FAQ

Yes, email us at info@stacehill.com for assistance.

You can choose to pay with major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, or Shop Pay.

Once your order has been dispatched, you’ll receive an email containing a tracking number. You can track your shipment directly through the carrier’s website or visit our Track Your Order page for the latest available updates.

Tracking information may take 24–72 hours to become available after dispatch. During this period, our customer service team may not have access to any additional shipment location details.

By placing an order, you confirm that all information provided at checkout, including your delivery address, is accurate and complete. You may request a cancellation within 2 hours of placing your order.

Cancellation requests submitted after the 2-hour window may be considered only if the order has not been dispatched. If approved, a fixed $40 USD cancellation and processing fee will be deducted from the refund amount. Any additional non-refundable fees charged by payment processors or financial institutions will also be the customer’s responsibility.

Once an order has been dispatched or handed over to the carrier, it can no longer be cancelled, stopped, or reversed. Please refer to our Return & Refund Policy for complete details.

We strive to ship orders promptly, so please get in touch with our Customer Service as soon as possible, if you would like to change your delivery address. Unfortunately, when your order has been processed, changes are no longer possible.

We recommend double-checking your shipping address before completing your purchase to avoid any complications.

Absolutely. All transactions on Stacehill are protected with SSL encryption and processed through Shopify Payments and other PCI DSS-compliant providers. We never store or share your full payment details, and your personal information is handled with care.

If your payment is declined, please check your payment details and try again, or contact your bank or card provider for assistance. You can also try a different payment method or contact us at info@stacehill.com for help.

You can view our full Shipping Policy, Return & Refund Policy, Privacy Policy, Terms of Service, and Payment Policy using the policy links in our website footer. If you need help finding any policy, contact us at info@stacehill.com.

Delivery time depends on your location and the type of item ordered.

For in-stock, non-bulky items:

-Order cut-off time: 5:00 PM Pacific Time (PT) — orders placed after this time will be processed the next business day
-Processing time: typically 1–2 business days
-Transit time (after dispatch): typically 6–19 business days
-Total delivery time: typically 7–21 business days

Bulky items (e.g., furniture, floor lamps, ceiling lamps, and rugs), made-to-order items, and pre-orders may take longer.

All delivery timeframes are estimates and may be affected by carrier delays. Please refer to our Shipping Policy for full details.

Order confirmations and shipping updates are sent to the email address provided at checkout. Please check your inbox, spam, junk, and promotions folders. If you still cannot find the email, contact us at info@stacehill.com with your name and order details so we can assist.

We offer free shipping on all orders. You don’t need to worry about any additional shipping charges—even for very large orders. Please refer to our Shipping Policy for full details.

Orders containing multiple items may be shipped separately. This is completely normal, as our inventory is stored across multiple locations and some items may be dispatched from different warehouses.

If your order is split into multiple shipments, each parcel will have its own tracking number and may arrive at a different time or on a different date. Please allow a few additional days for the remaining items to arrive.

If you have not received the rest of your order after a few days, please contact us and our Customer Service team will be happy to help.

It can take 24–72 hours after dispatch for tracking information to become available on the carrier's website. If it's been longer than that and the tracking page still isn't updating, please try again later or contact us at info@stacehill.com.

Generally, we are unable to postpone the delivery of products once the order has been processed and dispatched, as we work to ensure timely delivery to all of our customers. However, if you need to arrange a different delivery date, we recommend contacting our customer service team as soon as possible, and we’ll do our best to accommodate your request.

If your order is delayed or the tracking information has not updated, please contact us at info@stacehill.com. We will review the shipment information and work with the carrier where possible. Transit delays do not necessarily mean that a parcel has been lost, and we cannot issue a refund or cancel an order solely because of a carrier delay.

If a parcel is confirmed lost by the carrier before delivery, we will arrange a replacement or issue a full refund. This does not apply if the loss resulted from an incorrect or incomplete delivery address, refusal of delivery, failure to collect the parcel, or another circumstance attributable to the customer. Please review our Return & Refund Policy for complete details.

If the product you received is defective, damaged in transit, incorrect, or not as described, please contact us within 5 days of delivery and include your order number, a brief description of the issue, clear photos and a short video showing the issue with the product, and photos of the packaging and shipping label. Please keep the original packaging in the meantime.

Our Customer Service team will review your case and arrange an appropriate resolution, which may include a replacement, repair, partial refund, or full refund.

Please note that damage claims submitted more than 5 days after delivery may not be accepted.

We have a returns policy. We strongly encourage all customers to review our Return & Refund Policy as well as our Shipping Policy prior to placing an order.

Approved refunds will be issued to your original payment method within 10 business days after we receive and inspect the item.

We'll send you an email once your return package has been received and another email confirming your refund has been fully processed.

If you change your mind for personal reasons, we accept returns within 30 days of delivery. You will be responsible for the original shipping fee, the return shipping fee, and a 30% restocking fee, and the item must meet the conditions set out in our policy (for example, it must be unused, in its original condition, and returned with its original packaging). Some items — such as custom-made products, hygiene-sensitive items, and third-party purchases — are not eligible for change-of-mind returns.

For full terms and conditions, please see our Return & Refund Policy.

For items that are defective, damaged in transit, incorrect, or not as described, please contact us within 5 days of delivery.

The price of returned products is always reimbursed according to the payment method used for the order.

Unfortunately, sometimes a human error can occur and the wrong product is sent. If we have sent you the wrong product, please contact customer service immediately. We will address the issue as soon as possible and you will receive a replacement product as quickly as possible.

Kindly refer to the Assembly Manual included on the package – take a photo of the assembly instruction identifying the missing parts and email to info@stacehill.com. We will immediately send the missing parts.

Please note that we are not responsible for stolen items once delivery has been confirmed. We recommend selecting a secure delivery location — ideally one covered by a camera or similar security measure that can record the delivery area — to help prevent package theft. If you have any concerns, feel free to contact us, and we'll do our best to assist.