GENERAL INFORMATION

Are the prices in the online store and at my regular Stradivarius store the same?
Yes, but if there is any difference between the prices shown on the website and those shown on the garment labels, the correct price will always be the one shown on the labels.

Is it possible for me to receive regular information by e-mail on the latest items and offers from Stradivarius?
Yes.Just by accessing the "Newsletter" you'll receive information on the latest items, lookbook and Stradivarius events.

How do I contact Customer Service?
You can contact the Customer Service Department by sending an e-mail using the contact form on our website, or by calling the Customer Service Department.

Can I buy as a company?
Yes, all you have to do is mark the "company" option in personal details, and fill in the fiscal information we ask for.

I've got a discount code. When can I use it?
You can use your discount code for any purchase. Remember that each discount code can only be used once.

Can I cancel my subscription to the Stradivarius newsletter?
Yes, in the "Newsletter" section you can cancel your subscription easily. Fill in the details and then click on "Send".

REGISTRATION

Do I have to register to be able to buy?
Yes. You must register in order to be able to buy online.

How do I register?
Follow the buying guide in the section on how to buy, and create your account to be able to buy products.

I've forgotten my password. What can I do?
If you've forgotten your password, you can recover it in the Log-in section. Follow the steps indicated and you will receive an e-mail with your new password.

Once I've registered, how can I modify my details?
Yes. In the "Your account" section, you have access to all of your personal details. You can modify them, and add new addresses whenever you need to.

Can I cancel my registration as a user of Stradivarius Online Store?
To unsubscribe you must contact our customer service through contact@stradivarius.com.

PRODUCT

How do I choose the right size for an item?
We recommend that you consult the size guide available in each product sheet. To do so, click on the link marked "size guide" beneath/next to the available sizes.

Are the items marked "out of stock" replaced?
If an article is out of stock, we will try to replace it as soon as possible. If there is no stock available, we will remove it from the website.

Are the items on the Stradivarius Online Store the same as the ones sold in the stores?
Yes, all of the items are the same, with the exception that Stradivarius.com has a unique collection of footwear and handbags.

What should I do if I receive a faulty item?
Stradivarius Online Store only sells items in perfect condition; this means that in the unlikely event of you receiving an item with any type of defect, you should contact our Customer Service Department.

How can I request a product certificate?
You can obtain the product certificate whenever you need by contacting our Customer Service Department.

How can I find a product that I've seen in a magazine/on the TV/on a blog?
If you can't find the product you're looking for on our website, contact our Customer Service Department. Tell us the name and number of the magazine/blog address/series or programme where you've seen the item. You'll also have to tell us the size you need and tell us which city you live in. Once we have this information, we'll try to help you out.

PAYMENT

What payment methods can I use?
We offer the following payment methods: Visa, Visa electron, Mastercard, American Express, Affinity Card and Paypal.

Why can my credit card be rejected?
You card can be rejected for any of the following reasons:

  • Your card may have expired. Check that your card has not exceeded its validity date.
  • You may have reached your card's limit. Check with your bank to make sure the card has not exceeded the limit for making purchases.
  • You may have entered the card information incorrectly. Check that you've filled in all of the necessary fields correctly.

When is the payment made?
The payment will be made at the time the order is made, and will be an essential condition so that the order can be formalised. The amount of the payment will correspond to the total for each of the items plus the corresponding delivery costs.

Can I ask for tax-free?
No, this isn't possible, as Tax Free only applies to products that you buy in a store and take away yourself..

Can I get a receipt in my company's name?
Yes, providing the purchase has been made in the company's name, you can print the receipt in the "your account" section.

Is it safe to buy from Stradivarius online?
Yes. You can buy items safe in the knowledge that we make major efforts to implement all of the necessary resources that guarantee the safety of your purchases and your data.

The website won't let me make the payment. What should I do?
Check

  • If the limit for the number of attempts for your card has been exceeded
  • If your card has expired
  • If you have tried to pay using a card that is not accepted by Stradivarius.com
  • If you have made a mistake entering the information contained on your card
  • If the bank that issued the card has cancelled the payment
  • If you have made a mistake entering the code for your card

ORDER

How can I modify my order?
You can modify your order providing it has not been processed. Once payment has been made, the items you have purchased cannot be modified. If you want to change the delivery address, you can do it while the status of your order is marked "pending".

How can I cancel my order?
You can cancel your order while the status of your order is marked "pending". If your order has already left the warehouse, you will have to receive the package and then arrange the return from home or in a store.

How can I follow up the status of my order?
By entering "orders made" in "my account", you can check the status of your order.

What should I do if I have a problem with my order?
If you have any doubts or queries, contact our Customer Service Department..

Can I make an order and request a delivery note that does not show the price of the items?
You can only request delivery notes that do not show the price over the Christmas period.

Can I send an order to another address apart from my own?
Yes, all you have to do is change the delivery address.

Can I change the delivery address once I've placed the order?
You can change the delivery address providing the status of your order is marked "pending"

DELIVERY

Where will I receive my order?
You can receive it at the address you choose (at home, work, etc, but never in a PO box) or otherwise at the Stradivarius store you choose.

Can the delivery country be different from the country in which the purchase was made?
The country where the item is delivered must always be the same as the country in which the purchase was made.

How long will my order take to arrive?/ What is the approximate delivery time?
The delivery times will depend on the type of delivery selected.

  • For deliveries to stores: between 3 and 5 working days.
  • Standard deliveries: between 4 and 6 working days.
  • Express deliveries: between 1 and 2 working days.

*Express delivery costs for France, Germany, Poland and Italy: €9.95

What should I do if I don't receive what I've ordered?
If there is any problem or delay with your delivery, contact our Customer Service Department.

RETURNS

What should I do to return an item?
There are two ways of returning items.
The easiest way to return an item is to take it to one of our Stradivarius stores.
Providing it is in the same country where the purchase was made. The items must be in perfect condition and with their corresponding receipt.
If you would prefer us to pick up the item at your home, please follow the steps indicated in the leaflet included in the package you have received. If you have any doubts, consult the purchasing guide, in the "returns" section.

What is the deadline for making a return?
The maximum period for making a return is 30 day from the purchase date.

Do I have to pay to return an item?
Returns to Stradivarius.com are always free.

How do I ask for an item to be picked up at my address?
You will have to fill in the return form included in the "your account" section.

How will I receive my refund?
Once the refund is approved, you'll receive the amount in the same account used to make the purchase..

When will I receive my refund?
Once the refund is approved (the items must be in perfect condition and contain their inside labels), you'll receive a confirmation e-mail indicating that the refund will be paid into your account within a few days.
Remember that the refund made to your credit card will always depend on your bank.

What should I do if the amount of my refund is incorrect?
By contacting our Customer Service Department, we'll solve the problem as quickly as possible.

Can my refund be in cash?
No, it will always be using the same payment method used to make the purchase.

EXCHANGES

Can I exchange my items?
Items bought from Stradivarius.com can be changed for another size or colour at any of our stores, providing they are in perfect condition and we have stock in the store.
If you want to exchange an item from your home, you must request a return and then make a new online purchase.

How long do I have to exchange an item?
Exchanges must be made within 30 days of purchasing the item.