Exchange Policy FAQ
Did we miss the mark?
Frequently asked questions about exchanges may be found below.
While our stylists try their best to curate each package, sometimes some additional feedback can allow them to better learn your brand-specific sizing and fits. To ensure that your packages suit your style, be sure to let your stylist know what you loved and didn't like in the Feedback section.
How Do I Exchange An Item?
- Visit our exchange center by clicking the button at the bottom of this page
- Enter your order number starting with the letter S and your email address to start
- Follow the instructions and select the items you want to exchange
- Please list the items by brand and be as descriptive as possible as to how the item(s) did not fit you and or your style. Your stylist will then review this feedback when curating your replacement item(s)!
- Once your request is approved, you will get a confirmation email with shipping guidelines
- If you are within the time period of exchanging any item(s) (5 days from the date you received your package), your request will be approved and you will get a confirmation email with shipping guidelines. If you are outside of the exchange period, please reach out to Member Services at [email protected] for further assistance. Exceptions may be made on a case by case basis.
What Items Are Exchangeable?
- Items that are submitted for an exchange request within 5 days of receiving your initial package
- Items in brand new, unwashed, and unworn condition, and that have the original tags still attached
What Items Are Non-Exchangeable?
- Certain items such as accessories, socks, underwear, ties, and items included as a bonus are not exchangeable
- Items in unsellable condition: visibly worn and or washed clothing
- Visibly worn shoes
- Items covered in pet or human hair
- Items with body odor/cologne odor
What Are The Refund/Return Options?
As noted In our Terms of Service, we do not offer refunds of any kind. However, we would be happy to exchange any items that do not fit you and or your style so long as your request is made within 5 days of receiving your initial package and proper detailed feedback is provided.
How Do I Ship Back The Items?
Stately will cover the cost of shipping for the first exchange request of every initial package. Please refer to the email received after your exchange request has been approved for detailed instructions.
Conditions For Exchange
- The return must be shipped within 7 days of the date you receive the exchange shipping label for an exchange to be processed.
- Please neatly fold the item(s) you will be exchanging and return them in the condition you received them. If items are poorly packaged or returned in unsellable condition (please see What Items are Non-Exchangeable) they will not be exchanged and the items will be returned back to you at your expense.
- Please note that when processing exchange requests, we try our very best to size up or down based on your specific need. However, we may not have the exact style available in your requested size when we receive your exchange. In such instances, your stylist will select a replacement item of a comparable type to send to you in your requested size.
Additional Questions? We've Got Answers.
Stately Member Services, at your service. Just email us at [email protected] and someone from our team will help you!