Customer Service

1. Contact
2. Payment methods and security
3. Delivery and shipping costs
4. Returns and exchanges




1. Contact

Customer Service

Thank you for purchasing goods from STYLEBOP GmbH (hereinafter referred to as "STYLEBOP", "we", "us"), if you have any questions regarding your order or our website ("STYLEBOP.com") you can reach us on the following telephone numbers:

GERMANY/AUSTRIA/SWITZERLAND
+49 89 2737 189 248
(MUNICH)
MO-FR 8:00 - 21:00
SA 10:00 - 19:00
customercare@stylebop.com
FRANCE
+800 78 95 32 67
(PARIS)
French MO-FR 9:00AM - 3:30PM
English MO-FR 8:00AM - 9:00PM
SA 10:00AM - 7:00PM
customercare@stylebop.com
USA/CANADA
+1 877 859 2514
(NEW YORK)
MO-FR 2:00AM - 3:00PM
SA 4:00AM - 1:00PM
customercare@stylebop.com
UK/NL
+800 7895 3267
(LONDON)
MO-FR 7:00AM - 8:00PM
SA 9:00AM - 6:00PM
customercare@stylebop.com
AUSTRALIA
+1 800 300 584
(SYDNEY)
MO-FR 4:00PM - 5:00AM
SA 6:00PM - 3:00AM
customercare@stylebop.com
RUSSIA
+8 800 100 6231
(MOSCOW)
Russian MO-FR 10:00AM - 7:00PM
English MO-FR 10:00AM - 11:00PM
SA 12:00PM - 9:00PM
customercare@stylebop.com
ALL OTHER COUNTRIES
+49 89 2737 189 245
(MUNICH)
MO-FR 8:00AM - 9:00PM
SA 10:00AM - 7:00PM
customercare@stylebop.com

You can also send an email to customercare@stylebop.com. We will do our best to resolve your problem and will reply within 24 hours.

Personal Stylist

Need styling advice or help putting together the perfect look? Our fashion advisors are on hand to answer your questions.




2. Payment methods and security

We accept many forms of payment (for example: wire transfer, PayPal, Sofort - Online bank transfer, credit card payment or cash on delivery) however not all payment types may be available to you.

2.1. Wire transfer

Wire transfer is available for the following countries: Germany, Austria, Switzerland and Liechtenstein.

Wire transfer is available for the following countries: Germany, Austria, Switzerland, Italy and Liechtenstein. The payment must reach our account within 5 days after the order was placed. STYLEBOP is entitled to cancel an order if payment is not made within a stated period of time. The customer bears the costs for any additional bank service charges. Your order will be shipped upon receipt of payment.

Bank details in Germany:
STYLEBOP GmbH
Commerzbank Munich
IBAN: DE61700800000596890203
BIC: DRESDEFF700

Bank details in strong>Switzerland:
STYLEBOP GmbH
Commerzbank Switzerland
IBAN: CH9708836124046400006
SWIFT Code: COBACHZHXXX

Please keep in mind that some banks charge an additional fee for international transfers. Such charges do not come from STYLEBOP and should be clarified beforehand with your bank.

Refunds are issued to the bank account used for the payment of the order.

2.2. PayPal

PayPal is available in all countries except for Switzerland, Liechtenstein and Great Britain.

Simply choose PayPal when you select a payment method on our website and you will be redirected to the PayPal website. If you do not have a PayPal account, you can open one during the checkout process. For more information, please visit https://paypal.com.

Refunds are issued to the PayPal account used for the payment of the order.

2.3. Sofort - Online bank transfer

Sofort - Online bank transfer is available in Germany and Austria.

After you choose Sofort - Online bank transfer as a payment method, you will be transferred to Sofort - Online bank transfer. For further information, please visit https://www.sofort.com.

Refunds are issued to the bank account used for the payment of the order.

2.4. Credit card

Credit card payment is available in all countries

Refunds are issued to the credit card used for the payment of the order.

2.4.1. VISA or Mastercard

Our payment system takes part in 3D security program MasterCard® SecureCode and Verified by Visa®. These security checks are carried out directly by your bank in order to check that the credit card is being used by its rightful owner.

If your card is registered for such additional security checks, after providing the card information you will see a pop-up window, where you should confirm the transaction by entering your SecureCode. The transaction will be confirmed only after entering the valid code. For further information, please visit „Verified by Visa“ or „Mastercard Secure“.

2.4.2. American Express

After you provide the credit card information our payment system checks if the delivery address corresponds to the billing address registered with American Express (Amex address verification system or AVS). If the address does not match the information provided to American Express, you will receive a separate email asking you to register the delivery address with American Express. Delivery will only take place after successful verification.

2.5. Cash on delivery

Cash on delivery (COD) is available in the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Monaco, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.

Cash on delivery orders cannot exceed the following total value (excluding shipping costs): 750 EUR in France and Monaco, 999.99 EUR in Italy, 1,500 EUR in Greece, 2,200 EUR in Romania, 2,499 EUR in Spain and 3,000 EUR in other countries.

A maximum of 3 COD orders per customer within 5 working days is allowed when the orders have not been delivered yet and the cash on delivery amount does not exceed the amounts stated above. In this case, the outstanding COD balance cannot exceed the amounts listed above. STYLEBOP will refuse COD orders exceeding these limits, and will inform the customer about this. In this case, the customer may select a different form of payment.

For COD orders you will be charged an additional cash on delivery fee, which is 6.50 EUR. This information is provided during the order process. The amount on your invoice must be paid in full with cash to the courier upon receipt of the goods.

Exception: the COD payment method is not available for orders, where the billing address differs from the delivery address (for example in case of a gift).

COD refunds can only be made to a bank account.

2.6. Voucher

If you own a valid STYLEBOP.com voucher (for example gift voucher or promotion voucher), you can redeem it against your purchase on STYLEBOP.com. For further information, please click here.

2.7. Online security

STYLEBOP transmits all the information over secure internet connections with Secure Socket Layer (SSL) technology, which means your credit card details are always encrypted before being sent or received over the Internet. All the information is encrypted, so that only the payment provider can receive this information.




3. Delivery and shipping costs

Unless otherwise agreed the delivery is carried out from our warehouse to the delivery address provided while placing the order.

3.1 Delivery type, shipping costs and delivery time

Our goal is to dispatch your order upon receipt of payment or the next business day at the latest. During high-volume sale periods, it may take up to 3 business days to dispatch your order. STYLEBOP is not responsible for any delays caused by destination customs clearance processes, severe weather or other unforeseen circumstances. Estimated delivery times are to be used only as an approximated guideline and commence from the date of dispatch.

We’re making holiday shopping chic, easy and stress free. Please find special delivery dates here.

Delivery Country / Delivery Region Shipping Delivery Cost Delivery Time
Germany DHL Standard 8,50 EUR
(Free standard delivery on orders over 300 EUR)
1-3 Working days
Germany UPS Express 18,50 EUR 1-2 Working days
Munich Area delivery DHL Same-Day 10,00 EUR Evening
Guaranteed during selected time window for orders placed Monday – Saturday before 13:00hrs
(Does not apply to legal holidays in Bavaria)
Munich & Selected Suburbs Express Courier Service 13,50 EUR 3 Hours
Dispatched within 3 hours for orders placed Monday – Saturday between 09:00 – 16:30hrs
(Does not apply to legal holidays in Bavaria)
Austria UPS Standard 9,00 EUR 1-3 Working days
Austria UPS Express 18,50 EUR 1-2 Working days
Switzerland and Liechtenstein UPS Standard 12,00 CHF 1-3 Working days
Switzerland and Liechtenstein UPS Express 25,00 CHF 1-2 Working days
Great Britain UPS Standard 5,00 GBP 2-3 Working days
Great Britain UPS Express 15,00 GBP 1-2 Working days
Russia UPS Express 25,00 EUR 5-8 Working days
Rest of Europe* UPS Standard 10,00 EUR 1-3 Working days
Rest of Europe UPS Express 25,00 EUR 1-2 Working days
Middle East (BH, QA, KW, OM, SA, UAE) UPS Express 25,00 EUR 2-4 Working days
USA UPS Express 20,00 USD 2-4 Working days
Rest of the World FedEx Express or UPS Express (BL and WS) 25,00 EUR 2-5 Working days

* not available in AL, AM, BY, BA, GE, GI, IS, KZ, MT, MK, MD, ME, SM, RS, CY, UA.

3.2. Delivery within Germany

UPS

UPS does not deliver to APO/FPO addresses or P.O. boxes. UPS Terms and Conditions apply to all deliveries carried out by UPS and can be found under www.ups.com.

DHL

DHL does not deliver to APO/FPO addresses or P.O. boxes. DHL Terms and Conditions apply to all deliveries carried out by DHL and can be found under www.dhl.de.

3.3. International delivery

3.3.1. Delivery within the European Union

STYLEBOP currently delivers to the following countries within the European Union: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

3.3.2. Delivery outside the European Union

3.3.2.1. Delivery on DDP basis (delivery duty paid)

Delivery to the following countries is carried out on DDP basis: Australia, Bahrain, Canada, Hong Kong, Japan, Kuwait, Liechtenstein, Macau, Monaco, New Zealand, Norway, Oman, Qatar, Saudi Arabia, Singapore, South Korea, Switzerland, United Arab Emirates and the USA.

It means that all relevant sales taxes, import fees and customs duties are included in the purchase price. If, by mistake, our shipping partner invoices you for these costs, please contact us immediately as you are not required to pay any additional fees.

3.3.2.2. Delivery on DDU basis (delivery duty unpaid)

Delivery to the following countries is carried out on DDU basis: Albania, Algeria, Andorra, Angola, Antigua and Barbuda, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belize, Belorussia, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Cameroon, Caiman Islands, Chile, China, Cook Islands, Costa Rica, Democratic Republic of Congo, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Ethiopia, Fiji, French Guyana, French Polynesia, Gabon, Gambia, Georgia, Ghana, Gibraltar, Greenland, Guadeloupe, Guam, Guatemala, Guernsey, Guyana, Iceland, India, Indonesia, Israel, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kirgizstan, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Malaysia, Macedonia, Maldives, Mali, Martinique, Mauritius, Moldavia, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nepal, Nicaragua, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Philippines, Reunion, Russian Federation, Samoa, San Marino, Senegal, Serbia, Seychelles, South Africa, Sri Lanka, St. Barth, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Swaziland, Taiwan, Tanzania, Thailand, Togo, Trinidad and Tobago, Turks and Caicos Islands, Uganda, Ukraine, US Virgin Islands, Uruguay, Uzbekistan, Venezuela and Vietnam.

Please note that product prices stated are exclusive of all taxes and duties. Our shipping partner takes responsibility for such charges and bills the consignee accordingly. We are unable to provide an estimate of these charges. Please check with your local customs to find out if any additional charges will be applied to your order. The shipping costs for the delivery to the address provided, the insurance of the delivery and the costs for all shipping documents are covered by STYLEBOP. Please note that you must bear the costs for possible bank service fees.

If you refuse to pay these charges, STYLEBOP reserves the right to charge you with any additional costs incurred.

3.4. Insurance

All goods you order are insured against damage or theft from the pick-up at our premises until the delivery to the address provided. STYLEBOP covers all insurance costs.

Please note that all deliveries must be signed for. In case you give explicit instructions to our shipping partner to deliver your shipment without signature requirement, STYLEBOP will not be liable for any loss or damage.

3.5. Tracking your order

As soon as your order is passed to our shipping partner, you will receive a separate email. In this email you will find a tracking number for your order, which you can use to track your order online.




4. Returns and exchanges

4.1. General procedure

Should you be unhappy with your purchase or like to make an exchange for a different size, you have 14 days to return the package for a refund or an exchange.

We’re making holiday shopping chic, easy and stress free. Please find our extended return periods here.

In order to make use of a free return, please create a return in your account online. You can do this under MY ACCOUNT on www.stylebop.com.

Please log into your account and go to ORDERS. There you will find the option “Return/Exchange”. Please choose if you wish to return the item or make an exchange for a different size. After confirming you will receive a RAN (Return Authorization Number) or an exchange number. Please fill in the number on the return document included with your order and put this document together with the item/items into the box.

Items must be in original condition with all original designer tags and the STYLEBOP.com tag attached. The obligation for return or exchange does not apply when any of the tags have been removed or damaged. The same applies when the returned item(s) are determined to have been used, worn, washed or damaged. In the case of shoes, the obligation for return or exchange does not apply when shoes show any signs of wear or returned not in the original shoe box. We advise that when trying on shoes, you do so only on a carpeted surface. We ask that shoes are returned in their original packaging/box.

The return is carried out by the same shipping partner used for the original delivery.

UPS

You can contact UPS and arrange a pick up on the following phone numbers:
Germany: 01806 88 26 63
Austria: 08 10 00 66 30

Please provide an address where the package should be picked up. You will have the chance to organize a pick-up with UPS at a time most convenient for you.

Please stick the return label provided onto the box and pass it to the UPS driver. If you follow the instructions provided you will receive a refund to your credit card or bank account less the shipping fee. If you follow the instructions stated above we will cover the costs for return shipment. STYLEBOP is not liable for any loss or damage of the items returned in a different way than stated above.

DHL

Please use the return label provided with the original order. You can drop off the return at any German Post post office, use the packing station (Packstation) or pass it to a DHL driver.

SWITZERLAND

In your shipment you will find a return label, a shipping envelope and three return invoices to complete when you make a return. Please write your RMA number on the enclosed return invoices, selecting the items you want to return and signing them.

Please contact UPS to arrange a pick-up in Switzerland: 044 200 41 00.

Return instructions are always included with your order. This also applies to orders placed in countries which are not mentioned above. All information regarding free returns or free exchanges is included with the order.

4.2. Damaged or incorrect items

Should you receive a damaged or incorrect item, we kindly ask you to contact our Customer Service immediately and we will do our best to resolve the problem as soon as possible.

4.3. Refunds

Please note that up to 14 days may elapse between our receiving your return and the refund procedure. The refund time depends on the chosen payment method. In case the consignee is different from the buyer, the refund is always issued to the buyer and credit card or bank account owner.4

4.4. Currency fluctuations

STYLEBOP is not liable for any exchange rate differences between the original purchase date and the refund date.




Information about the rights of revocation can be found in our general terms and conditions..
Juli 2017, © STYLEBOP.com

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