Changes or returns of Products are not accepted when they come from an offer, discount or promotional activity. Likewise, it will not be possible to make the return of accessories, discounted garments, or intimate garments (swimwear, and others).
1. Our tough policy 15 days . If 15 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange. Returns caused by misuse of the product are not accepted.
2. We do not offer returns, only exchanges. To be eligible for an exchange, your item must be complete, unused, and in salable condition. It must also be in the original packaging and have all the tags still attached.
3. No more than 1 (one) change can be made per order. You cannot mix virtual codes with discount codes.
4. To complete your change, you must send an email to atencionaclientesthelaco@gmail.com with the following information:
- Order number / Ticket and Product name and size
- Full name of the client
- Cell phone number
- Date when the purchase was made
- Reason for returning the product
5. You must wait for the confirmation of the email to start the return process, which will be arriving in approximately two business days. You must be responsible for the shipping costs of the product, that is, you must pay the guide to Sthela & Co. This process expires 5 days after being contacted, if it is not sent within that period, the return process will be canceled and the return will no longer be accepted.
6. Sthela & Co will be waiting to physically receive the returned product to prove that it meets the return specifications:
- That the product has not been used, since Sthela & Co cannot be held responsible for the use given to the product
- That the product is in good condition
- That the product matches the Purchase Order
7. Once the return is confirmed, product changes can be made as follows: it can take up to two business days to confirm the return
- Partial refund: Change of size or color within the same model will be processed a direct return (subject to availability). The size is not separated until the products have been sent for change and is subject to availability.
- Full refund: the amount of the product from the original purchase will be credited as store credit through a electronic code that can be used to buy a different product or as credit for future purchases. The return code will be sent automatically to the mail registered in the original purchase and expires 2 months after being sent.
8. For no reason / case, refunds will be made to the client in cash or by bank transfer. The return is made exclusively as store credit valid for two months from the generation of the coupon. The shipping cost does not apply for returns.
9. The partial return cost is paid by the customer. The customer will absorb the shipping costs and must pay both the return of the product to Sthela & Co and the shipping. If you are shipping an item over $1000 MXN, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and therefore the exchange would not proceed and we would not be responsible.
10. In the event of a complete return, the bonus of the amount of the product of the original purchase will be granted as store credit. You can buy a product of greater value than the return coupon and cover the difference by the payment method selected. The cost of shipping does not apply for return. The return code will be automatically sent to the mail registered in the original purchase.
11. Any manufacturing defect must be reported immediately to be able to evaluate the case and follow up within the first 20 days of the purchase. Subject to valuation and resolution by the Sthela & Co. team.
12. In the event that the client is not aware of tracking the package and is not at the moment receiving the package, and it is returned to us, the client must be responsible for the shipping costs.
- We give you the option of providing a guide with which you can return it at a lower cost if the client wishes.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Contact your bank. There is often a processing time before a refund is posted.
If you have done all this and still have not received your refund, contact us at atencionaclientesthelaco@gmail.com
sale items
Unfortunately sale items cannot be refunded or exchanged as their sale is final.
Changes in physical store (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to atencionaclientesthelaco@gmail.com and take your item to Av. Ignacio L Vallarta 4825, Zapopan, Jalisco MX 45020
To complete your change, bring the ticket as proof of purchase.
Shipment
To return your product, you must send your product to: Av. Ignacio L Vallarta 4825, Zapopan, Jalisco MX 45020
You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $1000 MXN, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and therefore the exchange would not proceed and we would not be responsible.