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.
Stacees will process a full refund, plus a shipping fee for all damaged, defective, or
wrongfully shipped goods. If you are unsatisfied with your order, please take images of
the original order so that we can process your refund.
If you change your mind about an order that is as expected, undamaged, and in its
original quality and state, we will only be able to issue a 70% refund. We will also charge
a 50% fee to handle restocking fees. Please note that the shipping fee will also be
charged regardless of the shipping method used. We may also charge a rush fee (if any).
If you change your mind about the order, please process the return request within 14
days of receiving the order. Note that these are calendar days, so weekends are also
considered. Therefore, it is in your best interest to contact our customer service
department as soon as possible to process your return.
All undamaged returns should be shipped back in their original condition. We do not
accept the return of worn, washed, altered, or damaged items. Also, ensure that all
returned items are shipped back with their original tags. We may not issue a return for
goods that do not meet these conditions or comply with our return policy.
Once you have submitted your return request and we have acknowledged receipt, it will
take up to 7 business days to process your return, exchange, or refund. Please note that
the time it takes to receive your credit depends on the policies of your card issuer or
bank. Usually, it takes between 7 to 14 working days from most card issuers to process
a refund.
All custom fit orders are tailor-made to your specifications. This essentially means that once the
order is complete, it will be for you and you only. We can't resell a custom-fit order to another
customer. Therefore, we will not process returns or refunds for custom-fit orders unless there is
a quality issue. Before you place your order, please ensure that you go over and confirm details
about the colour, style, and measurements within 24 hours of finalizing your order.
If there is a quality issue, please take images of the original shipment and contact our customer
services to request a return. We will notify you once your request has gone through, and a
return or refund can be processed within seven days of receiving and inspecting your order.
Please understand that all our dresses are made-to-order, which means the dresses you order are special for you. We put our heart into every dress,the dresses can't be restocked or resold if returned.For this reason, we can't accept "buy-many-keep-one" order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.
If you wish to keep your order and make your adjustments, we can offer you a reimbursement.
We understand that sometimes, some minor adjustments might need to be made to your order
to get the perfect fit. Hence, we offer limited alterations reimbursement for all dresses. This
includes both standard sizes and tailor-made dresses. All you need to do is forward us a copy of
the tailor's receipt and your order number.
Here are our reimbursement limits for custom fit order dresses in GBP:
For dresses priced £72 or less - Reimbursement limit £25
For dressed priced £72 - £145 - Reimbursement limit £35
For all dresses above £145 - Reimbursement limit £54
After a final sale, we cannot process returns, refunds, or exchanges for all fabric swatches,
personalized items, veils, or accessories.
We will not refund the rush fees on rush orders unless the order is defective. If you receive a ,
defective order, you can contact us, and we will inspect and process the rush fee as soon as
possible.
We will not be able to process any returns or refunds for Final Sale items.
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.
Step 1
Send a return Request, please contact after-sales customer service representative by E-mail:
[email protected]. with the following information we need:
The model number of the item(s) you wish to return
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.
Step 2
Once we receive your return request and the supporting images, we will immediately process
your refund, return, or reimbursement. Our customer service representative will notify you within
24-48 hours indicating what you should do. We may not respond instantly due to the high
volume of emails we receive, but you can rest assured that your query will be attended to as
soon as possible.
Step 3
Once we have sent permission to return the goods, we will also provide a returning address via
email. All you need to do is print out the address and attach/put it inside the package with the
goods you wish to return.
Step 4
Once you have successfully shipped the package, please notify our customer service
representative that your shipment is on its way. You must also provide them with the shipment's
tracking number provided by your Local Post Office.
Step 5
Upon receiving your returned order, we will notify you via email. We will then inspect your item
and a refund/return will be processed within 3 to 5 business days. If your return is not in line with
our returns and refunds policy, we may not be able to process a refund. The item must be in
satisfactory condition. Once your refund is accepted, you can expect your credit within 7-15
business days via the original payment method. Please note that the processing period depends
on your card issuer or bank.
Please note that you will be charged a shipping fee for all worn, washed, damaged, or altered
goods. You might also not be able to receive a refund. The shipping fee will be deducted from
the total cost of your order.
You are eligible to receive a full refund if you receive defective, damaged, or wrongfully shipped
items. However, if you believe the items were damaged during shipment, you must provide
"Proof of Damage" documentation from the delivery company. This should be included together
with images or items when you submit your return request.
To allow for slight modifications, our tailors reserve additional fabric in the seams of all dresses.
We understand that sometimes a finished gown might vary by approximately an inch in either
direction of the specified measurements. This will allow you to make alterations so the dress
can fit you perfectly.
Suppose your dress size deviates from your order specifications by more than an inch. In that
case, you can find a local tailor and have them make adjustments. For such In this case, we will
reimburse you up to 40% of the product purchase price (excluding shipping cost). Should you
choose this option, please remember to request a receipt from your tailor. A copy of the receipt
must be provided to request reimbursement.
Please understand that you will not be able to return an item that does not fit properly if it
matches the specifications on your order. The only solution in such instances would be to make
adjustments on your own. We will also not cover the cost of the tailor. Also, keep in mind that if
the deviation in size is too large, it might not be possible to resize the item.
Concerning colour mismatch, please note that there might be a slight colour deviation due to your
computer screen or mobile device settings. However, if you are convinced that the colour is not
what you ordered, please contact Customer Service to see if a return or refund is possible.
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.
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