Shopper Confidence
STILT Buyer Protection
Every purchase made through the marketplace is backed by STILT Buyer Protection. We provide a clear, dependable path to resolution if an order is late, arrives damaged, or is materially different from its listing.
How It Works
A clear path from problem to resolution.
Our simple three-step process keeps the path clear from your first request through final STILT review.
01
Contact Us
If your order is late, damaged, incorrect, or materially different from the listing, contact us through your STILT Order History. We’ll route your request to the Founder so the resolution process can begin.
02
Escalate to STILT
If you have not received a response or resolution within 48 hours, select Help With Order to open a STILT case.
03
Review & Resolution
Every case is evaluated under STILT Buyer Protection. STILT reviews the order, platform communications, tracking information, listing details, and any additional evidence needed to determine the outcome.
What Is Covered
Common order problems.
STILT Buyer Protection provides a structured path to resolution when a covered order issue occurs.
Late or Missing Orders
If an order is significantly delayed or carrier information does not support successful delivery, STILT evaluates the tracking record, applicable fulfillment and delivery estimates, carrier information, and the resolution steps already taken through the marketplace. Once the applicable delivery window has passed, the shopper may contact STILT through the order record. The Founder then has the standard 48-hour response-or-resolution window before the shopper may escalate the issue through Help With Order.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or incorrect, STILT evaluates the claim using relevant evidence such as product photographs, packaging condition, carrier tracking information, and the original listing. Shoppers should preserve the item and available shipping materials and provide clear visual evidence when reasonably requested so STILT and the Founder can evaluate what occurred.
Materially Different From the Listing
STILT evaluates whether the item received differs significantly from the listing details, specifications, or imagery the shopper relied on when completing the purchase. This may include substantial fulfillment or listing discrepancies, such as receiving the wrong product variant, materially different color, material, size, configuration, or structural design.
Returns Versus Buyer Protection
Two different paths, clearly defined.
We keep ordinary returns and covered order problems separate so shoppers and Founders know what to expect.
Buyer Protection is separate from an ordinary return.
Changing your mind, choosing the wrong size, or deciding a product is not for you falls under the product’s applicable return policy. For otherwise eligible merchandise, STILT’s standard return window is 7 calendar days from confirmed delivery, unless the Founder offers a longer return window. Category-specific eligibility, hygiene, safety, and condition requirements continue to apply.
Extended Holiday Gift Window
For orders placed between November 1 and December 24 and explicitly marked “This is a gift” at checkout:
- Items delivered on or before December 25 may be returned through January 2.
- Items delivered after December 25 follow the standard 7-day return window from confirmed delivery, unless the Founder offers longer.
The same applicable return-quality and category requirements continue to apply to gift returns.
Covered order issues remain under Buyer Protection.
STILT Buyer Protection remains a separate structured resolution path for covered order problems such as non-delivery, transit damage, defects, incorrect fulfillment, or material differences from the listing. The ordinary return deadline does not shorten an otherwise valid Buyer Protection claim.
Possible Outcomes
Each case is reviewed on its own facts.
Any resolution is based on the order record, platform communications, tracking information, listing details, applicable policy, and supporting evidence. Outcomes are not promised in advance.
Replacement or Correction
When appropriate and available, the Founder may correct the fulfillment issue or provide an agreed replacement.
Return & Refund
Depending on the issue, an approved tracked return may be required before an eligible refund is processed.
Alternative Resolution
STILT may determine another appropriate resolution based on the order record, supporting evidence, product category, payment status, and applicable policy.
Questions
Buyer Protection questions.
Does every STILT purchase include Buyer Protection?
Yes. Every purchase made through STILT includes STILT Buyer Protection. The specific resolution available depends on the facts of the order and the applicable policy.
How do I start the Buyer Protection process?
Start in your STILT Order History and select Contact Us on the affected order. STILT will route your request to the Founder. If you have not received a response or resolution within 48 hours, select Help With Order to open a STILT case.
What evidence might STILT ask for?
Depending on the issue, STILT may ask for photographs, available packaging details, tracking information, or other information reasonably needed to review the case.
Is Buyer Protection the same as a return policy?
No. Ordinary returns are governed by the applicable product return terms. Buyer Protection is the structured resolution path for covered order problems such as non-delivery, damage, defects, incorrect items, or material differences from the listing.
Need help with an order?
Open your STILT Order History to start the resolution process. If you do not receive a response or resolution within 48 hours, select Help With Order to open a STILT case.