Refund and Returns Policy
Last updated: 4 September 2026
Overview
Every Stellar Tortoise product is made to order. We want you to receive an item that is correctly produced, free from defects, and consistent with the product you ordered.
This policy explains how to report damaged, defective, misprinted, incorrect, or missing products, as well as your statutory right of withdrawal where applicable.
Nothing in this policy limits any mandatory consumer rights or legal guarantees available under applicable law.
Damaged, defective, misprinted, or incorrect products
If your product arrives damaged, defective, misprinted, or different from what you ordered, contact us as soon as possible and preferably within 30 days of receiving it.
Please include:
- Your order number
- A description of the problem
- Clear photographs showing the affected product and the issue
- A photograph showing all affected items together if several products have the same problem
- A photograph of the packaging when shipping damage may have occurred
After reviewing the claim, we will offer an appropriate solution, normally a replacement at no additional cost or a refund to the original payment method.
You do not normally need to return a damaged, defective, or misprinted product. Please do not send it anywhere unless we specifically ask you to do so.
The 30-day reporting period helps us submit the claim promptly to our fulfilment partner. It does not reduce any mandatory statutory rights or legal guarantee that may apply.
Lost orders
If an order has not arrived and the tracking information has stopped updating, contact us as soon as possible. Lost-in-transit claims should preferably be reported within 30 days after the estimated delivery date.
We may ask you to:
- Confirm the delivery address supplied with the order
- Check with neighbours or other household members
- Contact the local delivery office
- Provide any additional information requested by the carrier
If the shipment is confirmed as lost, we will arrange a replacement or refund as appropriate.
If tracking shows that the parcel was delivered, we will investigate the matter with you and the carrier, but a replacement or refund cannot be guaranteed until the circumstances have been established.
Right of withdrawal
If you are an EU consumer, you generally have the right to withdraw from an eligible online purchase without giving a reason within 14 days after receiving the goods.
To exercise this right, contact us at return.st [@] stellartortoise [.] com within that 14-day period and clearly state that you wish to withdraw from the purchase. Include your name, order number, the products concerned, and the date on which you received them.
After notifying us, you must return the eligible products within 14 days. We will provide the correct return instructions and return address. Because orders may be produced at different fulfilment facilities, do not send anything back before receiving our instructions.
You may inspect an item as you would in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics, and fit.
For a withdrawal based only on a change of mind, you are responsible for the direct return-shipping cost. We strongly recommend using a tracked shipping service and retaining proof of postage.
Personalised products
The statutory right of withdrawal does not apply to products created according to your individual specifications or clearly personalised for you, such as products bearing a custom name, text, image, or artwork supplied or selected by you.
Choosing a standard size or colour from the options offered on an ordinary Stellar Tortoise catalogue product does not, by itself, make that product personalised.
This exception does not affect your rights if a personalised item arrives damaged, defective, misprinted, or different from what you ordered.
Wrong size, colour, or change of mind
Our fulfilment partner does not provide free replacements or reimbursements when a customer selects the wrong size or colour or simply changes their mind.
This does not remove any statutory right of withdrawal that applies to an eligible, non-personalised purchase. If you are entitled to withdraw, follow the procedure under “Right of withdrawal.”
Please review the product description and size guide carefully before ordering.
Exchanges
Because products are made to order, we do not operate a standard direct-exchange service.
For an eligible non-personalised product covered by the right of withdrawal, you may return the original item according to the procedure above and place a separate order for the preferred size, colour, or product.
If we supplied a damaged, defective, misprinted, or incorrect item, we will arrange a replacement or another appropriate remedy without additional cost.
Refunds
Once a return is received and inspected, or a claim is approved without requiring a return, we will notify you by email.
For an eligible exercise of the right of withdrawal, we will reimburse the payments received from you, including the cost of our least expensive standard delivery option. Additional delivery costs resulting from your selection of a more expensive shipping method are not refundable.
We may withhold the refund until we receive the returned goods or until you provide evidence that they have been sent back, whichever occurs first.
Refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the amount appears in your account.
Sale items
Your statutory rights also apply to discounted or sale products. A reduced price does not remove your rights concerning defective, incorrect, or otherwise non-conforming goods, or an applicable right of withdrawal.
Incorrect addresses, unclaimed parcels, and returns to sender
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because the address supplied was incorrect or incomplete, the parcel was refused, or it was not collected, we will contact you after the fulfilment facility registers the return.
If you want the order resent, additional shipping charges may apply when the return resulted from an incorrect customer-provided address, refusal, or failure to collect the parcel. Returned orders must normally be reshipped within the period communicated to you after we receive the return notification.
If the return resulted from an error by Stellar Tortoise, our fulfilment partner, or the carrier, we will provide an appropriate solution without additional cost to you.
Returning a product
Always contact us before returning a product product.
Because our products may be fulfilled in different locations, the correct return address depends on the product and fulfilment facility. We will provide the applicable address and instructions after reviewing your request.
Authorised returns must be addressed in the following format:
Stellar Tortoise Returns
[RETURN ADDRESS PROVIDED BY CUSTOMER SUPPORT]
Any fulfilment-facility address supplied for a return is solely a product-return address. It is not Stellar Tortoise’s registered business address and must not be used for legal correspondence or unrelated mail.
Unauthorised returns sent to an incorrect address may be delayed, refused, or impossible to process.
Contact us
For returns, refunds, damaged products, or delivery problems, contact:
Email: return.st [@] stellartortoise [.] com
Please include your order number in all correspondence.