Feel free to contact us
Remember, feel free to contact us at any time to ask questions or share your thoughts. Use the contact form, or by sending us an email to support (at) stilform.com. Please mention the Order number (if available) in the subject. Thank you!
VAT Facts
Shipments outside the EU are not subject to 19% German VAT (Value added tax). A VAT calculation is made during check-out based on address details. Prices are shown without VAT to visitors outside the EU. Tax and duty differs between countries, states and in some cases cities so we can unfortunately not guarantee that the deduction will add up to the fees paid when receiving the package. We have to charge the Germany VAT for all B2C orders within the European Union.
Shipping & Delivery
Stilform delivers worldwide! We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion and we use a large network of couriers to deliver goods from stilform.com any country in the world.
We use Deutsche Post as standard shipping partners. We strive to ensure that your products are dispatched within 1 business day after receipt of your payment. Your package will be delivered by the postal service of your destination country.
We are not responsible for items not received due to incorrect or incomplete shipping address provided. If your package gets lost in transit, we will do everything we can to assist you. However, we are not responsible for packages once proof of delivery is generated. If your package is returned due to bad address or no pick-up, please contact us to arrange a reshipment. We do not cover the shipping fee for the reshipment.
Shipping Costs
German shipping address:
Free Shipping: Orders over €20.00
GLS: €4.99
International Shipping Address (EU)
Free Shipping: Orders over €20.00
German Parcel Service | PRIORITY: €9.95
DHL Express: calculated during Checkout depending on shipping weight
International Shipping Address (Non-EU), except United Arab Emirates & South Africa
Free Shipping: Orders over €20.00
German Parcel Service | PRIORITY: €8.95
DHL Express: calculated during Checkout depending on shipping weight
United Arab Emirates & South Africa
Premium Shipping (GLS / DHL):
- €19.00 for order value of €20.00 or up
- €29.00 for order value below €20.00
DHL Express: calculated during Checkout depending on shipping weight
Track & Trace
We always ship out trackable orders outside of Germany. International shipping within EU can take up to 7-20 days. International shipping outside of EU can take up to 15-30 days. Due to disruptions on the logistics caused by the pandemic, the shipping can take longer. We kindly ask for your understanding and patience.
You will receive an email when your order is shipped with a tracking number to track your order. To check the status of the shipment, please fill in the tracking number on the following website:
Shipments by Deutsche Post will be handed over to your local Postal Service.
Please check here which Postal Service operates in your country. Fill in the tracking number on the website of your local Postal Service. There you can find detailed information about your shipment.
Shipping lead time
From the time of receiving your order we aim to have it processed, dispatched and in your hands as quickly as possible. Orders are usually processed and dispatched within 4 working days unless stated otherwise on the product page. During busy times such as after a weekend or Public holiday – especially the two weeks prior to the Christmas holidays, processing times may increase on the lead up to Public Holidays, Please take into account our offices will be closed for holidays such as Christmas.
Notice that it can take up to 24 hours before your local Postal Service can track the standard shipment. For some countries the parcel will not be trackable in the local Postal Service’s website. This shipping confirmation will indicate the estimated lead time to arrive at your door. However, please note that we are dependent on the Postal companies, so we cannot guarantee any delivery dates and / or shipping lead times. If shipping lead times are longer, we do not give any discount or reimbursement.
Customs & Import
Customs or import duties can occur and are charged once the parcel reaches it’s destination country (outside the EU). These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers). Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Returns (cancellation)
We give you the possibility to return a product without any reason. In the unlikely event that you are not happy with your goods, please email us within 14 days after receipt of your order. We will provide you a RMA instruction email, which clearly explains how to process the return. Once the goods are returned to us according to the instructions provided (in original and unused condition and packaging), we will give you a full refund for the goods. Any associated shipping costs or fees are non refundable.
Returns (change to different product)
In order to change the product to an other item, we ask you to return your product and place a new order with the item(s) you wish to change to. Please email us within 14 days after receipt of your order. We will provide you a RMA instruction email, which clearly explains how to process the return. Once the goods are returned to us according to the instructions provided (in original and unused condition and packaging), we will give you a full refund for the goods. Any associated shipping costs or fees are non refundable.
Replacement
Despite the great care we take when processing your order, you may receive the wrong product through no fault of your own. In such cases, please contact within 14 days after receipt. You can do this via our online ticket system on our website, or by sending an email to support@stilform.com. We will solve the issue for you.
Notice that irregularities may occur due to the nature of the handwork of some of our products. This makes each wooden and leather designer piece unique.
Payment Methods
The following payment methods are available:
PayPal: PayPal allows everyone with an e-mail address to make and receive payments securely online via a personal credit card or bank account. PayPal members can use PayPal to make purchases quickly and easily on the stilform GmbH website. paypal (at) stilform-design.de
Stripe: Stripe is a technology company. Its software allows individuals and businesses to receive payments over the Internet. Stripe provides the technical, fraud prevention, and banking infrastructure required to operate on-line payment systems.
Other Payment Methods:
Shopify Pay, Klarna Rechnung, Google Pay, Apple Pay
Declined Payment
This means your order did not succeed. Please try again, we suggest to use Paypal (Paypal is less likely to fail). You would have to place a new order since this order automatically got cancelled.
Some reasons why it may get declined:
- If you order from a different IP address it might be expected fraud.
- If the invoice address is different from the delivery address it might be expected fraud.
- If the invoice address is different from the registered credit card address.
How do I order a product?
Ordering a product is quite easy: After falling in love with one of our products, hit the “Add to Cart” button. You will be automatically redirected to the shopping cart, where you enter your address and enter the payment part of the site. If you have any questions about the ordering process, feel free to contact us.
Privacy & Security
Your privacy is important to stilform GmbH. So we’ve developed a Privacy Policy for stilform.com and all related domains and subdomains, that covers how we collect, use, disclose, transfer, and store your information. Please take a moment to familiarize yourself with our privacy practices and let us know if you have any questions.
Warranty
Each stilform pen product carries a 3 year limited factory warranty. The guarantee comes into effect from the date of delivery. Any and all work to be done on the stilform GmbH will be done by stilform GmbH or its authorized agents. Any parts removed from any stilform GmbH unit become property of stilform GmbH. The repair and replacement of a stilform GmbH product under the factory warrantee does not compromise or extend the warranty period. The guarantee provides benefits which are additional too and do not affect your right as a consumer. Before any work can be carried out on a stilform GmbH unit, a proof of purchase will be requested. Without this proof, any work done will be chargeable at standard rates.
All stilform GmbH products are fully guaranteed against defects in materials or workmanship. Our guarantee does not cover product damages that may have resulted from normal wear and tear, accidental damage caused by user, faults as a result of willful or negligent operation, or any other handling. Any repairs or alterations carried out by a 3rd party, other than stilform GmbH accredited parties or its authorized agents are not supported by stilform GmbH. Additionally, the warranty does not cover damage to your product as a result of the use of any stilform GmbH product.