Orders
I’m having trouble with my order. Can you help?
Yes, email us at info@stacehill.com for assistance.
What payment methods do you accept?
You can choose to pay with major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, or Shop Pay.
How do I check my order status?
Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website.
Can I modify or cancel my order after it has been placed?
By placing an order, you confirm your commitment to the purchase and that all information provided at checkout, including your delivery address, is accurate and complete. All cancellation requests must be submitted within 2 hours of placing your order.
Once an order has been dispatched, we are unable to cancel, stop, or reverse the shipment unless otherwise approved by our customer service team.
If we approve a cancellation request outside the 2-hour window, any non-refundable fees charged by payment processors or financial institutions will be the customer's responsibility. A fixed $40 USD cancellation and processing fee will be deducted from the refund amount.
Can I change my delivery address?
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
Is my payment data safe with you?
Absolutely. All transactions on Stacehill are protected with advanced 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 always handled with the utmost care.
Where can I read your full shipping, returns, and privacy policies?
You can view our full Shipping Policy, 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.
Shipping
What shipping options do you offer?
We offer air shipping. However, certain oversized or bulky items may be subject to air-shipping restrictions. In such cases, we will ship your order by sea freight instead. Please refer to our Shipping Policy for more details.
How long does shipping take?
Delivery time depends on your location and the type of item ordered.
For in-stock, non-bulky items:
-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.
What is the shipping fee for my order?
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.
Can I track my order?
Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website.
Please allow 24–72 hours for tracking information to become live. During this period, our customer service team will not be able to provide updates on the whereabouts of your goods.
Why have I only received part of my order?
Multiple item orders may ship separately, if you notice this with your order, this is normal and all your pieces are coming. Our inventory is held in more than one location, this means that in some instances items will have to be sent from separate warehouses. For multi-piece orders, each parcel will have a separate tracking number.
This means you will receive separate parcels, possibly at different times and dates. Please wait a few days for your other product/s to arrive. Contact us if you have not received a few days later.
My order tracking isn't working, why is that?
Depending on the shipping method, it may take several working days for the tracking code to activate. If the tracking page is not providing tracking info, please try again later.
Can I postpone the delivery of the product I ordered to a later date?
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.
My order is delayed—what should I do?
Delays can occur when the package is in transit due to a variety of influences. If you see a delay in tracking updates be rest assured this can occur and does not mean your package is lost.
Please be patient with the carrier as delays are outside of our control. If you have questions about the delay please do not hesitate to reach out to our team!
Unfortunately we are unable to refund and cancel due to carrier delays while your order is in transit to you.
Returns
What if my order arrives defective or damaged ?
If the product you received is defective or damaged during transportation, take photos and video of both the packaging and the product. Send the photos/ videos and a more detailed description to us within 5 days of receiving the order.
Our Customer Service will contact you as soon as possible. Always save the damaged shipping packaging.
Please note that we do not accept returns for items with physical damage (such as scratches, dents, broken glass etc.) if we are notified more than 5 days after delivery.
What is your return policy?
We have a returns policy . We strongly encourage all clients to review our Return & Refund Policy as well as our Shipping policy prior to placing an order.
When will I receive a refund for the product I returned?
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.
How long after I complete a purchase can I ask for a refund?
We are unable to accept returns for change of mind. All sales are final, and we do not offer refunds or store credit where a purchase no longer suits your needs or preferences.
Customers are responsible for confirming that any lighting fixture is suitable for its intended use before purchasing, including compatibility with existing wall brackets, electrical connections, and installation requirements. Stacehill is not responsible where a fixture cannot be installed due to site-specific conditions or electrical limitations that were not identified prior to purchase.
If your order arrives damaged or you receive an incorrect item, please contact us at info@stacehill.com within 5 days of delivery, and our team will arrange an appropriate resolution.
How do you process my return payment?
The price of returned products is always reimbursed according to the payment method used for the order.
I received the wrong product, what should I do?
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.
I received my order but there are missing parts, What do i do?
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.
My order is stolen
Please note that we are not responsible for stolen items once the delivery has been confirmed. We recommend ensuring the delivery address is secure.If you have any concerns, feel free to contact us, and we’ll do our best to assist.