FAQs

Welcome to our support portal

• Reward Points

• Returns

• Pre-Order

Frequently Asked Questions

1. How do I get enrolled in the loyalty program?
   All accounts are automatically entered into the loyalty program. The only condition to earn and spend points is that you must be logged into your account when placing orders.
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2. What is the value of each point?
   Each point is equivalent to a €1 discount for users at the "General" status level.
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3. What is a pre-order and how does it work?

   Pre-order items are pieces from an upcoming collection that you can order before the goods arrive at our warehouse. When ordering, you initially pay only a 40% deposit – the item is then firmly reserved for you. As soon as it arrives, you receive an e-mail, complete your order by paying the remaining balance, and we ship the item immediately. Pre-order items are marked “Pre-Order” on the product page, together with the expected availability date.

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4. How do I return my item? Do I need to fill out a form?
   You do not need to fill out any forms, print any email or write any handwritten brief to us! Simply pack the item securely and send it back to the following address: Stilecht Mode GmbH, Königstraße 50, 30175 Hannover, Germany.
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5. How will I receive my refund?
   All refunds will be processed through the same payment channel originally used for the purchase. For example, if you paid by credit card, we will refund the amount to that same credit card.
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6. How does payment work for a pre-order?

   At checkout you initially pay only a 40% deposit of the item price, using any of our regular payment methods. As soon as the item has arrived at our warehouse, you automatically receive an e-mail from us. Through it you complete your order and pay the remaining 60%. Your item ships right after we receive the final payment.

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7. How long does it take to receive my refund?

   Once we have received and inspected your return, your refund will be issued via the original payment method. How quickly the refund is processed depends on your customer group and your return rate:

   Condition	Time until refund
   First 3 orders or return rate < 20%	1 day
   Return rate 20% – 40%	5 days
   Return rate 40% – 70%	10 days
   Return rate > 70%	14 days

   The times stated apply from the moment your return arrives back at our warehouse.

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Latest Questions

1. What happens if the delivery date changes or an item cannot be delivered?

   Availability dates are based on our designers' shipping schedules and can occasionally shift by a few days. If a date changes, we also update the availability date shown on the product page. In the event of a longer delay, we'll inform you by e-mail. Should an item exceptionally not be deliverable at all, we'll notify you right away and immediately refund all payments already made – including your deposit – in full.

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2. Can I return a pre-order item?

   Yes. Once delivered, pre-order items are covered by the same return policy as any other order. You'll find all details in our “Returns” FAQ category.

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3. Can I cancel or change my pre-order?

   Yes. You can cancel your pre-order free of charge at any time before it ships – any payments already made, including the deposit, are of course refunded in full. Simply contact our customer service, stating your order number. We're also happy to make changes on request, such as a different size, subject to availability.

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4. Why can't I add another pre-order item to my cart?

   Pre-order items with different availability dates cannot be combined in one order. If your cart already contains a pre-order item, you can only add further pre-order items with the same availability date. For items with a different availability date, simply place a separate order. In-stock items, on the other hand, can be added at any time.

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5. Can I order pre-order and in-stock items together?

   Yes, of course. In-stock items are paid in full as usual, while for the pre-order item only the deposit is due at first. If the availability date of your pre-order item is coming up soon, we ship your whole order together in one delivery. If the date is further away, we ship the in-stock items right away and the pre-order item separately once it has arrived and the final payment is made – at no additional shipping cost to you.

   Please note: several pre-order items can only be ordered together if they share the same availability date.

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6. When will my pre-order item be delivered?

   The expected availability date is shown directly on the product page. New collections arrive from the designers in several deliveries over the course of the season, so the date can differ from item to item. As soon as your item arrives, we notify you by e-mail. Once you've paid the remaining balance, we ship the item immediately – you'll receive the usual shipping confirmation with tracking.

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7. How do I find all pre-order items?

   You'll find all pre-order items collected under “Pre-Order” in our main menu, where you can also filter by expected availability date. Each pre-order item is clearly marked on its product page.

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8. In what condition should the returned item be?
   The returned item must be in a resalable condition. This means: It should not show signs of wear or use. It must be free of any odors such as perfume, smoke, or similar scents. It should include all original packaging and tags (labels/etiquette). The item should be clean, undamaged, and ready for resale. If the returned item does not meet these criteria, we reserve the right to refuse the return.
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