FAQ

Can you tell me when new products and special promotions are announced?

Yes, mailing list registration is available at the bottom of our home page. Simply enter your email address and you'll receive updates on new arrivals, sales, exclusive offers, events, and other special announcements.

 

What is your privacy policy?

We will never share your email address or personal information with third parties. Any information collected on this website will be used for fraud prevention, order verification, customer service, or internal marketing purposes only.

 

I found the perfect thing, yay! When will my order ship?

Our talented production staff and office teams work together to produce and fulfill orders within 1–3 business days. You will receive an email confirmation with tracking information as soon as your order ships.

 

Does S T I L L W A T E R offer Gift Cards?

Yes, we do! Gift Cards can be purchased in any amount and are delivered via email to any individual with a valid email address. The recipient will receive a Gift Card code redeemable exclusively on our website.

 

What if I need to cancel or change my order?

Once your order is submitted, you have a one (1) hour window to make changes to your shipping address, update order details, or add additional items using our Order Edit feature.

If you need to cancel your order, please contact customer service as soon as possible by emailing hello@stillwaterthebrand.com. We will make every effort to accommodate your request. However, once an order has entered the fulfillment process, it cannot be modified or canceled.

Customized or personalized items cannot be canceled or returned.

 

What is the Return/Exchange Policy?

Unwashed, unworn, unused, or defective non-sale merchandise may be returned within 30 days of purchase for an exchange or refund. Merchandise received after 30 days may be accepted at our discretion for store credit only.

All items purchased on sale or from the Archive Sale are FINAL SALE and are not eligible for returns, exchanges, or price adjustments, except where required by applicable law.

Return Shipping Coverage is offered at checkout and covers the cost of return shipping for eligible returns and exchanges. If Return Shipping Coverage is not purchased, customers are responsible for the cost of return shipping.

We recommend using a trackable shipping service and retaining your tracking information, as we cannot be held responsible for lost return packages.

Orders placed using our Welcome Offer (15% Off) are considered full-price purchases and remain eligible for returns and refunds in accordance with our standard return policy.

Original shipping charges are non-refundable.

Please send your returns to the following address and include your return form inside the package:

S T I L L W A T E R

719 S. LOS ANGELES ST. STE 340

LOS ANGELES, CA 90014

 

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 7–10 business days. As a general rule, we process returns on Mondays and Thursdays.

We appreciate your patience while your return works its way through the process.

Please note that your financial institution may require additional time to post the refund to your account after receiving confirmation from us. Most refunds appear within 24–72 hours after processing.

 

EU Right of Withdrawal

If you are a customer located within the European Union, you have the right to withdraw from your purchase within fourteen (14) days of receiving your order without providing any reason.

The withdrawal period expires fourteen (14) days after the day on which you, or a third party designated by you (other than the carrier), takes physical possession of the goods.

To exercise your right of withdrawal, please use the following link:

https://stillwater-la.myshopify.com/apps/redo/returns-portal/login?withdraw=true

Under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid return label will be provided through our withdrawal portal, and the cost of the label will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation or, if later, once we have received the returned goods or received proof that the goods have been shipped back to us.

Customers located within the European Union retain any mandatory statutory rights provided under applicable consumer protection laws, including the right of withdrawal where applicable.

This right does not apply to products exempt under Article 16 of Directive 2011/83/EU, including personalized goods, certain sealed hygiene products once opened, digital content after delivery has begun, and other legally exempt products.