Returns, Refunds, and Exchange Policy
STELLO gowns are designed and handcrafted in our shop in Los Angeles, CA, using only high quality materials, sourced in the USA. All gowns are custom / made-to-order and ship within a 3 week time frame. We can tweak any of our designs to make your gown perfect for your event. Or you can design your very own custom gown with a sales rep and our design team. Because of this, we have a strict no refund policy, ONLY store credit or exchange. Please note store credit will expire after 12 months if not used.
Should your item size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
Dresses or clothing that does not fit properly but fits the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our clothing is made-to-measure, whether you ordered a standard size or custom measurements, and the materials cannot be reused once the creation process has begun. Therefor, once your order has been placed, it can no longer be cancelled. Please refer to our cancellation and return policies below for details.
Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress or clothing has been made to the standard size or custom measurements that you specified. Try on your dress or clothing as soon as possible without removing the tags, altering, or washing the dress.
If you are returning or exchanging any gowns, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.
Defective, Damaged or Misshipped Items
If we shipped you an item in the wrong color: You are eligible for a full refund after Customer Service confirms you received the wrong color. Perceived color differences due to the display settings of your computer monitor are not grounds for a refund.
If we shipped you a defective or damaged item: You are eligible for a an exchange or store credit only. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its order number as soon as possible. If you believe your item was damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it.
The settings of your computer or smartphone screen may alter the color of the pictures shown on www.StelloOfficial.com or the @Stello instagram. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact CustomerService@StelloOfficial.com to see if a return or refund is possible.
Contact Customer Service within 7 days after you receive your order.
To contact Customer Service, email CustomerService@StelloOfficial.com order you need help with. Please fill out the form and include as many details as possible, upload photos that clearly show the problem with the item (if necessary), and the requested replacement item’s name, number and color (if necessary). Our Customer Service will then review your request and respond within 24 hours.
Once Customer Service has approved your request, please send the item back to us as soon as possible. When we have received your package, your return will be processed in 3 to 5 business days and then your exchange or alteration will be issued.