FAQs

DELIVERY AND SHIPPING

How do I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. You can also view your order status and tracking details in the My Orders section of your account. 

Where do we ship, and how long does delivery take? 

We ship worldwide using express tracked delivery. Shipping times vary depending on your location and our delivery partner. Delivery estimates apply from the date your order is shipped, not the date it is placed. Tracking details will be provided via email, and our delivery partner may contact you directly by email or SMS. Stephan Bach is not responsible for delays caused by circumstances beyond our control.

What are the shipping fees?

Shipping fees are calculated at checkout based on your delivery address. Shipping is complimentary on orders over €500. 

Please note that orders shipped outside the EU may be subject to local taxes, duties, or customs fees. These charges are not included in the final price and must be paid by the customer upon delivery.

RETURNS AND REFUNDS

Can I return a made-to-measure item?
All Stephan Bach products are made to measure. Returns for change of mind, size, or preference are not accepted.

What if my item is defective or incorrect?
If you receive a defective or non-conforming item, contact Client Service within 14 days of delivery at contact@stephanbach.fr, including your order number and photos of the issue.

Approved cases may be eligible for:

- Repair

- Replacement

- Refund (if repair or replacement is not possible)

Return shipping for approved defective items will be covered by Stephan Bach.

How do I proceed with a return?
If your return is approved, you will receive instructions and a return shipping label by email. Returns sent without prior approval cannot be accepted.

When will I receive my refund?

After your return is received and approved, you will receive a confirmation email. Refunds are issued to the original payment method via our secure payment provider. Please allow up to 10 working days for the refund to appear, depending on your bank or card issuer.

PAYMENT

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Cartes Bancaires, Apple Pay, Google Pay, PayPal, and other locally available payment options shown at checkout. All payments are processed through a secure third-party payment provider. For security, you may be asked to enter your CVV code and complete additional authentication, such as a one-time password or banking app verification.

PRODUCT

How do I choose the right size?

Please consult the size guide available on each product page. If you need further assistance, please contact Client Service. For made-to-measure pieces, we will contact you to collect your measurements.

How should I care for my garment?

We recommend following the care instructions on the garment label and any accompanying care card to maintain quality and longevity.