RETURNS & REFUND
Thank you for shopping at Stacees.
If you are not fully pleased with your order, we are here to assist. We will provide a full refund for your
purchase, including shipping fees for all damaged, defective, or wrongfully shipped items. If you are not
happy with your purchase, don't hesitate to contact us as soon as possible to start processing your
return and refund.
* To be eligible for a return or refund, the purchased item must be unused, and it should be in the same condition you got it in.
Also, ensure that the item is returned in its original packaging. For quick processing of your request, also ensure that you
provide the receipt or proof of purchase.
Conditions for Return
You can only return goods within 14 days from the day you receive them. We advise our customers to
examine the contents of their delivery as soon as it arrives. Once you are sure the items are damaged
or wrongfully shipped, please initiate the return/refund process as soon as you can.
Please kindly contact our customer service department and ask to return your order.
Please do not return the package directly to the address on our website or on the package, which are not our return address.
To be eligible for return/refund, the item must be in its original state. We will not accept the return of
used, worn, washed, altered, or damaged goods. Please ensure that you leave the original tags on the
items if you wish to return them.
AII our items are made to order. This means that we do not stock extra items in our store. Once you
place your order, it will be made specifically for you. Therefore, we will not accept returns of goods
that are as per your order. Our return policy only accommodates damage or wrongful shipment of
items.
When you ship your return to us, please ensure that you keep your shipping receipt and tracking
information. We are not liable for returned goods that are wrongfully shipped, damaged, or lost during
shipping.
Once you receive an item that you think is defective, damaged, or wrongfully shipped, please take
images of the original package. This will help us fast-track the processing of your return, partial
refund, or full refund.
Once we receive your returned goods, we will inspect your order and notify you that we have received
them. Once your return is processed and approved, we will initiate the refund process via the original
payment method. Depending on your card issuer's policies, you can expect to receive your credit
within a few days.
For All Standard Size Orders
For All Custom Fit Orders
For All Style/Size Selection Orders
Adjustments and Reimbursements
Fabric Swatches, Personalize items, Accessories AND Rush Orders.
For All Final Sale Items
How to Process Your Return, Refund, or Reimbursement
Defective, Damaged or Mis-shipped Items
Sizing and Fitting Issues
Size Deviation
Correct Sized Items that do not Fit
Colour Mismatch
Exchange Policy
Cancelation Policy
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Company: FEELTIMES LIMITED; Address: Churchill House, 142-146 Old Street, London, United Kingdom, EC1V 9BW.
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Online help
Products
1. What is the best way to choose my size?
Our size chart is independent. To choose the best size of you,please check the size chart on the product page,and refer to the measurements below each size. You can refer to our measuring guide to see how to measure yourself. To ensure the dress fits you well,we also suggest that you can choose custom size,which means that we make the dress based on your exact measurements.
2. Can I change the design of the dress?
"Usually we make the dress strictly according to the pictures on the picture shown on our website. However,if you want change some designs of the dresses like making the V Neck higher, shorten the dress length,remove the train,adding sleeves,etc.
Yes, just note it in the special requirement box when ordering, then we will make it according to your request when ordering. After payment we will send a confirmation email to confrim your order and request."
Yes, just note it in the special requirement box when ordering, then we will make it according to your request when ordering. After payment we will send a confirmation email to confrim your order and request."
3. Will my item be exactly the same color as what is shown on your website?
Our color charts online have been adjusted to dispaly color as close as possible to the color of the actual fabrics. However,camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabrics. Colors are subject to actual dresses you get.
4. How can I make sure all of dresses are the same color?
"Color consistency is of the utmost importance of course. However, there is a chance that there will be slight variations if dresses submit several orders at different times. Because batches of fabric are produced at different times, the same fabric of the same color at different times might be slightly different.
You will need to have all dresses place their orders within 48 hours of each other. And send us email to [email protected] to tell us all their order numbers. Then, all the dresses will be cut from the same bolt of fabric to make sure they come in the exact same color.
After 48 hours, we cannot guarantee any late orders will be included in the same dye lot as the rest of your party.
Keep in mind that screen resolutions can alter the way colors look on your computer depending on how you have it set. We always recommend ordering swatches beforehand so you can see the true color quality of each fabric in person. Please note that different types of fabrics do take the dye differently, and will not match perfectly."
You will need to have all dresses place their orders within 48 hours of each other. And send us email to [email protected] to tell us all their order numbers. Then, all the dresses will be cut from the same bolt of fabric to make sure they come in the exact same color.
After 48 hours, we cannot guarantee any late orders will be included in the same dye lot as the rest of your party.
Keep in mind that screen resolutions can alter the way colors look on your computer depending on how you have it set. We always recommend ordering swatches beforehand so you can see the true color quality of each fabric in person. Please note that different types of fabrics do take the dye differently, and will not match perfectly."
My Orders
1. When should I order my dress?
"Our dresses are made to order.
Estimated Receiving Time = Tailoring Time + Shipping Time
It takes anywhere from 3 to 4 weeks to ship wedding dresses or 2 - 4 weeks for other dresses after order. Tailoring times do not include ship time. Shipping can take 3-12 business days subject to the shipping method.
You can find the tailoring and shipping time at each product page.
We suggest customers order at least 1 - 2 month earlier and customers will have plenty of time to alter the dresses just in case."
Estimated Receiving Time = Tailoring Time + Shipping Time
It takes anywhere from 3 to 4 weeks to ship wedding dresses or 2 - 4 weeks for other dresses after order. Tailoring times do not include ship time. Shipping can take 3-12 business days subject to the shipping method.
You can find the tailoring and shipping time at each product page.
We suggest customers order at least 1 - 2 month earlier and customers will have plenty of time to alter the dresses just in case."
2. How can I track my order status
"We will send you an email once your order has been shipped. Please sign into ""My Account"" and click ""My order"" in the upper right corner. Click on ""View Details"" to check your order status. Also,you can email us to get more information on your order."
3. I ordered a standard sized dress, not a custom size, why is it taking so long?
"All of our dresses are made to order, no matter you ordered in a standard size or custom size, except dresses in stock. Tailoring Time is displayed on each dress's product page. We have several offers to choose from.
Thanks for your understanding!"
Thanks for your understanding!"
4. Main Order Statuses
"Once we receive your payment, your order will go through several steps before being “shipped”.
Please refer to the different order statuses explanation below:
Waiting to be paid:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.
Processing:
We are confirming your payment and begin processing your order immediately.
You can check order details or progress,request a change of shipping address before shipped.
Completed:
Everything in your order has been packed and sent to the shipping address you provided.
When you received your order.You can report missing or wrong products.Request a return or refund.Write a review.
Canceled:
This order has been canceled."
Please refer to the different order statuses explanation below:
Waiting to be paid:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.
Processing:
We are confirming your payment and begin processing your order immediately.
You can check order details or progress,request a change of shipping address before shipped.
Completed:
Everything in your order has been packed and sent to the shipping address you provided.
When you received your order.You can report missing or wrong products.Request a return or refund.Write a review.
Canceled:
This order has been canceled."
Payment
1. What methods of payment do you accept?
Currently, we provide simpler, more efficient, and more secure Paypal payment and Stripe payment. No matter what methods you prefer, you need to select your items and add them to your shopping cart, that's for sure. In addition, registering with us first would be very helpful for shopping with us since you will get rid of the trouble of entering your information repeatedly, plus, you can manage your account, check your order information, and get informed of your order status very fast.
2. My payment won't go through!
"If you're having some trouble with your payment, we do have some tips that usually work, but we're not able to override the actual system to accept payment if it won't go through.
Some things you can try that may work include:
1. Make sure all information is correct including credit card number, expiration date, security code, billing address, and zip code if asked.
2. Try using PayPal if you have a PayPal account. Customers can still pay via PayPal guest check out if customers do not have a PayPal account.
3. Try using a different card.
4. Start over with a new order instead of trying to pay for the same order over again.
5. If your payment is still declined, you may need to contact your bank. Occasionally, when purchasing from an online company for the first time, your financial institution will issue a hold on the funds if they are unfamiliar with it.
If you've tried everything else, feel free to reach out to our awesome team of customer service dept. and we can look into this for you."
Some things you can try that may work include:
1. Make sure all information is correct including credit card number, expiration date, security code, billing address, and zip code if asked.
2. Try using PayPal if you have a PayPal account. Customers can still pay via PayPal guest check out if customers do not have a PayPal account.
3. Try using a different card.
4. Start over with a new order instead of trying to pay for the same order over again.
5. If your payment is still declined, you may need to contact your bank. Occasionally, when purchasing from an online company for the first time, your financial institution will issue a hold on the funds if they are unfamiliar with it.
If you've tried everything else, feel free to reach out to our awesome team of customer service dept. and we can look into this for you."
3. Is it safe to order from you?
"We using PayPal payments and Stripe payments, which are safer payments worldwide.
We also utilize a secure socket layer (SSL) technology where any personal information obtained through Stacees.co.uk is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties."
We also utilize a secure socket layer (SSL) technology where any personal information obtained through Stacees.co.uk is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties."
Shipping & Delivery
1. How much is shipping costs?
"You may add items to the shopping cart to check on the accurate shipping fee. Customers can also place a test order to check the total cost
We have two shipping methods including expedited shipping and standard shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order.
If you have any issues with the shipping cost, please do let us know and we'll be more than happy to walk you through it!"
We have two shipping methods including expedited shipping and standard shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order.
If you have any issues with the shipping cost, please do let us know and we'll be more than happy to walk you through it!"
2. Do I need to pay sales tax or custom duties?
"In some cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country. For further details, please contact your destination local customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original delivery estimation time.
Due to customs regulatory policies, please note that we are unable to list purchased items as a gift or write an amount lower than the actual product price.
Duty & Tax Insurance
We provide Duty & Tax Insurance service for certain purchase and can be checked when placing an order.
If you pay for the Duty & Tax Insurance when you placed an order and were charged a tax fee when the package arrived, we'll be glad to refund 100% tax fee. Please tell us what was the total amount of the tax fee you were charged by submitting a new ""Custom Duty Issue"" ticket with a copy of the invoice at that time, and we'll refund the amount you were charged."
Due to customs regulatory policies, please note that we are unable to list purchased items as a gift or write an amount lower than the actual product price.
Duty & Tax Insurance
We provide Duty & Tax Insurance service for certain purchase and can be checked when placing an order.
If you pay for the Duty & Tax Insurance when you placed an order and were charged a tax fee when the package arrived, we'll be glad to refund 100% tax fee. Please tell us what was the total amount of the tax fee you were charged by submitting a new ""Custom Duty Issue"" ticket with a copy of the invoice at that time, and we'll refund the amount you were charged."
3. What countries or regions do you ship to?
"We ship worldwide to nearly every country across the globe,covering North and South America,Europe,Asia,Africa,Oceania,and more. There may be particular locations that we might require additional information to ship to. If so, we will get in touch with you ASAP.
We employ the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely."
We employ the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely."
4. Can I change my shipping address?
You can only change the shipping address while your order still in processing. please contact us and provide the correct address ASAP. Once your dress has been shipped,we cannot change the address nor delivery options.
Returns, Refund, Cancellation, Exchanges
1. What is your return policy?
"Customer needs to contact our after sale department to initiate the process within 14days upon receiving your items.
We will provide a full refund for your purchase, including shipping fees for all damaged, defective, or wrongfully shipped items. If you are not happy with your purchase, don't hesitate to contact us as soon as possible to start processing your return and refund."
We will provide a full refund for your purchase, including shipping fees for all damaged, defective, or wrongfully shipped items. If you are not happy with your purchase, don't hesitate to contact us as soon as possible to start processing your return and refund."
2. How to start the return process
"All returns must be made within 14 days from the day the package was delivered. All returned products must be unused (e.g., not worn, washed, damaged, or altered) and returned in accordance with the instructions received from contacting customer service by E-mail. You are solely responsible for the cost of shipping while returning the products. All products not returned in accordance with the Return Procedures shall be sent back to you, and no credit or refund will be issued.
please contact after-sales customer service representative by E-mail:[email protected] with the following information we need:
Order Number
Reason for requesting a return or refund, i.e., Size/Quality, etc
Reference images of the things you want to return
*For the issues with fit/size of the item(s), please do not forget to send us photos with the measurement visible from the item. As far as you know the standard size is fixed number and may not be suitable for everyone, you have to check them clearly before ordering.
*For returns because of issues with the condition/quality of the item(s), kindly include photos highlighting the specific issues with the item(s).
*For returns because of color aberration, please also include photos with the item or the fabric you have ordered before as well as the previous order for more reference."
please contact after-sales customer service representative by E-mail:[email protected] with the following information we need:
Order Number
Reason for requesting a return or refund, i.e., Size/Quality, etc
Reference images of the things you want to return
*For the issues with fit/size of the item(s), please do not forget to send us photos with the measurement visible from the item. As far as you know the standard size is fixed number and may not be suitable for everyone, you have to check them clearly before ordering.
*For returns because of issues with the condition/quality of the item(s), kindly include photos highlighting the specific issues with the item(s).
*For returns because of color aberration, please also include photos with the item or the fabric you have ordered before as well as the previous order for more reference."
3. Can I buy-many-keep-one for selection?
We understand you want to choose the best one,whether it's standard size or custom size,if the dress is not good as picture or we make a wrong dress which not according to your size. You can contact us for a return quest,but we still hope you can choose which dress you like best, because our dress are made to order. If returned,we can't sell it again,we don't want to lose too much. Thanks for understanding our situation.
4. How can I cancell my order?
All our items are made-to-order, including standard-size items. If you wish to cancel an order for any reason, please refer to our cancelation policy below: Order-Cancellation Policy
5. what is your exchange policy?
Do you wish to exchange your dress for a different size or item? Unfortunately, we currently don't offer an exchange service for any products at this time. All our dresses are made to order. Therefore we will not have any extra dresses for exchanging. If you want a different item, please return the order and start a new order from scratch.
Promotion
1. What coupons or promotions are you running?
Yes, we do occasionally offer special promotions and sales throughout the year. Please visit our homepage for check the promotions banners and page-top text.
About Stacees
1. Do you have a store?
We are very sorry but we don't have real store now and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online,you can enjoy more competitive price,right? Please feel free to contact us and we are willing to give you some professional suggestions.
2. Where are you come from?
Our customer service based in UK. Our suppliers are mostly from Australia and France and Hong Kong.