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Frequently Asked Questions

Orders

Can I have more discount on multiple or bulk orders?

We have tried the best to make most dresses in reasonable and affordable price. To make every girl will have their flattering styles on their event, we are glad to do a deal on the bulk orders according to the amount and quantity. For more discount details, please contact our online assistant or email us.

Can I amend the order?

To make sure every order will work for you and come as expected, we will always send you the confirmation email to double confirm the order, you are still allowed to tell us your requirements of the order in certain time. In order to make the order arrive by schedule, orders will be processed after confirmation or no query submitted in 12 hours from the confirmation email. Please understand that orders once been processed are not easily or possible to amend due to schedule, material and tailoring cost .

How do I check the order status?

Once order placed, you can check the order status any time in My Account, you will learn in which step the order is there. You may also email us or contact us online for further details.

Payment

I want to pay but why the payment is declined?

We believe that every customer will enjoy the safe and convenient shopping here, as we provide the most popular payment option, Paypal, Credit Card/Debit Card. But unluckily if your payment is declined, don’t worry, we have got you here. That is because of the restriction from the bank system, there are many factors take effect, such as cards used another place, frequently used recently, etc. You will just need to use another card or make a call to ask your bank to lift that restriction and try again.

How do I use the coupon?

Please fill in the coupon in coupon code box which displayed in the Checkout page, and then apply it. No matter your registered coupons or negotiated coupons from sales assistant can be used there.

Is it safe to make the payment here?

The security of the information our customers submit is one of our highest priorities. We are verified by International Bank Validation System and Paypal, supervised under their terms and policy. You will have the most safe shopping experience here.

What kind of cards can be used to pay?

Most credit cards and debits cards are easily to pay here. They can be visa cards, master cards, etc.

Shipping

Can I alter the shipping address?

You are allowed to alter the shipping address before the order goes in delivery stage. There may be additional shipping cost and custom duties depends on destination and their local policy, you may check with our online assistant and local department also.

How long is the shipping time?

Every order here will be promised with safe and door to door service. It will get to your house in about 5 days after dispatching. Please understand that the estimate arrival date can not be as reliable as you expect when there is holiday, unexpected horrible weather or other things may affect the delivery service.

What if I miss the delivery?

After the first arrival tempt failed, you will be able to find your local express service contacts in our delivery failed email, and ask them to arrange another delivery in the other day which seems convenient to you. Please noted that if you are out of contact or out of reach during several tempt delivery, there may be additional charge for re-delivery. For parcel returned to us or destroyed by express service due to customers long term no response can not be concluded as our fault.

Return&Refund

Can i return the dress when i receive it?

You can return the dress and get refund if there is anything wrong with the dress you received.

I returned the dress,when can i receive the refund?

We will arrange the refund upon receiving the dress you return.Generally,you will have the refund in about 2-5 days.

Where should i return my dress?

You need to contact our service team to get a return form before you return the items.Please don’t return it to the address on the parcel.

Products

Can I have multiple color and size ordered for the same style?

We can provide the dresses and gowns in every size and color listed, even personal size. Do not worry about the stock, our salon tailors are experienced to provide large quantity for your big party.

Can we have the dress slightly altered?

If you want the dress with personality, we can help to alter the dress a bit for you, please contact us online or email us your ideas, we will try the best to meet your request.

How can you make sure the returned-order exactly the same with previous ones?

Due to many special orders are hand made, slight deviation of colors and details are inevitable between your returned orders, but there is way to fix it. You are required to provide pictures of dresses you received, so that orders can be match easily.

How can I make sure the size and color work perfectly for me?

We understand that every dress can be very important to help you stand out. To have a perfectly fitted dress, please select your size exactly according to the size chart or tell us your exact size when you order. Color can be slightly different because of your monitor, photography light and surrounding, we suggest you get the fabric samples on the site to help you decide.

Can I have a dress which is not on the site?

If you have got a design in mind or see some fantastic dresses other resources, please let us know, just show us the pictures, we will check with our skilled tailors and provide you quotation within 12 hours.

Account

How do I reset my password?

Simply follow the Forgotten Password instructions. For security reasons, we cannot send you your password via email. You will get reset account link by email, and follow that link to reset the password. If email not received, please contact us to have our technology department manually reset that for you.

Do I have to be a member to buy here?

You can also order here as guest. But to have account is easier to track your order, save frequent addresses and submit tickets. You can easily create your account here in minute.

How do I change the account email address?

To make sure the account in secure condition, you are not allowed to amend the registered email address, but you can tell us the email address you want to use, we will record that and update the order status with that address.

If have any questions about my order,what should i do?

In your account ,you can check your order status in “My order”.If you have any questions about your order upon receiving it,you can send us a ticket.Our service team will reply you within 24 hours.

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."

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."

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."

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!"

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."

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."

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.com 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!"

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."

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."

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."

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."

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.