FREQUENTLY ASKED QUESTIONS

How much does shipping cost?

Shipping within Belgium Orders of 100€ or more receive free shipping. Shipping costs depend on the weight of the parcel. 0 to 5 lb: € 10 shipping costs 5 to 20 lb: € 15 shipping costs More than 20 lb: € 20 shipping costs Shipping within Europe Shipping costs depend on the weight of the parcel. 0 to 5 lb: € 10 shipping costs 5 to 10 lb: € 20 shipping costs 10 to 66 lb: € 30 shipping costs More than 66lb: upon request Shipping to the UK Shipping costs depend on the weight of the parcel. 0 to 5 lb: € 15 shipping costs 5 to 10 lb: € 25 shipping costs 10 to 15 lb: € 35 shipping costs More than 15 lb: upon request Shipping to Ukraine Shipping costs depend on the weight of the parcel. 0 to 5 lb: € 35 shipping costs 5 to 10 lb: € 45 shipping costs 10 to 66 lb: € 65 shipping costs More than 65 lb: upon request Shipping to Russia Shipping costs depend on the weight of the parcel. 0 to 5 lb: € 35 shipping costs 5 to 10 lb: € 45 shipping costs 10 to 66 lb: € 55 shipping costs More than 66 lb: upon request Shipping to Switzerland Shipping costs depend on the weight of the parcel. 0 to 10 lb: € 25 shipping costs 10 to 66 lb: € 50 shipping costs More than 66 lb: upon request
What is the delivery period?

The delivery day depends on the number of items as well as the destination. When you place an order, you get an estimated time of arrival for your package. Your order confirmation also states the expected delivery time. If your shipping address is in Belgium, you should receive your parcel within 4 working days. Other countries in Europe and the United Kingdom have a delivery period between 5 and 10 working days. For Ukraine and Russia, the delivery period is between 10 and 15 working days.
Can I track my order?

Unfortunately, it is not currently possible to track your package.
Can I change the delivery address?

You have placed your order and suddenly notice that the delivery address is incorrect? Please contact our helpdesk as soon as possible at shop@stas.be. If the package has not yet been sent, we will adjust the address for you.
Do you deliver to a residential address?

Our deliveries can be sent to both residential and business addresses.
What should I do if I have not received my order?

Has the delivery period passed and you have not received your package? Please contact us via shop@stas.be. We will retrace your order and make sure it reaches its destination as soon as possible.
Can I come and collect my order?

You can collect your order at ATRAC, the Flemish STAS distributor. Please note, you can only collect your order at ATRAC if you have indicated this with your order. Please wait until you receive a confirmation mail that the package is ready to be picked up. This can be up to 2 days after ordering. ATRAC is only open on weekdays from 8 am to 4 pm (exceptionally on Fridays until 3 pm). ATRAC Steenovenstraat 5 8790 Waregem
When do I receive my package?

If your shipping address is in Belgium, you should receive your parcel within 4 working days. Other countries in Europe and the United Kingdom have a delivery period between 5 and 10 working days. For Ukraine and Russia, the delivery period is between 10 and 15 working days.
I want to cancel my order

Did you order the wrong size, do you want to add something to your order or change the delivery address? No worries. You can cancel your order up to 2 hours after placing it by sending an email to shop@stas.be. After that we cannot guarantee that the order can still be cancelled as it may already be on its way. In this case, please mail shop@stas.be.
What if the product I want is not in stock?

When a product is not in stock, you can pre-order the product. You’ll identify such items with the blue ‘Pre-order’ banner in the top left corner. You can email to shop@stas.be stating you wish to pre-order the item with the amount. We will take this into consideration and let you know when the item is back in stock. We cannot guarantee that the desired item will be available again within a certain timespan.
Can I order items as a business customer?

We also make offers, so it is certainly possible to place a business order.
Can I return an item?

Is the delivered item too big, too small or simply not to your liking? Then you can send it back to us. You can return any product you’re not happy with within 14 days of receiving the order. Please let us know which items you will be sending back to us by mailing shop@stas.be as soon as possible. The items must be unused and in perfect condition as you received them with the original packaging.
How do I return an item?

Once we have received the item(s), we will make sure you receive a refund for the items that were returned. Returns cannot be sent back free of charge.
How do I receive my refund?

Did you make a return shipment? Then you can expect a refund within 30 days.
How can I pay for my order?

Currently you can only pay via VISA and Mastercard.
How can I reach your customer service?

For the moment we can only be reached by e-mail: shop@stas.be. We will do our best to respond to your question as quickly as possible.
What if I want to file a complaint?

Are you not satisfied with the way we work? We would like to hear how we can further optimise our operations. Send a message to shop@stas.be and we will see how we can solve your complaint as soon as possible.
I want to ask something else

Didn't find the answer to your question here? Send your question to shop@stas.be and we will answer it as soon as possible.