ORDERS & SHIPPING

Orders will be processed and shipped within 1-5 business days from when the order is placed and payment is processed. We do not process orders on Saturdays, Sundays, and Holidays. 

Still Here offers free shipping on all US orders over $200. 

When your order is processed, you will receive a shipment confirmation email with a tracking number from our customer support team. 

INTERNATIONAL SHIPPING

International shipping costs, duties, taxes, VAT, and other relevant charges are the sole responsibility of purchasing customers. Still Here has partnered with Global-E and Shopify to offer a seamless checkout experience for International customers. All incurred expenses associated with International orders are charged at checkout to simplify the buying process and offer complete transparency. 

PRODUCT DISCLAIMER

Any garment which has been embellished (hand-painted, embroidered, snapped, etc.) is subject to idiosyncrasies and imperfections. It is the nature of the process and we embrace the handmade quality. Embellishments are subject to wear based on everyday use.

For best results, exercise proper care by style. Please check individual product listings and product care instructions as each embellishment care varies. For any care questions or concerns feel free to reach out to our team at info@stillhere.nyc

DAMAGES

Please inspect all items upon delivery and contact us immediately at info@stillhere.nyc if your order is incorrect, defective, or damaged.

STORE CREDIT

Store credit for an in-store or online return will be issued in the form of a digital gift card. Still Here store credit is redeemable online or in-store. Store credit will expire one year following the product purchase date.

EXCHANGED ORDERS

Exchange orders are not eligible for refunds, only store credit. 

DISCOUNTED PURCHASES

Any product purchased on sale and/or from the Still Here Vault is only eligible for return for store credit. Refunds or exchanges will not be processed for any product bought while on sale or from the Still Here Vault. 

FINAL SALE

Products marked ‘Final Sale’ are not eligible for return, exchange or refund. These products include all hats, caps, scarves, coffee cups, silverware, and coffee beans.

SHIPPING INSURANCE & ROUTE

Still Here previously offered shipping insurance through Route between 1/1/24 to 3/17/25. This insurance was optional and available in-cart at checkout, for a small additional fee on your order. Customers were not required to purchase shipping/order insurance. Route shipping insurance fully covers packages that may have been damaged, stolen or lost in-transit. If you previously made an order on our website prior to 3/17/25 and experienced a lost, damaged or stolen package and would like to file an insurance claim for a refund or replacement, please visit the Route Claims Portal. 

Please note: Route is a separate business from Still Here and has its own set of requirements and deadlines for claim submissions. Still Here cannot assist further if a claim is not approved for any reason. Still Here no longer works in partnership with Route and cannot take responsibility for any issues experienced with Route or Route customer support. 

If a customer had placed an order prior to 3/17/25 and had chosen to Opt-Out of Route Shipping Insurance, they acknowledge that Still Here takes no liability in guaranteeing their order will arrive on-time, undamaged and to the correct address. Still Here is not responsible for any packages that are lost or stolen at any point in the fulfillment process, including upon delivery. 

Still Here will be launching with a new shipping insurance provider in early April 2025. Still Here will offer no shipping or package insurance in the interim and will no longer provide Route Portal Claims portal access or support beginning in April 2025.