Are you not completely satisfied with your purchase?

We want only happy customers, so we’re here to help if, contrary to expectations, your product doesn’t meet your expectations. If you’re experiencing issues or would like to exercise your right to return an item, we always recommend that you contact us directly at info@stilstund.com.

Please write “RETURN” in the subject line and briefly describe the issue, along with your order number. We’ll handle your inquiry with the highest priority and can usually resolve your issue much faster and more easily directly through our own customer service!

Shipping & Order Support

In 99% of cases, our orders are delivered within the estimated delivery timeframe. If, on the rare occasion, your parcel is delayed in transit, we're here to help.

Please don't hesitate to contact our Customer Support team for an update on your order.

To help us assist you as quickly as possible, please include:

• Your order number (e.g. #1234)
• The email address you used when placing your order

Need help with your order?

If you're experiencing any issues with your delivery, please contact us directly at info@stilstund.com before initiating a payment dispute with your bank or payment provider.

Please use the subject line "ORDER HELP" and let us know how we can assist you.

We prioritise all ORDER HELP emails and can usually resolve delivery issues much faster through our own customer support team.

Thank you for your patience and for choosing Stilstund!

Shipping Information

We believe you shouldn't have to pay premium prices for high-quality products.

To keep our prices fair and competitive, we ship our products directly from our trusted supplier to you. By eliminating unnecessary middlemen, warehousing costs, and excess packaging, we're able to pass the savings on to our customers.

Our Shipping Process

1. Order Processing

Once your order is placed, it is carefully reviewed, quality-checked, and securely packed. All orders are processed and dispatched within 48 hours of being placed.

2. Delivery

After your order has been dispatched, it is on its way to your delivery address. The estimated delivery time is 8–16 business days, depending on your location within New Zealand.

As soon as your order ships, you'll receive a tracking number by email so you can follow your parcel every step of the way until it arrives.

Need Help With Your Order?

If you're not completely satisfied with your order, please contact us before opening a payment dispute with your bank or payment provider.

Simply email info@stilstund.com with the subject line "DISPUTE" and let us know what happened.

These emails receive our highest priority, and in most cases, we can resolve your issue much faster and more efficiently through our Customer Support team than through a payment dispute.

We're committed to making sure every customer has a positive experience and will do our best to find a fair solution.

Track Your Order

You can track your parcel using your 4- or 5-digit order number (e.g. #12345) and the email address you used when placing your order.

Click here to track your order.

Track & Trace information becomes available once your parcel has been received by the shipping carrier.

Please note that tracking updates may not appear immediately after dispatch. It can take a little time for the carrier to scan your parcel and update the tracking information, so temporary delays in tracking are completely normal.