Frequently Asked Questions

Everything you may want to know before or after ordering from STILGRACE.

Orders

How do I know my order was received?

After successfully placing an order, you should receive an order confirmation at the email address entered during checkout.

Please check your spam or junk folder if you do not see it in your inbox.

If you still cannot find the confirmation, contact us at questions@stilgrace.com and include the name and email address used for the order.

Can I change or cancel my order?

If the order has not progressed too far through fulfillment, we will attempt to make the requested change or stop the shipment.

Once an order has entered fulfillment or has been dispatched, changes or cancellation may no longer be possible.

If cancellation is no longer possible, you may be able to use our normal return procedure after receiving the order.

Can I change my shipping address after ordering?

If you notice an address error, contact us as soon as possible.

We will attempt to update the address if the order has not yet reached a stage where changes are no longer possible.

We cannot guarantee an address change after processing or shipment has begun.

Shipping & Delivery

Where does STILGRACE currently ship?

STILGRACE currently serves customers in the United States.

How long does delivery take?

Our standard estimated delivery timeline is:

Processing: 1–3 business days
Transit after dispatch: 6–12 business days
Estimated total: 7–15 business days

Business days are Monday through Friday, excluding applicable public holidays.

These are estimated delivery times rather than guaranteed arrival dates.

Carrier disruptions, weather, address issues, or other circumstances outside the normal delivery process may occasionally affect delivery.

How much is shipping?

Any applicable shipping cost is displayed during checkout before you complete your purchase.

You will be able to review the total amount before submitting your order.

Will I receive tracking information?

When tracking is available for your shipment, tracking information is provided after dispatch.

It can sometimes take a little time for the first tracking events to appear after the parcel has been transferred to the carrier.

My tracking has not updated. Is something wrong?

Not necessarily.

Tracking systems do not always update continuously, and there may occasionally be a delay between physical parcel movement and the next tracking event.

If your order is still within the normal 7–15 business-day estimated delivery timeframe, continued tracking updates may still appear.

If the estimated delivery period has passed and there is still no meaningful update, contact us at questions@stilgrace.com.

My tracking says delivered, but I cannot find the parcel. What should I do?

First check:

around the delivery location;
with members of your household;
with neighbors where appropriate;
your building reception or mailroom; and
any parcel locker or designated delivery location.

If the parcel still cannot be located, contact us so that the delivery can be investigated.

Jewelry & Product Information

Where can I find product details?

Please check the individual product page before ordering.

Product-specific information such as:

dimensions;
available variants;
finish;
material information;
included items; and
care information

will be stated on the relevant product page where applicable.

Product information can differ between items, so information for one piece should not be assumed to apply to another.

What materials are STILGRACE jewelry pieces made from?

Materials can differ by product.

We do not apply one universal material description to the entire STILGRACE collection.

Please use the material information provided on the individual product page for the item you are considering.

Is STILGRACE jewelry hypoallergenic?

We do not make a universal hypoallergenic claim for all STILGRACE jewelry.

If a particular product has a verified material or product characteristic relevant to sensitivity, this should be stated on its individual product page.

If you have a known metal allergy or sensitivity, review the stated product information carefully before ordering.

Will the jewelry look exactly the same as it does on my screen?

We aim to represent products accurately.

However, slight differences in perceived color or appearance can occur because of:

screen settings;
display brightness;
lighting; and
photography.

These normal display differences do not mean that a product may materially differ from its description.

Payments

What payment methods can I use?

Our primary U.S. payment options include:

Visa
Mastercard
Apple Pay
Google Pay
Shop Pay

Discover and Diners Club may also be available where supported by the payment provider and your checkout.

The payment methods actually available for your specific order are always those displayed at checkout.

Do you accept PayPal?

No. PayPal is not part of the current STILGRACE U.S. payment configuration.

Do you accept American Express?

No. American Express is not part of the current STILGRACE payment configuration.

What currency do you use?

Prices on STILGRACE.COM are displayed in U.S. dollars (USD) unless clearly stated otherwise.

My payment was declined. What should I do?

First check:

your payment details;
your billing address;
available funds; and
whether your bank has blocked the transaction.

You can also try another payment option displayed at checkout.

If the issue continues, your bank or payment provider may be able to provide more information about the decline.

Returns

What is the STILGRACE return period?

Eligible items can be returned within 30 calendar days after you receive your order.

Please review our Return & Refund Policy for the complete eligibility conditions.

Where do I send my return?

STILGRACE uses the following designated return centre:

Return Center Address

South Gate 1, 4th Floor
Sujia Aihua Second Floor Factory
No. 1511 Jingang Avenue
Fucun Town, Jindong District
Jinhua City
Zhejiang 322000
China

Please do not return parcels to the Charlotte operations and warehouse address or to the Cheyenne registered / legal address.

Do I have to contact you to obtain the return address?

No.

The return address is published directly above and in our Return & Refund Policy.

You may still contact questions@stilgrace.com if you need help with your return.

Who pays for return shipping?

For an ordinary return because you changed your mind, you are responsible for the direct cost of returning the item.

Because our designated return centre is located in China, the cost may vary depending on:

your carrier;
parcel dimensions;
parcel weight; and
shipping service selected.

We recommend checking the return shipping cost before sending your parcel.

Should I use tracked return shipping?

We recommend using a reliable shipping method with tracking and retaining proof of shipment until your return has been completed.

Can I return worn jewelry?

For a standard change-of-mind return, the item should be unused and unworn and returned in the same condition in which it was received.

Jewelry showing clear signs of wear, alteration, misuse, or customer-caused damage may not qualify for a full refund.

Damaged, Defective or Incorrect Orders

What if my item arrives damaged?

your order number;
a description of the issue; and
relevant photographs where reasonably useful.

We will review the issue and provide an appropriate solution.

What if I received the wrong product?

Incorrectly supplied goods are handled separately from an ordinary change-of-mind return.

Where an error is attributable to us, we will not require you to bear return costs that are legally or operationally our responsibility.

Do I have to pay return shipping for a defective or incorrect product?

Not where the return cost is properly our responsibility.

The customer-paid return shipping rule applies to ordinary change-of-mind returns and does not automatically apply to defective, damaged, incorrect, or materially misdescribed items.

Refunds

How will I receive my refund?

Eligible refunds are normally issued to the original payment method used for the purchase.

When will my refund appear?

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

That external processing period depends on the financial institution or payment provider.

Can my refund be sent to a different payment method?

Refunds are normally returned to the original payment method unless another arrangement is validly required or agreed.

Privacy & Marketing

What happens to my personal information?

Personal information is handled according to our Privacy Policy.

STILGRACE currently uses providers including:

Shopify;
Shopify Payments;
Google Analytics;
Google Ads;
Klaviyo;
Omnisend;
Wetracked.io;
Help Scout; and
Track123

for relevant ecommerce, payments, analytics, advertising, marketing, customer support, attribution, and shipment-tracking functions.

How do I unsubscribe from marketing emails?

Use the unsubscribe link contained in the marketing email.

You may still receive necessary transactional messages concerning existing orders, shipping, refunds, or customer-service requests.

How can I make a privacy request?

Email:

questions@stilgrace.com

Please state that your message concerns a privacy request.

About STILGRACE

Who operates STILGRACE?

STILGRACE.COM is operated by:

Worldwide Apparel Group LLC

Worldwide Apparel Group LLC is the contracting seller for purchases made through STILGRACE.COM.

Is the Charlotte address a return address?

No.

The following location is used for operations and warehouse / fulfillment:

Worldwide Apparel Group LLC
917 W 5th St
Charlotte, NC 28202
United States

It is not the registered / legal address and not the customer return address.

Customer returns must be sent to the designated return centre in Jinhua, Zhejiang, China. That address is published in our Return & Refund Policy.

Still Need Help?

We have tried to keep the information around ordering as clear as possible, but sometimes a question is specific to your order.

For assistance, contact: