We want you to feel confident ordering from Stillware. Because each backpack is made to order, our return policy is a little different from traditional retail.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, has a manufacturing defect, or you received the wrong product, we will make it right.
You are eligible for a free replacement or refund within 30 days of delivery.
Please email us at getstillware@gmail.com with:
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Your order number
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A brief description of the issue
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Clear photos of the product and packaging
Once approved, we will either send a replacement at no cost or issue a full refund to your original payment method.
Change of Mind / Buyer’s Remorse
Because Stillware products are made specifically for each order, we do not accept returns or offer refunds for:
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Ordering the wrong item
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Size or preference issues
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Changing your mind after purchase
Please review product details carefully before placing your order.
Order Issues After Delivery
If your package shows as delivered but you did not receive it, please contact the shipping carrier first. If you still need help, reach out to us and we will do our best to assist.
Cancellations
Orders can only be canceled within 12 hours of purchase. After that, production may have already started and we cannot guarantee cancellation.
Refund Processing
Approved refunds are issued to your original payment method and may take 5–10 business days to appear, depending on your bank.
Need Help?
We are a small, online-only brand and we genuinely want you to love your Stillware bag. If something is wrong, contact us at getstillware@gmail.com and we will work with you to find a solution.
