Refund policy
At Stephen J, we value your satisfaction and are committed to ensuring a seamless return process. Below, you’ll find all the details about our return policy, including eligibility, process, and special considerations.
What is your return policy?
We accept returns within 30 days of the delivery date. Items must be in their original, unused condition, sealed, and in their original packaging. Products that have been opened, used, or damaged after receipt are not eligible for returns. A valid receipt or proof of purchase is required.
Are there items that cannot be returned?
We do not accept returns of used or opened products due to hygiene reasons. Limited-edition or pre-order items are non-refundable unless they were damaged during transit.
How do I initiate a return?
To start a return, contact our customer service team at customerservice@stephenjbrand.com with your order number/proof of purchase and the reason for the return. Once/if your return is approved, we will send you a prepaid return label along with instructions for shipping your item back to us.
How do I receive a refund or exchange?
Refunds are issued to the original form of payment within 7-10 business days after we receive and process your return. If you'd prefer an exchange, let us know in your return request. Exchanges are subject to product availability, and price. A nominal restocking fee may apply for non-defective returns.
What happens once my return is processed?
We will notify you once we’ve received and inspected your return to confirm whether it has been approved. Approved returns will be refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.
If you haven’t received your refund within 15 business days of approval, please contact us at customerservice@stephenjbrand.com
Exceptions and non-returnable items
Some items are not eligible for return:
- Opened or used personal care products
- Custom or personalized products
- Sale items or gift cards
If you have concerns about a specific item, please contact us for clarification.
What should I do if my item arrives damaged or defective?
If your order arrives damaged or defective, please contact customerservice@stephenjbrand.com within 7 days of receipt. Include photos of the damaged product and packaging. We will arrange a replacement or refund as quickly as possible.
How is the return experience unique at Stephen J?
We pride ourselves on offering personalized service for each return request. A member of our team will work with you directly to ensure the process is smooth and tailored to your needs.
If you have any further questions or require assistance, feel free to contact us at customerservice@stephenjbrand.com. We are here to help!