FAQ

How can I contact STENVER?

Email us at info@shopstenver.com. We typically respond within one business day.

Where does STENVER ship?

We currently ship exclusively within the United States.

Where do orders ship from?

Orders are fulfilled by our international fulfillment partner in Hong Kong.

When will my order be processed?

Orders are typically processed within 1–3 business days, Monday through Friday. Processing may take longer during holidays, sales, and periods of high demand.

How long will delivery take?

Please allow approximately 2–4 weeks for delivery after placing your order. Delivery times are estimates and may vary due to carrier or customs delays.

Can I change or cancel my order?

Submit cancellation or modification requests within 12 hours of placing your order. We will make every reasonable effort to accommodate your request, but changes cannot be guaranteed after processing begins.

If your order cannot be canceled, you may request an eligible return after receiving it.

What payment methods do you accept?

Available credit cards, digital wallets, and other payment methods are displayed at checkout.

What if my order does not arrive?

Contact us if your order has not arrived within 30 days after shipment. We will investigate the shipment with the carrier. Orders confirmed as lost will receive a replacement or refund.

Will I be charged customs duties or taxes?

Applicable sales taxes are displayed at checkout. Because orders are fulfilled internationally, import duties or carrier fees not collected at checkout may be due upon delivery. These charges are the customer’s responsibility.

How do I return an item?

Email info@shopstenver.com with your order number and reason for the return. Do not mail anything before receiving approval and return instructions. Please review our Returns & Exchanges policy for complete eligibility requirements.

Do you offer exchanges?

We do not offer direct exchanges at this time. If you need another size or color, submit an eligible return request and place a new order for your preferred item.

What if my order arrives damaged, defective, or incorrect?

Contact us within 7 days of delivery. Include your order number and clear photographs of the merchandise, packaging, and shipping label. Approved claims will receive a replacement or refund at no additional cost.

When will I receive my refund?

Approved refunds are issued to the original payment method within 10 business days after the returned merchandise is received and inspected. Your bank or card provider may require additional processing time.