Order Changes / Cancellations
To serve you better, we will begin to process your order immediately after you click the SUBMIT ORDER button. Because our system processes orders immediately, we may be unable to cancel or change an order once it is submitted.
HOW TO RETURN OR EXCHANGE A PRODUCT:
We understand that, while a product may be great, it may not be great for YOU. We want you to be happy so, of course, we take returns within a 14-day period from the original purchase.
- All returns must be accompanied by all original components and a receipt.
- Lost your receipt? We can look it up using your name, phone number, credit card number, or often times just date of purchase.
- Product should be unused or lightly used (a reasonable amount to see if you like the product). We reserve the right to decline a return if a substantial amount of product has been used.
- We reserve the right to limit returns if we have reason to suspect misuse of our generous returns policy (such as excessive returns, reseller activity, or fraud).
1. For purchases made in our salons
Simply bring the item(s) you wish to return to any Stella Luca location, and our receptionists will be happy to help.
Product(s) returned within 14 days of the original purchase that include the original receipt (or can be verified in our system) will be fully refunded via the original form of payment. If the original form of payment is unavailable, the refund will be made in the form of an in-store credit.
If you would like to exchange a product for the same item, no payment is required. However, if you exchange for an item at a higher price point, you will need to pay for the difference in price and sales tax. Likewise, if you exchange for a different item at a lower price point, you will receive back the difference in price and sales tax.
2. For purchases made online
An online or in-app purchase can be returned to us by mail or by bringing it to any Stella Luca Salon location. Please note that shipping charges on your original order will not be refunded, unless the package was incorrectly shipped or you received defective merchandise.
Returning your online order to one of our stores
To avoid return shipping costs and speed up your refund, you may bring returned merchandise to any Stella Luca Salon location.
Simply bring the item(s) you wish to return to the store with its original email order confirmation, packing slip and original packaging materials. If you are unable to locate your email order confirmation, you can print it by logging in to your stellaluca.com account, selecting order status, and then selecting the order.
If you return the product within 14 days of the original purchase and it's accompanied by its original email order confirmation and packing slip (or can be verified in our system) , you will receive your refund in the form of your original payment. However, if you originally used an online payment service (e.g., PayPal), your refund will be made to your preferred credit or debit card or issued as an in-store credit. In all other cases, the refund will be made in the form of an in-store credit.
Returning your online order by mail
If you choose to mail your return to Stella Luca, we ask that you cover the return shipping charges. We are unable to accept CODs for returned merchandise.
If you return a product within 14 days of the process date on the order packing slip, you will receive your refund in the form of your original payment.
We recommend returning the product in the same shipping carton that you received it in.
Stella Luca Returns
460 N Orlando Avenue Suite 118
Winter Park, FL 32789
Return all products to Stella Luca by ground-only shipping. Certain items in your order may be considered Hazardous Materials (HAZMAT). Hazardous Materials include: aerosol items, some alcohol-based items, items that contain contents under pressure, that may be flammable, volatile or corrosive. The U.S. Department of Transportation (USDOT) requires ground-only shipment of Hazardous Materials due to air shipment restrictions and regulations.
We also recommend that you use a traceable ground shipping method (e.g. UPS or the U.S. Postal Service insured mail), so you can track your shipment back to us.
After we have processed your return and issued a refund, we'll let you know via email. You can also look up your return status online by logging into your stellaluca.com account and clicking on order status. If your refund is being applied back to a bank card or credit card, expect the credit to appear on your account within 7-10 days after you receive the notification email.
Frequently Asked Questions
What happens to the Rewards Points I earned when I purchased an item that I later returned?
Sorry, but Rewards Points earned on a product that you subsequently return will be deducted from your account.
I made a purchase with a coupon, but then later returned my purchase. Can I get that coupon back so I can use it again?
Unfortunately, we are unable to return the coupon code you used for your original purchase.
Shipping Rates and Policies
Stellaluca.com ships to contiguous U.S. states, Alaska, Hawaii, PO Boxes and APO/FPO addresses. Please be aware, we ship from Florida so shipping time should will be based on your distance from our location.
FREE Shipping Promotions
- Orders qualifying for FREE or discounted shipping promotions are shipped via USPS Priority mail.
- FREE or discounted shipping is available in the contiguous U.S. states only, and excludes Alaska, Hawaii, U.S. Territories, PO Boxes, APO/FPO addresses and oversized packages.
Shipping Methods, Costs, and Delivery Times
|Shipping Method||Shipping and Handling Cost*||Estimated Delivery Time**|
|Standard - Florida Delivery||$5.00||2 to 3 business days from the receipt of your order|
|Standard - Central US||$5.00||3 to 4 business days from the receipt of your order|
|Standard - West Coast||$5.00||4 to 5 business days from the receipt of your order|
*All shipping charges include handling, order processing, item selection, packaging and transportation of items.
**Total delivery time includes processing and carrier transit time. Business days do not include Saturdays, Sundays, or holidays.
Our Standard Shipping combines the capabilities of UPS, USPS, and Fedex to deliver packages to you more efficiently.
This allows packages to arrive on Saturday as well as any other business day. Tracking is available through our website or your confirmation or shipment emails, and will indicate the estimated delivery date.
This shipping method is available for shipments to contiguous U.S. states, Alaska, Hawaii, U.S. Territories, PO Boxes and APO/FPO addresses.
This shipping method is the only shipping method available for shipments to U.S. Territories, PO Boxes and APO/FPO addresses.
Orders are typically processed for shipment in 1 to 2 business days.
Not all Shipping Methods are available for all shipping addresses. Refer to the Shipping details above for available Shipping Methods for your address.
All orders containing Hazardous Materials have restrictions. See below for details.
Certain items in your order may be considered Hazardous Materials (HAZMAT). Hazardous Materials are as follows: aerosol items, some alcohol-based items, items that contain contents under pressure, and others (e.g., hairspray and items containing flammable, volatile or corrosive chemicals).
The U.S. Department of Transportation (USDOT) requires ground-only shipment of Hazardous Materials due to air shipment restrictions and regulations. Therefore, these items cannot be shipped to all addresses.
All orders containing Hazardous Materials must be shipped via Standard and cannot be shipped via Expedited or Premium. All orders containing Hazardous Materials can only be shipped to addresses within the contiguous U.S. states and cannot be shipped to Alaska, Hawaii, U.S. Territories, PO Boxes or APO/ FPO addresses.
- Stellaluca.com does not ship to international addresses.
Coupon and Promotion Exclusions and Restrictions
Coupons, promotions, and special offers:
- Cannot be redeemed for cash or gift cards.
- Cannot be combined with any other Stella Luca coupon offer.
- Not valid on prior purchases.
- Limit one per customer.
- Valid through dates specified on coupon or promotion.
- Void if copied or transferred and where prohibited by law.
- Please note some coupons and promotions may be offered only on stellaluca.com or only in one of our physical locations.
- Only one coupon code may be redeemed per order on stellaluca.com
Redeeming Coupons - Stellaluca.com
To redeem a coupon with a valid coupon code, place all items you would like to purchase in your shopping basket. Redeem your coupon by entering the coupon code in the space provided. If the coupon code is valid, the applicable discount or promotion will appear in the shopping basket. Please note that not all in-store coupons and promotions can be redeemed on stellaluca.com and not all stellaluca.com coupons and promotions can be redeemed in-store.
Only one coupon code may be redeemed per order on stellaluca.com and each coupon code may only be redeemed once.
Redeeming coupons in a Stella Luca location
Coupon needs to be presented at time of purchase and within the specified dates. Expired Coupon/Reward Certificates will not be accepted. Prior purchases do not qualify for use with coupon / reward certificates.
Orders qualifying for FREE or discounted shipping promotions are shipped via our Standard service only. FREE or discounted shipping is available in the contiguous U.S. states only, and excludes Alaska, Hawaii, U.S. Territories, PO Boxes, APO/FPO addresses and oversized packages.
All applicable promotions, offers, discounts, and coupons applied at the time of purchase will be prorated and deducted from the amount of refunds or credits, including loyalty points.
Stellaluca.com makes every effort to ensure that all of the merchandise we feature is in stock.
In the event that an item becomes out of stock after your order is submitted, we will ship the rest of the items in your order and send you an email indicating that one of your selected items is out of stock. You will not be charged for the out of stock item. We will not ship the item when it is back in stock, as we do not have a backorder system
Billing and Payment Information
Orders placed with credit/ debit Card
- Your financial institution will place a temporary hold on the funds for your order as it processes. This is not a charge and the hold will be released once your order has shipped.
- We only charge you for items that have shipped. Any item(s) that are cancelled and/or can no longer be shipped will not be charged and your final shipment notice will contain an adjusted price.
- For your own security, you won't be able to submit an order on stellaluca.com if the billing address, credit card expiration date and/or security code doesn't match your credit card statement.
- Stellaluca.com requires you to enter the correct security code with every purchase. We will not remember your security code
- Applicable sales tax will be applied to your stellalluca.com order in accordance with state and local laws, and a sales tax amount will be reflected in the order summary before checkout. The tax rate is determined by several factors including, and not limited to, the items purchased, the ship-to destination and the ship-from location. Gift wrap and delivery charges may also be subject to tax in some states.