D City of Industry, CA 91748, USA (No retail store. Appointments only.)