frequently asked Questions

  Delivery delay.

When you place an order, our craftsmen begin production immediately .
Depending on the product, production times vary, but they never exceed 22 days.
Immediately after being finalized, the item is shipped and its postal transit time takes 2-3 days.
We can therefore say that reception times after your checkout vary between 9 and 25 days .
If a few more days have passed, don't panic, sometimes the transport companies are a little late or we have a large number of orders.
However, if you have not heard from your order after around thirty days, contact us. (contact.stratos.pris@gmail.com).
After-sales service will clarify the situation with you.
We deliver throughout Europe.

Transit and customs charges.

In addition to the delivery charges applied by our site, customs charges may sometimes apply.
You are responsible for these customs fees, which vary by country and region.
It is very rare for this situation to arise, but sometimes it does.

In case of absence upon delivery.

If you are absent during delivery, the delivery person will place the item(s) in your mailbox if dimensions allow.
Otherwise, the delivery person will drop it off at a neighbor's house, or at a relay point.
If the package is placed at a relay point, you will be notified by email as well as by a message in your mailbox.

I have the wrong delivery address, what should I do?

If you entered the wrong address during checkout, send an email to contact@stratosparis.com
Explain your situation in your email, adding the correct full delivery address, as well as your order number and your name. Our advisors will take care of you as quickly as possible.

Product return.

If upon receipt of your order, you encounter a quality problem, or the product does not suit you, you can return it.
So you can benefit from an exchange or get a refund.
To begin this procedure, you will need to send an email to contact@stratosparis.com
In this email, you will specify the reason for the return, your name and your order number.
Our advisors will take care of you and assist you throughout the procedure.

Please note that some tailor-made products are not exchangeable or refundable (only if you are responsible for taking the measurements.)