Frequently Asked Questions (FAQ)
1. When will my order be processed?
Orders are typically processed within 1–3 business days, Monday to Friday, excluding public holidays. Processing includes order verification, preparation, and dispatch.
2. What does “processing time” mean?
Processing time refers only to preparing, verifying, and dispatching your order. It does not include shipping or transit time.
3. What happens if I place my order before or after 11:00 AM?
Orders placed before 11:00 AM (local time) on a business day are usually processed the same day or the next business day. Orders placed after 11:00 AM or on non-business days are usually processed on the next business day.
4. How long does delivery take in total?
| Region | Processing Time | Shipping Time | Estimated Total Delivery Time |
|---|---|---|---|
| North America | 1–3 business days | 5–14 business days | 6–17 business days |
| Europe | 1–3 business days | 5–8 business days | 6–11 business days |
| Asia-Pacific | 1–3 business days | 6–12 business days | 7–15 business days |
| Middle East | 1–3 business days | 5–10 business days | 6–13 business days |
| Latin America | 1–3 business days | 9–15 business days | 10–18 business days |
| Africa | 1–3 business days | 9–16 business days | 10–19 business days |
5. Do you offer free shipping?
Yes. We offer free worldwide shipping on all orders. There are no additional shipping, handling, or packaging fees charged at checkout.
6. Will I receive tracking for my order?
Yes. All shipments include tracking information where supported by the carrier. Tracking details are sent by email once your order ships and may take 24–48 hours to become active.
7. What should I do if my order is delayed?
Delivery delays may occur due to carriers, customs inspections, weather conditions, high shipping volumes, or address issues. These delays are outside our control and do not qualify for cancellation or refund outside our Refund & Return Policy.
8. What if my package shows as delivered but I didn’t receive it?
If tracking shows your order as delivered but you have not received it, you must contact us within 5 days of the delivery confirmation. Carrier confirmation is considered official proof of delivery.
9. What is your return timeframe?
We offer a 30-day return guarantee worldwide. You may request a return within 30 calendar days from the date your order was delivered.
10. Who pays for return shipping?
For standard returns, customers are responsible for return shipping costs. If an item is confirmed to be damaged, defective, or incorrect, we will cover return shipping or provide a free replacement.
11. How long does it take to receive a refund?
Once a returned item is received, it is inspected within 1–2 business days. Approved refunds are processed within 5 business days after inspection and issued to the original payment method.
12. Are there any fees deducted from refunds?
No. We do not deduct processing, handling, or administrative fees from approved refunds. Any delay after refund processing is caused by your bank or payment provider.
BUSINESS INFORMATION
Brand name: Stilenza
Operated by: QJ GLOBAL LIMITED
Company Registration No.: 78864222
Address: 21st Floor, CMA Building
64 Connaught Road Central
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.