Shipping & Returns
Shipping & Returns
STILT is a multi-Founder marketplace. One checkout can contain products from different Founders, so shipments may arrive separately. For items eligible for an ordinary preference return, STILT provides a 7-day baseline return window from confirmed delivery, with longer Founder return windows shown when offered.
How STILT Orders Ship
One checkout. More than one package.
Each Founder fulfills the products they sell, while STILT keeps the customer’s order grouped in one account experience.
Illustration
Shipping
What shoppers should expect.
Processing Time
Show the real processing or expected ship window for each product/Founder before purchase. Preorder or delayed-ship information should never be buried.
Shipping Charges
Shipping costs should be calculated from the actual Founder/product shipping configuration and clearly reflected before the customer pays.
Tracking
When a Founder ships an order, tracking should appear on the customer’s shipment record so each package can be followed independently.
Ordinary Returns
A clear baseline, with room for Founders to offer more.
For products eligible for an ordinary preference return, start your return within 7 calendar days after the carrier marks that specific shipment delivered. An individual Founder may offer a longer return window, which will be shown on the product and order record. An eligible return window may not be shortened below STILT’s 7-day baseline.
Fashion & Accessories
Items must be unworn, unwashed, unaltered, and returned with original brand tags, price tickets, security loops, and included accessories reasonably required for resale. Items showing makeup, deodorant, perfume or other odors, pet hair, stains, wear, or alteration may be ineligible.
Beauty & Wellness
For ordinary preference returns, cosmetics, skincare, hair care, bath/body, and other hygiene-sensitive items must remain unopened, unused, and untested with applicable safety or hygiene seals intact. Opened or used hygiene-sensitive products are not eligible for an ordinary preference return unless STILT expressly approves a broader category rule that is lawful and safe.
Return Evidence
An ordinary return request requires two clear photos showing the item and its current condition or packaging before the request can advance to return-label generation. STILT may adjust evidence requirements when a photo is not reasonably necessary or another accessible verification method is appropriate.
Founder Inspection
After return tracking confirms delivery back to the Founder, the Founder has 48 hours to flag a documented condition or policy issue through STILT. If no valid issue is recorded within that period, the return may move automatically to approved-refund processing.
Founder-Extended Returns
Founders may offer a longer ordinary return window for eligible products. Longer windows do not override STILT category safety, hygiene, prohibited-return, or Buyer Protection rules.
Final Release
Final Release reflects genuine remaining inventory. It does not automatically mean final sale. Any return restriction must be specifically configured, lawful, and disclosed before purchase.
Gift Orders
One standard rule, with a defined holiday exception.
Gift designation is available year-round. Outside STILT’s Holiday Gift Period, an order marked This is a gift follows the standard return policy. For otherwise eligible merchandise, the return must be initiated within 7 calendar days of carrier-confirmed delivery, unless the applicable Founder offers a longer window. Marking an order as a gift does not by itself extend the return period.
Orders placed from November 1 through December 24 qualify for the holiday gift extension only when the shopper selects This is a gift during checkout before payment.
Outside the Holiday Gift Period
The standard return policy applies. Gift designation alone does not extend the return window.
Delivered on or before December 25
The return must be initiated by January 2. The January 2 deadline is the holiday deadline for these eligible gift orders.
Delivered after December 25
The standard 7-day return window applies from that shipment’s confirmed delivery date, unless the applicable Founder offers a longer window.
Condition standards still apply
Gift returns must satisfy the same applicable condition, tag, seal, packaging, and category requirements as other ordinary preference returns.
Gift receipt and credit options
Eligible gift orders should support a gift receipt and an exchange or STILT gift-credit option for the recipient. A cash/card refund should route to the original payment method unless the applicable policy and authorized customer selection allow another treatment.
Buyer Protection
Damage, defects, wrong items, and material differences follow a different path.
The 7-day ordinary return window does not shorten STILT Buyer Protection rights or deadlines.
Start from STILT Order History.
If an order is late, damaged, incorrect, defective, or materially different from the listing, select Contact Us in the applicable order. STILT routes the request to the Founder. If you do not receive a response or resolution within 48 hours, select Help With Order to open a STILT Buyer Protection case. Evidence may be requested based on the issue, but an ordinary-return photo rule does not replace the Buyer Protection process.
Refund timing follows the actual order and payment state.
Once a return or case resolution is approved, the refund record should show the amount and status tied to the affected seller/order portion. Customers should not have to infer whether other Founder shipments were changed.
Questions
Shipping and return questions.
Why did only part of my STILT order arrive?
Products from different Founders may ship separately. Your Order Detail page should show each Founder shipment, its status, and tracking when available.
Where do I find my return deadline?
For an item eligible for an ordinary preference return, STILT provides at least 7 calendar days from confirmed delivery to start the return. If the Founder offers a longer window, your product and order record should show it.
What if my item arrived damaged or wrong?
Open your STILT Order History and select Contact Us. STILT routes the request to the Founder. If you do not receive a response or resolution within 48 hours, select Help With Order to open a STILT case.
Will returning one item affect my other Founder orders?
No unrelated seller shipment should be changed simply because another seller’s product is returned or disputed. The system should keep refunds, holds, and reversals isolated to the affected seller/order portion.
Need to track or manage an order?
Use your STILT order record to see each Founder shipment, live tracking, return eligibility, and support options.