Policies

1. Refund Policy

Refunds are available only in the following cases:

  • The item arrives damaged, broken, or with a major defect
  • The package is lost during transit and the courier confirms it
  • The wrong item was delivered

To request a refund, the customer must provide clear photo or video evidence within 48 hours of receiving the package.

Refunds are NOT available for:

  • Change of mind
  • Personal preferences (color tone, stitching alignment, hardware shade, etc.)
  • Not liking the item after receiving it
  • Minor variations in craftsmanship
  • Cases where the customer approved the product video before shipping

Once the pre-shipping video is approved, the order is considered final.

2. Return Policy

We do not accept returns under any circumstances.

Returning handbags internationally is impossible due to:

  • High customs risk
  • High logistics risk
  • Factory restrictions
  • Import/export limitations

All sales are final after the customer approves the pre-shipping video.

There are strictly no returns, and customers agree to this policy when placing an order.

3. Quality Check Policy

Before we ship any order, we perform a complete Quality Check:

  • We record a real video of the customer’s exact item
  • We show stitching, hardware, leather texture, interior, and overall structure
  • The customer reviews and approves the video on WhatsApp

We ship only after the customer confirms that the item meets their expectations.

This video approval replaces the traditional “inspection in person,” ensuring full transparency.

4. Shipping Policy

All orders are shipped via FedEx Express.

  • Processing time: up to 48 hours after video approval
  • Tracking number is provided immediately after FedEx collects the package
  • Delivery times vary by country

Customers are responsible for any customs fees, taxes, or import duties required in their location.

Steliona is not responsible for delays caused by customs or local postal authorities.

5. Order Finalization Policy

Once the customer:

  1. Selects the item
  2. Receives the real QC video
  3. Confirms the video in chat

…the order is considered final, and:

  • No cancellations
  • No refunds (unless item arrives damaged)
  • No returns
  • No changes to the order

This protects both the customer and our suppliers.

6. Payment Policy

We accept:

  • Stripe (Visa, Mastercard, Apple Pay, Google Pay)
  • Wise

All payments must be completed before the order is shipped.
Steliona does not store card information; all payments are processed securely through Stripe.

7. Lost or Damaged Package Policy

If a package is lost, stolen, or arrives severely damaged:

  • Customer must report it within 48 hours
  • Investigation is opened with FedEx
  • If FedEx confirms loss or damage, customer receives full compensation or replacement

Minor packaging damage (creases, dents, small marks) does not count as item damage.

8. Contact

For all policy-related questions, customers may contact us:
WhatsApp: (+34 625 86 29 0)
Support hours: 24/7