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faq

1. How can I cancel or change my order?
Once you have received your order confirmation it is not possible to cancel or change your order. However, if you realize you made a mistake when placing your order, please contact webshop@stinegoya.com as quickly as possible and we will do our best to help you.

 

2. When will my order be shipped?
All orders placed before 11.00 AM (CET) on a working day are usually shipped within the same day. In busy sale periods we do our very best to dispatch your order within 1-4 working days from the day you place your order.


3. I have not received my order as planned. What do I do?
If you haven’t received your order within the stated transit time, please contact webshop@stinegoya.com and we will locate the package for you. Please find more information about transit times in different countries here.


4. I have received a faulty or wrong item. What should I do?
If you have received a faulty or wrong item, please contact webshop@stinegoya.com as quickly as possible stating your name, order number and issue and we will get back to you with further instructions. 


5. How do I return an item?
If it turns out that your purchase wasn’t right for you, we offer 14 days of full return. The return package should be sent to our warehouse at your own expense. Please find the address and our full return guidelines here.


6. How do I know that you have received my return?
Once we have processed your return, you will receive an e-mail with a credit note. Please note that it can take up to 10 working days from the day we receive your package until you receive your refund. For your own safety, please save your shipping receipt until you have received your credit note.


7. When will I get my refund?
Once we have received your package and accepted the return, we will transfer the amount back to the credit card used for purchase. Please note that from the day we have processed your return, it usually takes 1-3 business days before the amount is available on your account.


8. Do I have to pay for shipping?
Yes – shipping is at your own expense when you buy or return an item. We do however offer free shipping on all orders above 220 USD. Please find more information about shipping costs here.


9. Do you ship to my country?
Yes – we ship worldwide. Please find more information about shipping costs and transit time to your country here.


10. Which payment methods can I use?
We accept Dankort, Visa, Mastercard, Maestro, Visa Electron, American Express, JCB, MobilePay and PayPal.