Returns | Switzerland
You can return your order within 30 days of receiving it
To return your order, please send an email specifying your order number and the products you wish to return to returns@stellarequipment.zendesk.com. The customer service representative will arrange a pre-paid return label and a customs proforma. Please note that this is needed for your return to reach us. You cannot return your order without these documents.
How to change sizes or colors of items
If you want to change a color or size, return the products you want to exchange (follow the step-by-step instructions below) and place a new order for the products you wish to exchange to. We will refund you for the returned items as soon as we have received your return.
Refund
We will refund your return as soon as we have received and processed it, usually it does not take more than a week from that you shipped the return. However it can take a couple of extra days depending on customs processing. The money will be refunded to the same account as you paid with.
How to make a return, step by step:
1. Put the items that you wish to return with their original packaging into a sturdy and safe box, if possible use the box in which you received your order. Fill out the enclosed return form and add it into the parcel.
2. Put the customs proforma that the customer service representative sent you into the box. Attach the pre-paid return label to the box. If you use the original box, please make sure that the old shipping label is not visible. Do not seal the package as the contents and proforma needs to be shown to DHL.
3. Book a pick up with DHL Express by following this link: https://mydhl.express.dhl/ch/en/home.html#/schedulePickupTab
4. As soon as we have received and processed your return we will refund you and send a ”credit memo” as proof of the refund. If you want to track your return you can go to www.dhl.ch and use the waybill number that you find on your “archive document” that was sent to you by customer service.
Please note that all items that you return to us must be in an unused and new condition. We will not accept returns of products that have any signs of use. If you would have received an item that is not in a new condition or faulty, please contact customer service and we will be glad to assist you further.
