Refund policy

HOUSE OF STEPHIE

Refund & Return Policy

Last Updated: May 13, 2026

We want you to love what you ordered. If something is not right, we are here to help. Please read this policy carefully so you know your options.

1. RETURNS

You have 30 days from the date you receive your item to request a return. To qualify, your item must meet all of the following conditions:

• In its original, unused, and unworn condition

• With all original tags still attached

• In its original packaging

• Accompanied by your receipt or proof of purchase

To initiate a return, contact us at stepnabz@yahoo.com before sending anything back. We will confirm eligibility and provide a return shipping label along with instructions on where to send your package.

Items returned without prior authorisation will not be accepted and may be sent back at your expense.

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, contact us immediately at stepnabz@yahoo.com with your order details and photos where possible. We will assess the issue and work quickly to make it right at no additional cost to you.

3. NON-RETURNABLE ITEMS

The following items cannot be returned under any circumstances:

• Perishable goods (food, flowers, plants, or similar)

• Custom or personalised products (special orders, engraved items, etc.)

• Personal care and beauty products (opened or used)

• Hazardous materials, flammable liquids, or gases

• Sale items and discounted clearance products

• Gift cards

If you are unsure whether your item qualifies for a return, contact us before sending it back.

4. EXCHANGES

We do not process direct exchanges. If you would like a different item, please return your original purchase (subject to the return conditions above) and place a new order once your return is accepted. This is the fastest way to get what you want.

5. EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD

If your order is being shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without providing justification. The same return conditions apply: the item must be unused, unworn, with tags, in its original packaging, and accompanied by proof of purchase.

6. REFUNDS

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or declined.

If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the credit to your account.

If 15 business days have passed since your return was approved and you have not received your refund, please contact us at stepnabz@yahoo.com, and we will investigate promptly.