RETURNS & REFUND
We hope you love what you ordered! But just in case you're not 100% satisfied, we've made the process super easy for you.
Stacees will issue a full refund including shipping for any damaged, defective, or mis-shipped Items. If your item arrives damaged or defective, Contact our Customer Service to initate the return process within 14 days upon receiving your Item(s).
How To Return &Refund
1. Create a ticket in your order list within 14 days upon receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 14 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 7-10 days (the processing time depends on your payment method and bank). Original shipping fee & return shipping fee will not be refunded.
Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.
* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
FOR ALL STANDARD SIZE DRESSES
Please understand that items that do not fit properly but in accordance with the specifications you ordered, undamaged, and in its original quality and state, we will only be able to issue a 70% refund. Original shipping fee & return shipping fee will not be refunded.
Create a ticket in My Orders or Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).
FOR ALL CUSTOM SIZE DRESSES:
At Stacees, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and colour choice before ordering.
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.
All our items are made-to-order, including standard size items, with this in mind, please refer to our cancellation policy below:
• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 12 hours of payment:90% refund+ shipping fee.
• Cancel order 12–24 hours after payment: 80% refund + shipping fee.
• Cancel order 24-48 hours after payment: 50% refund + shipping fee.