Terms of service

1. Scope

These Terms and Conditions apply to all purchases made through our Shopify online store under the brands STELLA eMOTION and ADHD Alien. Sales are carried out by fromSWITZERLAND.com GmbH, Switzerland.

2. Contract Formation

By placing an order, you submit a binding offer to enter into a purchase agreement.
The contract is concluded once you receive our formal order confirmation by email including the tracking number.

Please note: Automatically generated messages (e.g. Shopify checkout emails) do not constitute acceptance of your offer. We reserve the right to reject or cancel orders in case of obvious pricing errors, shipping miscalculations, or system issues — especially if the final order total does not reflect actual shipping costs for large or heavy items. In such cases, we will contact you with clarification or an adjusted quote.

3. Prices and Payment

All product prices shown in the store exclude shipping.
We accept most of the major payment methods available through our store (e.g. PayPal, credit cards).

4. Shipping and Delivery

Most orders are fulfilled from our logistics center in Shenzhen, China.
Average delivery time ranges from 4 to 12 business days, depending on destination.
These timeframes are estimates and may vary due to customs clearance, local delays, or seasonal volume.

5. 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

6. Returns

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

7. Governing Law

All purchases are governed by Swiss law.
The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.

8. Import Charges (VAT & Tariffs)

The seller is a company registered in Switzerland. Most orders are shipped from our third-party fulfillment center in China.

Deliveries to countries with VAT (Value Added Tax), sales tax, or similar import taxes are made under DDP (Delivered Duty Paid) conditions whenever possible. This means that all import-related taxes and duties - including VAT - are paid by the seller or our logistics provider before delivery to the customer. In rare cases, additional fees may be charged by local authorities due to administrative reasons, misclassification, or country-specific exceptions. These charges are beyond our control and cannot be reimbursed.

As a result: