FAQ
We’ve brought together some commonly asked questions about delivery, returns, payments, our products, and more, so we hope you’ll find the answers you need.
What is the quick buy and how to use it?
The quick buy is a new feature that allows you to make swift purchases without the need to navigate through
the entire catalogue.
When logged in, simply type the product name in the search field and click on “Quick buy”. You will be
seamlessly redirected to the Quick buy page where you can effortlessly specify the desired quantities and add
them to your basket.
How to read your stock information in the stock grid?
The “local stock” line represents the immediate available stock for purchase.
To view upcoming replenishments, you can simply mouseover on the little calendar icon, to reveal the
quantities scheduled to arrive in stock, along with their corresponding dates.
Why do you have to enter a receiver’s name, phone and email address in the shipping address?
To ensure accurate parcel deliveries, please include the name, the phone number and the email address of the designated recipient when finalizing your order.
What is the difference between “ship when complete” & “split the delivery” in the checkout?
When processing orders that include unavailable items, you will encounter two delivery options at the checkout:
- Split the delivery: this option allows you to receive the in stock items promptly while waiting for the backorders items to be delivered separately later.
- Ship when complete: opt for this option if you prefer to receive all items (both in stock and backordered) at once, in a consolidated shipment.
How to read your credit limit information in your account?
In your account dashboard, you will come across the “ credit limit” section, featuring various values, each with different significance:
- Credit limit: represents the total credit limit granted by STST to your company
- Remaining credit: is equal to your credit limit, minus your balance and your pending orders. This is the amount of credit you still have available.
- To be paid: corresponds to your credit limit minus your remaining credit, indicating the portion of your credit that has been utilized but is yet to be paid.
- Amount in late payment: reflects your overdue amount that requires immediate attention and settlement.
- To be paid: represents the amount that needs to be settled via bank transfer.
What’s new regarding credit notes?
With our new website, credit notes for prepaid customers will be reimbursed on a weekly basis. This means that the amount you transfer via bank should always match with the total order amount displayed during the webshop order placement.
How to read your orders dashboard? What does each status mean?
- Submitted: your order has been acknowledged
- Processing: your order has been allocated
- Picking: your order has been sent to the warehouse for picking
- Picked: your order has been picked and packed
- Shipped: your order has been loaded for shipment
Who can use the Stanley/Stella webshop?
The Stanley/Stella webshop is exclusively intended for Stanley/Stella partners.
Stanley/Stella only collaborates with professionals who operate in the promotional clothing, printing and
transformation sector, or any other business activity that involves selling our transformed garments.
We don’t directly contract with private individuals.
How can I modify information in my customer account?
Click on your name, in the upper right corner of the website header, to open the menu and click on ‘My
Account’.
Through My Account, you’ll be able to modify your password and your shipping addresses. If you want to change
your company information, please contact your Inside Sales representative.
How can I reset my password?
If you have forgotten your password, click here to reset it. Just fill in your email address and click ‘Reset my password’. A new password will be automatically generated and sent to you via email.
Where are Stanley/Stella products made?
Since day 1, we made a conscious choice to produce our garments in Bangladesh. Today, 99% of our garments are
made by the skilled and dedicated factoryworkers of our partners in Bangladesh, and we take pride in the
positive impact we have on their lives.
Bangladesh in not only known for having the most skilled workforces and embracing new manufacturing
technologies, but it is also one of the few countries that offers a fully integrated value chain when it comes
to textile - from spinning yarn and knitting fabric, to final manufacturing.
We believe that finding the right suppliers is about finding partners who share our values and vision. This is
why we decide to work with only 9 partner factories in Bangladesh.
And with the support of our 32 local team members, we can visit them every day, ensuring our values and vision
are respected on the field.
You can find more information under ’ Our values > Proudly made in
Bangladesh on our
website.
Are our products certified?
From day one, we have chosen to use only 100% organic cotton, grown from seeds that have not been genetically
modified (non-GMO) and cultivated without the use of chemical pesticides and fertilizers.
At Stanley/Stella, we have always used organic cotton but we know that even if our products are GOTS certified
and GMOs are excluded from organic systems, organic isn't a claim of absolute freedom from contamination or
GMOs' presence in our products.
On our journey to source our cotton in the most responsible way possible, we go beyond GOTS certification in
order to provide our customers with consistently high-quality organic cotton.
We also take additional steps to reinforce traceability across our entire value chain. By limiting the number
of suppliers, building relationships with farmers and ginners, and being one of the only companies to carry
out our own random testing, we strive to live up to the commitments we make to our customers and to ourselves.
You will find more details about our certifications.
Why are some products not GOTS certified?
A textile product carrying the GOTS label grade 'organic' must contain a minimum of 95% certified organic fibres whereas a product with the label grade 'made with organic' must contain a minimum of 70% certified organic fibres. Some of our products are made from a mix of organic cotton and other environmentally friendly materials where organic cotton makes up less than 70% of the total composition. These products are then certified OCS Blend, e.g. the re-Creator made from 50% COTTON - RECYCLED OPEN END AND 50% COTTON.
How should I care for Stanley/Stella products?
All our products comply with textile industry standards and requirements in terms of their physical, and
chemical properties, as well as durability and lifespan.
Washing instructions are indicated on the label of each product. Most should be washed at 30°C and line-dried
(i.e. not in a tumble drier).
These care instructions not only help to protect the environment, it will also ensure longevity for the
product.
Are our products suitable for printing and embroidery?
All our products are designed to be customised and are ready to be embellished.
Transfer printing, screen printing, digital printing, and embroidery techniques can all be used on most of our
products.
To ensure the best results, please refer to the printing recommendations we provide on our website for each
product.
To maintain the eco-conscious ethos of our products, we ask you to choose techniques that are environmentally
friendly.
What labels do our garments have?
All our garments have two labels:
- Care label: This label is placed in the left inner seam of the garment. It includes several sheets indicating garment reference, certification, fabric composition, and washing instructions.
- Size label: This label is placed inside the back collar, indicating the product size. It is placed off-centre to leave space for a brand label or inside print.
How does Stanley/Stella support sustainable fashion?
Sustainability is at the core of our business culture. We are committed to continuously improving how we
create and operate, from the cotton farm to the collection, to how we manage our waste. We always act with
transparency for people, the planet, and society
Read more about our
path to sustainability.
How to download sustainable certificates?
You can access our certificates by visiting the dedicated page for downloads.
What is Dealer Analytics?
The Dealer Analytics is a tool that helps you evaluate/follow your performance in terms of purchases, in general and by product range. It offers a clear perspective on the year's progression and highlights potential business opportunities.
How do I access?
To access your Analytics, you need to log in to your client account on our website, and access My Account in the left-hand menu. To request a new access, please do not hesitate to contact our Inside Sales Dept. colleagues who will make the necessary changes.
What information can I obtain from Dealer Analytics?
Dealer Analytics provides you with data on overall purchases as well as by product range. You can view statistics and metrics related to your purchases vs Yearly Target, trends throughout the year and performance in key products.
Can I filter the data?
No, our platform does not allow you to filter. System is already prefiltered to provide you all the relevant info, such as a Year To Date Budget, Last Year, Growth and Objectives per product.
Can I share performance data with my team or business partners?
No, the tool provides limited access to specific users and does not provide the option to download the information.
Who can I contact for technical support or any questions related to Dealer Analytics?
For everything related to the correct reading/interpretation of the Report, Objectives and results your Sales Manager is the right person for this. In case of errors or any technical issue in the tool, we recommend that you contact the Inside Sales Department directly, who will redirect the problem to the appropriate department.
How frequently are the data updated? Is it real-time?
The data are updated twice a day (at 9.30 and 13.30). This ensures that you have up-to-date and accurate information, at any moment.
How can I see further data?
We are continuously improving the tool with the intention to bring accurate and relevant information to support your daily business. By consequent, additional features will be implemented into this tool in the future.
How do I find a specific product?
If you already have a specific product or colour in mind, you can easily find it by directly using the search
(magnifying glass) located at the top right of your screen.
Alternatively, you can browse through our entire catalogue by collection, garment range, gender, or even
colour.
How do I choose sizes?
Every garment features a product sheet detailing measurements for each size. This will guide you in choosing the size you need.
How do I place an order?
To place an order, there are several possibilities. You can:
- Select the product from the collection, or through the search; reaching the product detail page, you’ll be requested to select the wished colour and size
- Use the search, type the searched product, click on “quick buy” to access the “quick buy” page which enables you to select all the wished colours and sizes at once for the same product.
- Upload a csv template that you will find by clicking here Once your basket is confirmed, select your preferred payment and delivery methods and validate your order.
How do I modify or cancel an order?
You have submitted your order, but you want to cancel or modify it.
Once you received your order confirmation, your order is being handled by the warehouse. At this stage, it is
not possible to modify nor cancel your order anymore.
Are there any minimum order requirements?
No, there are no minimum order requirements. You can order starting from one single piece for any of our products.
How long will items stay in my basket?
Items you placed in your basket will be retained in your basket. Please note that those items are not reserved so their availability may change.
How can I follow the processing stages of my order?
After placing an order with Stanley/Stella, you’ll receive the following emails:
- Order acknowledgement – when your order was placed in the webshop and has been received by our system
- Order confirmation – when your order has been validated and is being processed by the warehouse
- Shipping confirmation – when your order has been shipped
- Invoice – sent the day after your order has been shipped
- Back order report – sent weekly, indicating status of your back orders
How often do you restock?
All our product categories are regularly restocked.
The expected replenishment dates and quantities are displayed on the product page.
Once you've selected a colour and the stock is displayed, you can mouse over the “i” Information sign to get
an overview on the next inbounds.
How can I check stock levels?
You can see up-to-date stock levels for all our products at any time.
On any product detail page, simply click "view stock level" or click on the "i" button under each size. On the
stock level page, you will get an overview of the number of pieces available in stock per colour and size
option.
If an item is out of stock and replenishment is planned, the expected replenishment date and quantity will be
displayed.
Stock overview - only valid for the customers from the UK, France, Benelux, EU islands and export countries (outside EU)
For customers in the UK, France, Benelux, EU islands and Export countries (outside EU) served by a local
warehouses (UK and BE), when checking stock, you will get access to your local stocks available; but also get
a view on the central stock.
If the local stock is unavailable but sufficiently present in our central stock (DE), meaning minimum 3 boxes,
you can proceed with placing an order, and the stock will be transferred from our central facility. Please
note that this process may take up to one week.
I have not received my order/part of my order, what do I do?
If you have not received your order or part of it, please send an email to [email protected] within 28 days of receiving your order. Indicate the following information:
- Order number
- Which items are missing
- Preferred solution (replacement / credit note / add to next order)
I received damaged items, what do I do?
If some garments you received are damaged in any way, please send an email to [email protected]
within 28 days of receiving your order.
Please include the following information:
- The Order number
- A description of the issue
- As many pictures of the issue as you can
Please note that the garments should be unwashed, unworn and unprinted. Garments should stay at the disposal of Stanley/Stella in case our Quality department needs to analyse them.
I have an issue with decoration, what do I do?
If you encounter some issue while decorating garments,please send an email to [email protected]
and we will ensure follow-up with the dedicated department.
Note that we’ll need following information:
- The Order number
- A description of the issue
- As many pictures of the issue as you can
What is a backorder?
When placing an order on our webshop, any items not currently available will be placed in a backorder status, awaiting replenishment, unless you choose the option “receive when complete” in the checkout step.
How does the backorder process work?
Backorders are not automatically shipped, they will be only once the items are back in stock.
When items are available, there are 3 options:
- If you wish to receive the available items: please send a request to Customer Care to release the order. Please note that, if effective, new additional transportation costs will be applied.
- If you place a new order with the same shipping address as the existing backorder, our Customer Care team will combine the available backorder items with the new order.
- The amount of your backorder reached the Franco: Customer Care will release your backorder without any additional transportation costs.
How do I access an overview of my backorders?
You can conveniently review your backorders anytime by accessing your customer account. Just navigate to the
left menu and select "My Backorders."
In addition, you will receive a backorder report on a weekly base. Among the general information, you will
find different dates:
- Initial Expected BO Delivery Date: the replenishment date planned at the time the order was placed
- BO available date: the date to which stock will be available. If the cell is red, the items are not available. If it is green, they are.
- New Expected BO Delivery date: if your backorder is shipped as soon as it is available, you can expect it to arrive on this date.
How do I pay for my orders?
We accept payment via debit card, credit card, or bank transfer.
Once you’re ready to place your order, you will have to select the payment method in the checkout:
- Debit card: to pay immediately and securely by debit card
- Credit card: to pay immediately and securely by credit card
- Bank transfer: this payment method allows you to pay by bank transfer in a secure way. Your order will be processed once we have received the payment. Please note that this could take up to 5 business days.
- On account – based on agreed terms: you will be invoiced as per the agreed payment terms. This is only possible for customers who have been granted a credit limit.
When and where can I see my invoices?
Upon order shipment, you can conveniently access the corresponding invoice within the 'My Orders' section of
'My Account' on our webshop.
Please note that we do not provide a physical printed invoice along with your order.
To consult past invoices (or any other financial documents), access the webshop, proceed to 'My Account,' and
navigate through the left menu to find your invoices, your orders, your credit notes...
All invoices issued since you opened your account will be displayed.
How can I see overdue payments?
All invoices that have been issued are available in the ‘My account’ > ‘My invoices’ section when logged in
to your webshop.
Invoices where the ‘Remaining Tot.’ is €0.00 have been fully settled.
For invoices that remain partially unsettled, kindly ensure prompt payment in line with the agreed-upon
payment terms.
Open invoices can also be paid directly from this section.
How can I obtain a credit line and set up payment terms?
Should you, as a regular customer, wish to request a credit line, please get in touch with your Sales
Manager.
Our Credit Department will analyse the relevant financial data at hand and determine whether your request can
be approved.
How can I track my order?
In the "My Shipments" section, simply introduce your order number to instantly view the corresponding tracking number. Click on the tracking number to seamlessly access the transporter's website and track your order in real time.
What types of delivery do you offer?
| Standard package delivery | Standard pallet delivery | Express delivery | |
|---|---|---|---|
| All European countries, except for the UK | For orders up to 15 boxes. | For orders equal to or larger than 16 boxes. | For orders up to 15 boxes, express delivery is available for most regions in Europe. |
| The UK | Next Day: 8 pounds per box. The package is transported by our partners. | Next Day: for orders equal to or larger than 16 boxes. | Order placed before 12.00 - delivered next day: 20 pounds per box. Select this option for guaranteed next-day delivery by 12:00. |
Delivery costs vary based on your chosen delivery method and destination. For inquiries about delivery costs and lead times, please contact our Customer Care team.
What are the delivery times?
| Standard delivery | Express delivery | |
|---|---|---|
| Benelux, France, European Islands (Balearic islands, Malta…) and non-European countries | Depending on the destination, it varies from 3 to 7 business days. more details per country [linked to leads time table] | 1 business day |
| The UK | 1 business day | Next day if order placed before 12.00 |
| All other countries | Depending on the destination, it varies from 2 to 5 business days. More details per country [linked to leads time table] | 1 business day |
Orders placed after the cutoff time will ship on the next business day.
Standard package delivery times vary by destination country and are calculated in business days.
Pallet shipments typically require an additional 1-2 working days beyond the standard lead time.
Please note that these delivery times are estimates and may be subject to delays due to factors such as
inclement weather, traffic, and other issues.
For remote areas like islands, expect longer lead times.
What are the cut-off times for placing orders?
| Standard and express delivery | Pallet deliveries | |
|---|---|---|
| All countries, except for the UK | The cut-off time for ordering is 12:00 CET/CEST for all countries. | Please count 1 more business day for the preparation. If the order is placed before the cut-off, it will be shipped on the next business day. |
Orders placed before working day's cut-off time are prepared and dispatched on the same day. In the case of
orders paid via bank transfer, processing will occur once payment validation is confirmed.
Orders confirmed after Friday's cut-off time, over the weekend, or on public holidays will be dispatched on
the next working day, pending payment validation where applicable.
How much does delivery cost? (for KTN and DSV DE only)
Delivery costs vary depending on the country and transport type selected. If you have any questions on
delivery costs, please contact our Customer Care team.
Shipping costs are waived when the value of available items exceeds a minimum threshold, determined by the
destination country for the garments:
| Minimum threshold for Franco | Delivery costs | |
|---|---|---|
| All countries, except for the UK |
|
Please note that temporarily unavailable items placed on backorder are not factored into the Franco
calculation.
Free delivery is not applicable for non-European countries and/or express delivery, regardless of the order
amount.
How do I return an order?
For any type of return, please contact our Customer Care team via email to [email protected] with the following information:
- Order number
- Quantity / Style / Colour / Size
- Unworn
- Undecorated
- Unwashed
- Not discontinued and/or discounted
Please note that a 20% restocking fee applies to returns of unwanted garments, with a minimum fee of 15 euros.
The items must be returned at your own cost, in their original, unopened packaging and in perfect condition. Customers are responsible for the proper delivery of the return garments. Our customer care team will provide you with an authorization that must be affixed to each box containing the returned items, and to the address mentioned on the return label.
Unauthorized returns will be rejected by our warehouse.
Once your return has been processed by the warehouse, you will receive a credit note on your web shop account.
N.B: Due to custom costs and process, we cannot accept returns from Export territories.
Where can I find Stanley/Stella images/videos?
All the material needed for your website and communications can be found in the “Marketing Tools” section of your webshop.
- Logo and graphic guide… Stanley/Stella Brand
- Collection tools as products sheets, printing guide, collection plans, lookbook… Collection tools
Can I use the visuals, and in which cases can I use them?
The Stanley/Stella name, logo, trademark, designs and all visuals, text, video and sound that appear in any of
our materials, online and offline, are the sole property of Stanley/Stella and are protected by intellectual
property (and other) laws. Stanley/Stella reserves the right to take any necessary legal action, not least in
court, in the event of the violation of the terms of these General Terms & Conditions of Sale.
Please see our legal Terms &
Conditions relating to Intellectual Property.
Visual assets are the sole property of Stanley/Stella and are protected by intellectual property and other
laws.
Please make sure to use them in accordance with the guidelines of our Visual Assets Guide.
These are intended to be used with the sole objective of promoting the Stanley/Stella brand and its products.
All visuals must be used in their original format; they cannot be modified, re-coloured, photoshopped or
adapted in any way.
The visuals are made available to two types of customers, B2B and B2C. Different rules of use apply to each
type of customer as follows:
- B2B customers promoting and selling products under the Stanley/Stella name to their trade customers (associations, clubs, corporate, brands etc.) can use all our original visuals.
- B2C customers promoting and selling decorated Stanley/Stella products to consumers under their own brand name can only use our pack shot (i.e. without any models) and our cropped ‘in studio’ images. They cannot use any visuals that show our models.
Can the GOTS, Fair Wear, OCS, OEKO-TEX® logos be used on customer websites or labels?
- GOTS: GOTS requires all members of the supply chain to be certified. If a B2B reseller is not certified, then the logo cannot be used. Even if the reseller does not modify the product in any manner, they cannot use the logo due to the lack of required certification. A B2C retailer can utilize the logo if their garment decorator is GOTS certified. You can find more information on GOTS guidelines here: http://www.global-standard.org/licensing-and-labelling.html
- Fair Wear Foundation: Resellers of Fair Wear member brands can only communicate about
Fair Wear membership
if they explicitly name the company or the brand. For example, “We sell products made by STANLEY/STELLA, a
member of Fair Wear”.
Under no circumstances may third parties (retailers, resellers or customers, etc.) add on-garment communication about Fair Wear themselves without mentioning the member brand.
Resellers of Fair Wear member brands can use the Fair Wear logo when they provide general information about Fair Wear in the ‘About’ section of a website, or wherever they explain their different labels and initiatives. - OCS: The OCS logo can be used by our customers, but they must follow the 'OCS Logo Use and Claims Guide', which you can find here:https://textileexchange.org/wp-content/uploads/2016/06/OCS-Logo-Use-and-Claims-Guide.pdf
- GRS: The GRS logo can be used by our customers. Please note that, for the moment, only our accessories are GRS certified – even though we use PET bottles for our jackets and our yarn supplier is GRS certified, the stitching unit is not.
- OEKO TEX®: The OEKO TEX® logo can be used by customers.