Refund policy

Return & Refund Policy

Last updated: May 30, 2026

Welcome to Stilnovawear's Return & Refund Policy. This policy applies to customers in the United States and explains how returns, refunds, damaged items, incorrect items, and exchanges are handled.

Stilnovawear is a trading name of BJ Ecom B.V., a company registered in the Netherlands. Our registered company address is Jacob Leendert van Rijweg 50, 2713 JA Zoetermeer, Netherlands. Returns for US customers are processed through our designated US return address listed in this policy.

Summary

  • You have 30 days from the date of delivery to request a return.
  • To start a return, contact us via our website chat or email us at support@stilnovawear.com.
  • Items must be unworn, unwashed, undamaged, unused, and in original condition with all original tags and packaging where applicable.
  • Return shipping costs are the customer's responsibility for standard returns.
  • If an item arrives damaged, defective, or incorrect, we will provide an appropriate solution and cover return shipping where required.
  • Refunds are processed within 5 business days after we receive and inspect the returned item.
  • We do not charge a restocking fee.

1. Return Window

You may request a return within 30 days of the date your order was delivered. Return requests submitted after the 30-day return window may not be accepted.

To be eligible for a return, the item must meet the return conditions listed below. This policy does not limit or waive any rights you may have under applicable US federal or state consumer protection laws.

2. How to Start a Return

  1. Contact us via our website chat or email support@stilnovawear.com.
  2. Include your order number, the item you want to return, and the reason for your return.
  3. Wait for our return confirmation and return instructions by email.
  4. Pack the item securely, preferably in its original packaging.
  5. Ship the package to the US return address provided below using a tracked shipping service.
  6. Share your return tracking number with us once the package has been shipped.

Please do not send any items back without first receiving return confirmation from us. Unauthorized returns may not be processed.

3. US Return Address

Once your return has been approved, please ship the item to the following return address:

Stilnovawear Returns
1323 Walnut St
Kansas City, MO 64106
United States

This address is for approved product returns only. It is not a retail store, registered company office, or general correspondence address. Please do not visit this address in person and do not send returns without first receiving confirmation from us.

The registered company behind Stilnovawear is BJ Ecom B.V., located in the Netherlands. Returns for US customers are processed through the US return address listed above.

4. Return Conditions — Apparel & Footwear

For a return to be accepted, the following conditions must be met:

  • Items must be unworn, unwashed, undamaged, unused, and in original condition.
  • Items must be returned with all original tags, labels, accessories, and packaging where applicable.
  • Items must show no signs of use, including stains, odors, perfume, smoke, pet hair, makeup marks, scuffs, or other signs of wear.
  • Items must not have been altered, repaired, or modified after delivery.

We reserve the right to refuse a return or reduce the refund amount if the returned item does not meet these conditions or has lost value due to handling beyond what is necessary to inspect the item.

Shoes — Additional Conditions

  • Shoes must be returned unworn and in original condition.
  • Soles must show no signs of wear, dirt, scratches, or outdoor use.
  • Shoes must be returned in their original shoe box where applicable.
  • Please do not use the original shoe box as the outer shipping box.

Hygiene Exclusions

For health and hygiene reasons, the following items are non-returnable unless they arrive damaged, defective, or incorrect:

  • Underwear and intimates
  • Bodysuits
  • Items that have been worn, washed, or altered after delivery

5. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, incorrect, or unless otherwise required by applicable law:

  • Items that show signs of wear, washing, use, damage, or alteration after delivery
  • Custom-made or personalized items
  • Items marked as final sale
  • Gift cards

6. Return Shipping Costs

For standard returns, return shipping costs are the customer's responsibility. We do not provide prepaid return labels for standard returns.

If your item arrives damaged, defective, or incorrect, Stilnovawear will cover the return shipping cost or provide an appropriate solution, such as a replacement or refund.

We strongly recommend using a tracked shipping service when returning your order. Stilnovawear is not responsible for return packages that are lost or damaged in transit before they are received at our return address.

We do not charge a restocking fee.

7. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 7 days of delivery, via our website chat or at support@stilnovawear.com.

Please include the following information:

  • Your order number
  • A clear description of the issue
  • Photos of the item, packaging, shipping label, and any visible damage or defect

After reviewing the issue, we will offer an appropriate solution. This may include a replacement, a refund, or return instructions at our cost where required.

8. Refunds

Once your return has been received and inspected, we will notify you by email whether your return has been approved.

If approved, your refund will be processed within 5 business days to your original payment method.

Please note that your bank, card issuer, or payment provider may take an additional 3–7 business days to post the refund to your account. This processing time is outside our control.

Original shipping charges, if any, are non-refundable unless the return is due to a damaged, defective, or incorrect item.

If we have confirmed that your refund was processed but you have not received it after the expected processing time, please contact your bank or payment provider first. You may also contact us at support@stilnovawear.com for assistance.

9. Exchanges

We do not offer direct exchanges at this time. If you would like a different size, color, or style, please return the original item according to this policy and place a new order.

10. Order Cancellations

If you want to cancel an order, please contact us as soon as possible via our website chat or at support@stilnovawear.com.

We will do our best to cancel your order before it is processed or shipped. If the order has already been processed or shipped, it may no longer be possible to cancel it. In that case, you may request a return after delivery in accordance with this policy.

11. Undeliverable Packages, Refused Delivery & Address Issues

If a package is returned to us because of an incorrect shipping address, refusal of delivery, failure to collect the package, or another delivery issue caused by the customer, any return shipping fees or re-shipping costs may be deducted from the refund where permitted by law.

If you need to update your shipping address after placing an order, please contact us immediately. We will do our best to update the address before the order is processed, but we cannot guarantee changes once an order has been dispatched.

12. Your Consumer Rights

This Return & Refund Policy does not limit or waive any rights you may have under applicable US federal or state consumer protection laws.

We aim to provide clear, fair, and transparent return and refund terms for our US customers. If you have any questions about this policy or need help with a return, please contact us before sending your item back.

Customer Service

Email: support@stilnovawear.com
Website chat: Available during business hours at stilnovawear.com
Monday – Friday: 8:00 AM – 6:00 PM Central Time
Saturday – Sunday: 8:00 AM – 4:00 PM Central Time

Related Policies

Shipping Policy | Privacy Policy | Terms of Service | Payment Policy

Quick Links

Contact Us | FAQ | Track Your Order

Company & Contact Information

Store name / trading name: Stilnovawear
Legal company name: BJ Ecom B.V.
Registered company address: Jacob Leendert van Rijweg 50, 2713 JA Zoetermeer, Netherlands
US return address only: 1323 Walnut St, Kansas City, MO 64106, United States
Email: support@stilnovawear.com

Stilnovawear is a trading name of BJ Ecom B.V., a company registered in the Netherlands. Returns for US customers are processed through our US return address listed above.