Shipping policy

1. Countries we ship to

We currently deliver to the following 50 countries:

Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom & United States

If your country is not listed above, please contact us at info@stella-emotion.com with the item(s) you’re interested in and your full delivery address (including ZIP code). We’ll check whether shipping is possible and provide a quote.

2. Shipping and Delivery

Most orders are shipped from our fulfillment center in Shenzhen, China.
Estimated delivery times are 4–12 business days, depending on the destination. These are average timeframes and may be affected by customs clearance, local delivery conditions, or seasonal volume. We use cost-effective air freight solutions and partner with high-volume carriers. This allows us to offer relatively low shipping rates.

Orders are usually shipped within one business day (excluding local holidays). Once your order has shipped, you will receive an email with a tracking number so you can follow the shipment and see when it is expected to arrive.

3. Lost or Damaged Packages

If your package is lost (e.g. due to customs or shipping carrier issues) or arrives significantly damaged, we will issue a full refund, including the shipping costs you paid.

You do not need to return damaged items. To request a refund, please email a clear photo of the damaged item(s) along with your order number to: info@stella-emotion.com

We refund as follows:

  • Multiple items, some damaged: The affected item(s) will be refunded
  • Multiple items, all damaged: The entire order will be refunded, including shipping
  • Single item: The full amount will be refunded, including shipping

4. Returns

We currently do not accept physical returns.
Refunds are processed digitally, based on the conditions described above (see "Lost or Damaged Packages").

5. Prices and Payment

Product prices shown in our store do not include shipping costs.
We accept major payment methods (e.g. PayPal, credit cards) at checkout.

6. Import Charges (VAT & Tariffs)

We aim to ship all orders DDP (Delivered Duty Paid), meaning that customs duties, VAT, and related import charges are usually paid in advance by our logistics provider, so you won’t have to worry about extra charges or paperwork after checkout.

As a result:

  • No VAT is shown on the invoice
  • Customers are not expected to pay additional import charges upon delivery
  • The seller is not VAT-registered in the destination country
  • Usually any applicable VAT obligations are fulfilled at the point of import by our logistics provider

Please note: Since VAT is handled on import, customers in VAT-based jurisdictions cannot reclaim VAT from the seller.