Refund Policy
RETURNS / RIGHT OF WITHDRAWAL
At STIL Silver you always have a 14-day right of withdrawal from the date you receive your item. In order to be eligible for a return, the product must be in substantially unchanged condition, i.e. unused, intact, and clean. Some of our products are sealed, and the seal must remain intact for the return or exchange to be accepted. This is clearly marked with either text or a sealing thread. For hygiene reasons, earrings may not be tried on; other jewelry may be tried on carefully. All jewelry must be placed back in its original plastic pouches. If the pouch has a sealing sticker, it must remain unopened for the return to be approved.
Once your return has been received, it must be approved by STIL Silver. If necessary, we will contact you by email. Please ensure the product is well-packed. Scratches, alterations of the silver, etc. will result in a return being rejected. For chains and necklaces returned with knots, we charge a fee of 50–70 SEK due to the time required to untangle them properly.
How to return:
Use the delivery note included in your order and mark which items you wish to return or exchange.
Place the delivery note and jewelry in the original box. Any boxes, packaging, or accessories included with the product must also be returned in substantially unchanged condition.
Attach postage and send the package to our address. Alternatively, purchase a return label from us — in that case, we assume responsibility from the moment you hand the package to PostNord. Return shipping: stilsilver.se
Do not send packages by Registered Mail (REK) without contacting us first.
Items received after the 14-day period may be subject to a late fee added to your invoice.
Return address:
STIL Silver
Västra Hamngatan 20, 2nd floor
411 17 Göteborg
SWEDEN
⚠️ Please note: It is not possible to visit our office in person for returns or complaints.
REFUND OF RETURNED ITEMS
We have a handling time for returns. Refunds of approved returns are processed within 2–3 business weeks after we have received your package.
Original shipping costs are non-refundable. We always deduct 39 SEK from your order upon refund (even if economy shipping at 29 SEK was purchased).
If you received free shipping for orders above 700 SEK but return items that bring your order below this threshold, 39 SEK will be deducted from your refund.
If you used Registered Mail (REK), a fee of 79 SEK will be deducted.
For partial returns, only the returned item(s) will be refunded.
We do not send a confirmation email once refunds are processed. You will always receive a notification from Klarna when a refund has been issued.
EXCHANGES
Do you want to exchange a product for another instead of a refund? Or exchange for a different size? Please email us with the subject line “Exchange”. Note that you cannot exchange for an item that is more expensive than your original purchase. We also do not exchange purchases under 149 SEK. These must be returned under the right of withdrawal, after which you can place a new order in the webshop.
Exchange address (after approval):
STIL Silver
Västra Hamngatan 20, 2nd floor
411 17 Göteborg
SWEDEN
SPECIAL CONDITIONS FOR FREE GIFTS
If you received a free product with your purchase, and you return all purchased items under the right of withdrawal, the free product must also be returned. If not, the regular retail price will be charged.
If you received a free product for reaching a certain order value, and you return items that reduce the order value below the threshold, the free product must also be returned. If not, we may charge the regular retail price.
Note: “Free shipping” is considered a free benefit. If you return your entire order, the regular shipping fee will be deducted from your refund.
STIL Silver reserves the right to block customers who systematically abuse the right of exchange. We also reserve the right to withhold shipments in cases of suspected fraud. Any suspected fraud attempts are always reported to Klarna.
COMPLAINTS
Upon arrival of package:
If your item has a manufacturing defect or arrives damaged, you must email us within 48 hours, describe the issue, and include a photo. We will then decide how to handle the defective item. Please check your jewelry immediately upon arrival.
Defects after use:
If your item breaks during use and the damage was not caused by you, please email us at order@stilsilver.se
with a photo and description of how it broke. Under consumer law, STIL Silver is then obligated to replace the defective product and send you a new one. Wear-and-tear or accidental damage (e.g. breaking a chain by accident) are not considered defects. Under consumer law, you have a 3-year right to complain if you can prove the defect was present at the time of purchase (a manufacturing defect). Silver is a sensitive and soft metal and must be handled with care.
Complaint returns must be sent to the same address as above.
UNCLAIMED PACKAGES
You as the customer are responsible for ensuring that the correct name, address, and other details are entered with your order, and that the correct name appears on the mailbox. If the package is returned to us because it was not collected, we charge an administrative fee of 99 SEK. All information is automatically transferred to PostNord’s system, so it is essential that your details are correct. You are also responsible for receiving notifications properly.
CHANGE OF DELIVERY ADDRESS
For security reasons, we cannot change the delivery address after an order has been placed. The order must be shipped to the address provided at checkout.
GIFT MESSAGES
Sometimes you can choose to include a short gift message with your jewelry. This is a complimentary service and not included in the product price. The message is a simple printed note with the chosen text. If it is missing from your delivery, we cannot send it separately afterwards. You can just as easily write your own note to include with the jewelry.
NOTES TO US
At checkout, there is a message field. This should not be regarded as a guarantee that we can fulfill your requests. Please note:
- We do not change addresses based on notes in this field.
- We cannot guarantee gift wrapping.
- We cannot add products based on requests written here.
If you wish to make a change or cancel your order, please email us at order@stilsilver.se
Since we process all orders as quickly as possible, we cannot guarantee that we will see your message before your order is shipped.