Refund policy

Effective Date: 6 January 2026

Introduction

At Stilenza, we want every customer to shop with confidence. This Return & Refund Policy explains how returns, refunds, replacements, and damaged or incorrect items are handled. Please read this policy carefully before placing an order, as it forms part of our Terms and Conditions.

This policy applies worldwide to all customers unless otherwise required by applicable law.

30-Day Return Guarantee

All customers are entitled to a 30-day return guarantee.

You may request a return within 30 calendar days from the date your order was delivered. This guarantee applies to all eligible products purchased through our website.

Requests submitted after the 30-day period may not be accepted.

Return Conditions

To qualify for a standard return under the 30-day return guarantee, items must meet all of the following conditions:

  • Unused and unworn

  • Unwashed

  • In original condition

  • Returned in original packaging

  • All original tags, labels, and accessories attached

Items that do not meet these conditions may be refused or may qualify only for a partial refund, unless the item arrived damaged, defective, or incorrect.

Non-Returnable Items

The following items are not eligible for return under normal circumstances due to hygiene or customization reasons:

  • Underwear or intimate apparel

  • Customized or personalized products

However, if any of these items arrive damaged, defective, or incorrect, they remain fully eligible for a refund or replacement under this policy.

How to Request a Return

To initiate a return, please follow the steps below.

Contact our customer support team by email:
support@stilenza.com

Include the following information:

  • Order number

  • Reason for return

  • Clear photos (required if the item is damaged, defective, or incorrect)

All return requests must be approved before items are sent back.

Return Approval and Instructions

Once your return request is reviewed and approved, you will receive a confirmation email with detailed return instructions.

Returns sent without prior approval may be refused.

Return Packaging Requirements

Returned items must be packaged securely to prevent damage during transit.

All original packaging, tags, labels, and accessories must be included. Items returned in poor condition due to inadequate packaging may be refused.

Authorized Return Address

All approved returns must be sent to our authorized return facility.

Return Address:
Recipient: Holly Huang
Phone: +86 135 5671 5849
Address Line 1: 3rd Floor, Building 2, Baiwei Industrial Park
Address Line 2: No. 170 Xiangshan Road, Qinghuang Village
City: Dongguan
State/Province: Guangdong
Postal Code: 523000
Country: China

This is the only authorized return address. Returns sent to any other address may not be processed.

Return Shipping Method

Customers must use a trackable shipping method when returning items.

Stilenza is not responsible for return shipments that are lost, delayed, or damaged during transit. Proof of shipment and tracking information should be retained until the return is fully processed.

Return Shipping Costs

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Refunds

We do not offer direct exchanges. All approved returns are refunded according to the following process:

  • Refunds are issued to the original payment method only

  • Returned items are inspected within 1–2 business days after arrival

  • Refunds are processed within 5 business days after inspection

  • Refunds are issued in accordance with applicable legal and platform requirements

If a returned item does not meet the return conditions, the refund may be refused or adjusted accordingly.

You will receive a confirmation email once your refund has been processed.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.

Email support@stilenza.com and include:

  • Your order number

  • Clear photos showing the issue

Once verified, we will offer one of the following solutions:

  • A full refund

  • A free replacement of the same item

These cases are always covered, even for items that are normally non-returnable.

Late or Missing Refunds

If you have not received your refund after confirmation, please allow additional time for your payment provider or bank to process the transaction.

If the issue persists, contact our support team for assistance.

Abuse of Return Policy

We reserve the right to refuse returns or refunds in cases of suspected abuse, excessive returns, fraud, or misuse of this policy.

BUSINESS INFORMATION

Brand name: Stilenza
Operated by: QJ GLOBAL LIMITED
Company Registration No.: 78864222
Address: 21st Floor, CMA Building
64 Connaught Road Central
Hong Kong

Contact details
Email: support@stilenza.com
Phone: +61 489 980 653 (call or text)
Contact form: click here

Customer Service
Support hours: Monday to Friday, 8:00 AM – 5:00 PM. We aim to respond to all inquiries within 24 hours.