SHIPPING
Where are you based?
We are based in The Netherlands.
Where do you ship to?
We ship to: Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States.
How long does shipping take?
We are based in the Netherlands, so shipping can take anywhere from next day (nationally) to 15 working days; this depends entirely on which country you order from. Please be aware that external factors such as customs delays, and busy holiday periods may affect the delivery time.
How do I track my order?
Once you have placed your order, you will be sent your tracking information directly to your email. Please check your spam folder.
If for whatever reason you don't receive this information, please contact us and we'll be happy to help you.
Customs charges
Customers are responsible for all international duties upon arrival. Please check your local government agency for these costs.
RETURNS & REFUNDS
How do I return an item?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@toyoufromsteph.com. You will receive the return address via email.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions via email.
How long does it take to process my return?
Once the product has reached our office and has been inspected, your return will be processed. It can take up to 2 working days once received.
Can I exchange for a different item?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions/Non-returnables
Unfortunately, we cannot accept returns on sale items or gift cards. We also do not except returns or refunds on any digital items.
European Union 14 day cooling-off-period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@toyoufromsteph.com.
GENERAL
Custom orders
As we primarily focus on shop orders, it is not always possible to accept custom orders. It is dependant upon the current work schedule. If this is something you are interested in, please send your query to toyoufromsteph@gmail.com.
Gift cards
How do I send a gift card to someone else?
Place the gift card in your basket, and at the checkout, put the email of the person you wish to receive the gift card in the 'email' box. Alternatively, you can send this to your own email and forward it to the recipient at a later date.
How do I use my gift card?
When making a purchase in the store, customers can redeem the value of a gift card by entering its unique code in the appropriate field at checkout. Gift card codes aren't case sensitive.
The balance on a gift card can be spent on more than one order. Gift card balances are applied to the total value of an order, which can include taxes and shipping.
If the balance available on the gift card is greater than or equal to the order total, then the customer can click Complete order.
If the balance available on the gift card is less than the order total, then the customer is prompted to choose a second payment method for the balance before placing the order.
If a gift card code is lost by the recipient, customers can click Resend gift cards from their order confirmation email. This link will only work if the order has been fulfilled.
Can a gift card be used more than once?
Yes, provided there is still a balance remaining on the card.
Can more than one gift card be used towards a purchase?
Yes. A customer can redeem another gift card during checkout.
Can a gift card be used to buy a gift card?
No, you can't use a gift card to buy another gift card.
Can a gift card be used to pay for shipping and taxes?
Yes, gift cards are applied to the final order total which includes shipping and taxes.
Can gift cards be used in conjunction with a discount code?
Yes, gift cards are a form of payment.
Can I request a refund to a gift card?
Yes. If you used a gift card to pay for the purchase, then you can request a refund to the gift card.
If I refund a gift card, is it automatically disabled?
No. If you refund the purchase of a gift card, then it will still have a usable balance.
Can gift cards be reloaded?
No, you can't reload a gift card.
How can I check my balance?
Customers can't check their own gift card balance, but we can check the balance and send you the information.
Can I customize the gift card redemption code?
No, the 16-character redemption codes are randomized and printed by the gift card manufacturer.
Digital planners
I just purchased the digital planner, where is it?
Once you have purchased your digital planner, your download link will be available at the checkout, please wait a few moments for it to load. It will also be sent to your email.
How do I download my digital planner?
Now that you’ve found your download link, click on it and follow the steps of your device. Once downloaded, it will appear as a zip file. To open the files, just tap or double tap on the zip file and it will unload into a folder where you can then access all your files.
I need help with uploading my digital planner.
Click HERE to read the help guide on how to upload your digital planner.
I put the wrong email into the checkout, can I get a refund or another planner sent to me?
Unfortunately, no. This is why it is very important to make sure your email is correct before purchasing. Toyoufromsteph.com is not responsible for any errors made with email input and will not issue a refund in such case. All digital items are non-refundable and non-returnable.
Can I use the digital planner on my mobile phone?
You can, but be aware that you need to annotate your planner in order to use it. This is not a feature I would recommend using on a mobile phone.
How long is the expiry on my download link?
Once you have clicked download, you then have a 24 hour expiry on the link. If you later attempt to click on this link, you will be sent another link to use in its place for the same download.
Can I share my files with other people?
No. The sharing of these files with other people is illegal. Any files shared by To You From Steph via email with the consumer must strictly remain with the consumer. To You From Steph reserves the right to restrict access to these files to the consumer and will be notified in the event of these files being shared without any outside party. In the event that they are shared, To You From Steph reserves the right to remove access to the files from the consumer.
Have a question that's not already answered above?
Don't hesitate to contact us via email and we will get back to you ASAP.
Usual response times are within 48 hours, be aware that during busy periods this can take longer.