Returns, Refunds and Customer Care

How do I return an item?

In your original parcel, you'll have received a returns slip. Simply fill in the returns slip and send your parcel back over to us at the studio.

If you've misplaced your returns slip, you can download another here.

What's your returns address?

You can find the returns address on the returns slip, or simply send to

Stalf

Unit 18, The Enterprise Village

Prince Albert Gardens

Grimsby

DN31 3AT

Who pays for the returns postage?

You pay for the postage on any returns or exchanges.

If your garment is faulty, please contact us at customerservice@stalf.co.uk and we will schedule a collection at your convenience.

Why do I have to wait again when I exchange an item?

When you return an item for an exchange, your replacement will be treated as a new order, and added to the order list.

Since every order is made in-house as it is placed, this is the fairest way to process all orders.

If we can fulfil your item immediately with the small amount of stock we hold, we will.

Do you have a phone number?

Currently all of our customer service is handled via email.

This is so that we can give you the most thorough, accurate and traceable service that our small team can provide.

When you email our customer care service, you'll always be "chatting" one of our highly trained staff members, and will never receive an auto response.

What's your customer care email?

customerservice@stalf.co.uk

How long do refunds take to be processed?

Once your return has been received at the studio, it will be processed within 1-2 days.

If you've requested a refund, it can take up to 7 working days to appear on your statement, depending on how you paid and your bank's processing times.

Dispatch Times and Your Order Status

Why does it take up to 4 weeks for my item(s) to arrive?

Your new Stalf garment is hand cut and made to order, just for you.

This takes time.

We'll usually fulfil your order in 3 weeks, but sometimes it can take longer.

Send us over an email if you have specific requirements or for a more detailed outline of current dispatch times.

How can I check the status of my order?

Send us over an email, we're always happy to help!

customerservice@stalf.co.uk

Can you speed my order through?

Your order will be processed the same as any other, and added to our order list.

Occasionally we can meet specific deadlines on request, please send us over an email to see what we can do.

customerservice@stalf.co.uk

Shipping, Delivery and Taxes

How will my parcel be delivered?

We send all UK parcels via a tracked DPD service.

You'll receive a tracking email once your order has left the studio and a text or email on the day of delivery with a one hour delivery window.

If you have specific delivery requirements, please email us at customerservice@stalf.co.uk

Do you deliver worldwide?

We deliver worldwide. Simply select your destination country at the checkout, where the cost will be calculated.

Will I have to pay customs charges?

You, the customer, are responsible for paying any customs charges incurred when you select International Delivery.

Is your packaging environmentally friendly?

Yes. Our packaging is paper and card.

We post your garment in a 100% biodegradable bag.

How can I change my delivery address?

Send us over an email at customerservice@stalf.co.uk

Garment Care

How do I wash and care for my Stalf?

We advise that all linen and cotton pieces are machine washed at 30-40 using a standard detergent. 

Let your pieces air dry, do NOT tumble dry.

Finally, revive your Stalf with a thorough steam iron on the relevant setting. 

All pieces have a care label sewn into the side seam.

For Dreams items, please see care instructions per product.

What not to do?

Do not tumble dry your Stalf.

We also STRONGLY advise against the use of softeners, colour brighteners, or additional detergents/products.

Discounts and Sales

Do you offer discounts?

From time to time we offer discounts and offers.

Please make sure you're signed up to our newsletter to be the first to hear about these.

Do you ever have sales?

Very rarely. We occasionally hold stock clearance sales, but these do tend to sell very quickly. We also occasionally carry sale stock when we run pop-ups and events. Sign up to the newsletter for notifications.

Where to purchase Stalf from?

Can I purchase from stockists?

In order to offer the very best service at the very best price, we do not sell through any third parties. We'd advise against purchasing Stalf from any place other than our website.

Is your studio open to the public?

Our studio is a working environment and often very busy.

We can offer appointments to view the pieces if you're in the area.

Please email customerservice@stalf.co.uk to arrange.

Notes on Stalf sizing and finding your perfect fit...

 

Ensuring that your Stalf is the correct fit is essential to protecting the longevity of your purchase.

Every Stalf style is designed to be worn loose and breezy and should skim the body without feeling tight or restrictive.

We advise that you match yourself up to each item individually using both the measurement guidelines document and the collection measurement table below. 

Simply open both documents by clicking, find the relevant items on the "measurements guidelines" and use the "measurements table" to find your perfect fit!

Measurement Guidelines

Open here:

 

 

 

Measurements Table

Open here:

 
 
 
 
 
 
 

Stalf Originals

13 timeless styles. 

Available in a selection of classic and magical colours.

Designed for every day, handmade from start to finish at our Pink Studio.

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Have a question or query?

Have a read of our FAQs

or

Send us over an email...

customerservice@stalf.co.uk

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