Frequently Asked Questions
WHAT IS STATELY?
Stately is the premier clothing subscription service for the modern man. We deliver personalized, stylist-curated contemporary clothing based on your style preferences, sizes, and needs. We work with today’s leading brands to bring you a personalized assortment of clothes to fit your lifestyle–whether it’s workplace attire, date night, going out on the weekends, or relaxing in the comfort of your home, we’ll ensure that you’ll love how you look and feel, so that you’ll have time to do the things you love.
To get started, fill out a style profile so that your stylist can learn more about your style and preferences. We will then match you with a stylist who will ensure we nail your style down in every package. Unlike most of today’s men’s clothing subscription services that charge exorbitant “styling fees” and retail prices for clothes, Stately provides its members with apparel from the leading men’s contemporary clothing brands for a fraction of the price. Our ability to buy large quantities of apparel from our clothing brand partners allows us to pass the savings on to you. Select a plan and shipping frequency that best suits your needs and budget. We will take care of the rest. It’s that simple!
ACCOUNT MANAGEMENT
To manage your account, please first log into your Stately account by clicking the following link statelymen.com/account. There, you’ll be able to access and update your Style Profile, Additional Style Preferences and update your address and billing information. Please make sure to take the time to fill out both your Style Profile and Additional Styles Preferences to ensure that you receive a personalized experience with our service. You can add personalized preferences and style inspiration photos to your account that your stylist can reference when curating the clothes for your package! To make any changes to your shipping address after signing up or to communicate any time sensitive concerns, please contact Member Services at [email protected].
Of course! We do ask that if you do want to adjust your frequency, plan type, renewal date or postpone your next order that you make these changes within 7 days prior to your renewal taking place. Otherwise, these changes will take effect after the most recent renewal. If you are outside of this time frame please reach out to our Member services team via email at [email protected] or via live chat.
You cannot share an account. Our Style Profiles are set up for one member and one member only. If you attempted to share an account, the Style Profile and Additional Style Preferences would need to be manually updated for every renewal. We’ve had members in the past try to do this and it has yet to work out for anyone. Two accounts would ultimately need to be created in order to receive the best individual styling experience.
You CAN update your account email address but you will need to reach out to our Members Services Team for assistance. Please keep in mind it may take up to one billing cycle to properly reflect on your account.
Yes! You can pause your subscription, skip your next order or better yet, change your next renewal date and update your renewal frequency to better suit your needs.
While Stately does offer a recurring subscription service based on the plan frequency you select at sign up, you CAN cancel after you place your first order to avoid any further charges. We hope that's not the case though. Stay! You know you want to ;)
Definitely! We get that life happens and sometimes you won’t be available. Simply log into your account, click on Subscription, Subscription Management, Skip Shipment. Please keep in mind if you are within 7 days from your renewal taking place you will only be able to skip orders after the renewal takes place.
Of course! Simply log into your account, click on Subscription, Subscription Management, click Edit under Next Order Date and select the date you’d prefer to have your renewals take place moving forward. You can do this anytime you’d like before your next renewal takes place. You can move your renewal date up or push it back as often as needed as long as you are not within 7 days of your renewal taking place.
Yes! Simply log into your account, click on Subscription, Subscription Management, click Edit under Delivery Schedule and select between 1 month or 2 months. If you’d like to customize this even further, let's say you’d like a package every quarter, please reach out to our Member Services Team and let them know how often you’d like to receive your packages and we’ll take care of the rest.
Absolutely! Simply log into your account, click on Subscription, Subscription Management, click Edit under Change Quantity and use the arrows to increase the number of boxes you’d like to receive. Keep in mind that this change is recurring. Meaning you’ll need to manually update the quantity again, if you’d like to go back to only receiving one package instead of a continuous two or three.
Our personal stylists are passionate about keeping our members looking good. We take pride in hand picking your items based on the criteria selected in your Style Profile and any preferences you communicate to us via your Additional Style Preferences. Most of our members enjoy this option because not only will it save them time, but they are exposed to new brands and styles, and every box is a pleasant surprise! If there is something that you really want to see in your next package, please feel free to add this feedback to your Additional Style Preferences or email us at [email protected], Your stylist will make every best effort to accommodate any special requests you may have.
We know our members are always looking for ways to diversify their style and mix up their looks. You can do this as often as you’d like so long as this is done before your next scheduled renewal. All you have to do is login to your Stately Dashboard and update your Style Profile and Additional Style Preferences.
Our commitment to our clothing brand partner network allows us to access premier inventory at a below wholesale price in order to pass those savings on to you. Typically, our members can expect to receive at least two times the value they pay (based on MSRP) of apparel than the price of their membership plan. For example, our $129 Sharp Plan includes apparel that typically retails for more than $200. The best part about our service is that you get to keep everything we send you in your package for one low price—if something in your package does not fit you, we will exchange it for an item that does!
EXCHANGES
We know life can get busy, so we aim to make the exchange process as seamless as possible by including it in your next renewal box. By consolidating your exchange with your next renewal, you’ll only need to track one package instead of two. Once you submit your Exchange Request you’ll immediately receive your prepaid return label to the email address linked to your Stately Account. Please be sure that all item(s) you are exchanging are in brand new condition, unwashed and unworn, and have the original tags still attached.
No worries at all! When you submit your Exchange Request you can select expedited shipping and pay $14.99 to receive it sooner. Please keep in mind that your return package needs to be scanned in, by UPS as being en route to our Fulfillment Center, for your stylist to begin processing your exchange. Once processed, your exchange will be shipped out within 2-4 business days (not including weekends & holidays).
Absolutely! You have 5 days from the day you receive your package to try everything on to make sure it fits. Keep what fits and exchange anything that doesn’t. Your stylist will make a selection based on the detailed feedback you provide in your exchange request, as well as your Additional Style Preferences. It's important to note that all brands vary in cut and fit, and over time your stylist will get a better understanding of your personal preferences. Please be aware that if your size is not listed as an option when creating a Style Profile with us, then at this time it is not a size our brand partners currently offer and we will be unable to accommodate your size needs. For example, we do not offer Big & Tall sizes, XS or 4XL+ tops, pant inseams that are shorter than 30”, waist size 35, or shoes that are wide or above size 13.
There will be a $14.99 charge to ship out exchanges for any inactive accounts as we cannot send the replacements in the next renewal.”
Sure! We definitely don’t want members to keep items they’re not a fan of. You will have 5 days from the date you receive your package to request a style-related exchange. To ensure that your exchange and future Stately packages better suit your style, all we ask for in return is for you to include detailed feedback on why something didn’t work for you. We also highly suggest you upload style inspiration photos to your Additional Style Preferences. Your stylist references this information prior to curating every package for you, so the more feedback, the better! Please note we currently work with many brand partners who do NOT currently offer: vegan only, natural fibers only, items only manufactured in the United States and or non polyester items at this time.
Yes! If the replacement item(s) you received did not work for you then feel free to request a 2nd exchange within 5 days of receiving your replacement item(s) online through our exchange portal. You may also request a call to further discuss why certain items didn’t meet your expectations. While Stately is happy to cover the cost of shipping for the first exchange request, we do require shipping costs to be covered by the member for any additional exchanges. You will also be asked to provide the tracking information of the second exchange once it has been shipped so our Fulfillment Team can be on the lookout for your package.
We are unable to accommodate any exchange requests outside of our 5-day exchange period, from orders prior to your current order, or exchanges that request sizes that are not offered by our service. We are also unable to exchange any Bonus/Holiday Collection items and or items that have been worn, washed, or that were damaged after it was worn. If returned, we will have to send the items back to you.
No problem! Just let Member Services know immediately via email, SMS or chat and, ideally, before, you send back your exchange so that your stylist is made aware! If you don’t include an item in your exchange package that was submitted with your initial exchange request and a replacement is provided, you will be charged 50% of the MSRP value of the item(s) that are not included in the exchange package you send back..
We kindly ask that you do not include additional item(s) in your exchange package (either from this order or a prior order). Any item(s) from prior orders not previously approved that are included in your exchange box, will be shipped back to you and will not be replaced. A shipping and handling fee of $25 will be charged to your account for these unapproved items.
We require that all approved exchange item(s) are sent back to us in brand new condition and that such item(s) are unwashed, unworn and contain the original tags attached. If an item(s) is returned with visible signs of being washed, worn, or missing tags, the return will be rejected, the item(s) will be donated, and the member will be charged 50% of the MSRP value of each item(s) based on the MSRP noted in the invoice you received with your underlying order.
REFERRALS
Share your link with friends and earn Stately VIP Club Rewards Points when they sign-up for Stately. For every friend you refer who places their first subscription order through your referral link, you’ll give your friends $150 of bonus apparel in their first subscription box and earn 2,000 Stately VIP Club Rewards Points for each successful referral.
First, log into your Stately Dashboard here! If you don't have an account yet, you can create one.
Then, click the REWARDS link and scroll to the referral section to share your referral link friends and family – that's it!
Please note: in the spirit of the program, self-referrals are not allowed; referred friends must be a first-time customer; restrictions apply, see Loyalty & Referral Terms of Service here for details.
If you've been referred by a friend: Click their referral link, enter your email address and you will receive a unique discount code. Copy the discount code that pops up when the page loads. Then, apply that discount during checkout for $150 in bonus apparel added to your first box. Please note: you are able to use this referral code for any subscription plan tier (the referral link neither works for any purchases made through the Out of the Box store nor provides any rewards for such purchases to you or the friend you refer).
If you've referred a friend: Once they complete their first order, you'll get an email confirming your 2,000 loyalty reward points have been added to your account, which you can check on by logging in here!
To use your referral reward: For Out Of The Box purchases you can redeem your points and apply the discount code at checkout. Or, to apply to an upcoming subscription order, just head to the Stately Dashboard section of your account page, click on Subscription, and add the unique discount code to your subscription. If you are not sure what your code is, click on Rewards History on the Rewards page to see the past rewards you have redeemed. If you have any questions please feel free to reach out to Member Services at [email protected] and we would be happy to assist you with redeeming your rewards or applying your discount code.
Please note: we cannot retroactively apply referral discounts or discount codes to previously purchased orders; all codes must be used at the time of purchase.
Per our terms, only one discount code is applicable per order, so you will not be able to apply your referral discount with another discount code.
THE STATELY VIP CLUB
For each purchase you make, you’ll earn 3 points per dollar spent, which you can redeem in increments of $10, $25, $50, or $100 off on future purchases — just log in to your Stately dashboard when checking out to have access to your rewards points. Points expire after a year of inactivity (i.e., redeeming or earning), so the more often you shop, the longer you'll be able to hold onto your points!
The more you spend, the more exclusive perks you unlock, including monthly giveaways, additional bonus items in boxes, and more! You can see our rewards breakdown here.
Points earned from shopping are added to your account once your order is charged successfully.
Points earned from referring a friend are added when your friend places their first order.
Points earned from adding your birthday are added on your birthday.
Points earned from following our Instagram account are added to your account immediately!
Every customer receives points automatically*. Points are awarded for each purchase at the time your account is successfully charged.
You can log in here to see your points. If you haven't created an account yet, you need to create an account with an active subscription to earn loyalty points.
*Please note: Only purchases after 1/1/2022 have been automatically attributed to customer accounts.
If you're placing an order on the Out Of The Box Store, you'll be able to apply your rewards points directly during checkout under the discount code section! If you would like to use these points towards a subscription, head to the Loyalty Rewards page and redeem a unique code based on the amount of points you wish to use. You can add this code to the promo code section on your Stately Subscription by going to the Stately Dashboard, viewing your Subscription, and applying the discount code to your active subscription – this will automatically apply to your next subscription order.
Please note: only one discount is allowed per order. You will not be able to apply another discount in addition to your rewards points
To apply Stately VIP points to an order, first you’ll want to log in and access our Loyalty Rewards page and redeem your rewards. Next, take the discount code you obtain by redeeming your reward and proceed to checkout where you can input the discount code towards your new subscription. If you’ve shopped with us before but can’t access your account, don’t worry – your points are safe in your account! If you are having trouble finding your points please reach out to Member Services at [email protected].
Please note: You can only apply one discount code per order!
As a Platinum tier member, you will receive up to two free exchanges per subscription order.
Please note: If you are asked to send the box back to our fulfillment center and you think it is a mistake please feel free to reach out to Member Services for assistance.
Yes, your points expire after 12 months of inactivity (meaning no purchases within this time frame). If you have any questions about your points balance please feel free to reach out to Member Services for assistance.
Based on your Tier Status, you will receive exclusive access and discounts to Stately promotions and sales. You will be notified via email and/or text about these offerings when they arise.
Our Gold and Platinum Tier Members will receive a bonus accessory in every box. If you are not sure whether you received your bonus, please reach out to Member Services for assistance.
All Silver, Gold and Platinum Members are automatically entered into our Stately Monthly Box Giveaway. You will be contacted directly if you win!
SHIPPING
Stately currently ships packages via UPS Ground and UPS SurePost (your package will be transferred to USPS for final delivery).
Once you complete your order, we will typically ship your package within 5-10 business days (it can take up to 10 business days to ship your order during certain seasons). This gives your personal stylist enough time to carefully review your Style Profile and any special requests. Once your package leaves our fulfillment center, it normally takes 1-7 days to arrive at your doorstep, depending on your location and courier.
Of course! Once it’s shipped, you’ll receive an email from us to track your package while it’s in transit. If you aren’t receiving email updates, make sure the email you signed up with is correct and don’t forget to check your spam box!
Currently, Stately only offers its service in the United States of America. Send us an email at [email protected] letting us know where you’d like to see our service next and we will send you an email when we start shipping to your country.
We do accommodate for APO, FPO, and P.O. Box addresses. However, for any exchange requests from an APO or FPO address, you will need to ship the item(s) back to us. Please also keep in mind that any packages being shipped to APO, FPO, and P.O. Box addresses CANNOT be expedited. APO and FPO packages can take up to 2 months to be delivered, from the date it was transferred to USPS.
Of course! You can update your shipping address at any point in time through your Stately Dashboard. If your renewal has already taken place, we will need to be notified within 24-48 hours of this recent change. If your package has already been shipped, we will need to be notified within 24 hours to attempt rerouting the package. Reroutes are time sensitive with our couriers and are not always possible. If a reroute is needed and the courier allows for the change to be made, members will be responsible for the additional shipping fees. Please note that we cannot be held responsible for incorrectly entered shipping addresses or addresses that are updated after your order renews. For any time sensitive changes, please contact Member Services at [email protected].
We’re sorry to hear you have not received your order(s). If the courier has marked your package as delivered but you cannot locate it-
The courier may have placed it in a safer location, please check:
Mailbox, porch, garage, exterior doors, and any locations where the package could be placed. Please check with other members of your household and neighbors as some drivers have been known to leave packages with neighbors for safe keeping.
In rare cases, packages marked as “Delivered” can take up to an additional 24-72 hours to be physically delivered. If more than 72 hours have passed since your package was marked as “Delivered”, please reach out to Member Services for further assistance.
Please note, APO and FPO packages can take up to 2 months to be delivered, from the date it was transferred to USPS
BILLING
Stately is a recurring subscription service. You will be billed and receive packages based on the billing frequency you select when you sign up. We will continue to bill you and send packages based on the plan frequency you select at signup, unless you change your frequency or decide to cancel. You can update your plan type, change your order frequency, or skip your next order by managing your subscription through the Stately Dashboard under Subscription. Please note that by postponing or skipping your next package, you are agreeing to at least one final scheduled renewal.
You must cancel your subscription 7 days prior to your renewal date for it to take effect. Cancelling your account does not stop orders that have already been placed. Please note that there are no refunds for any orders that have already been charged. If you reach out to cancel your account within 7 days of your order being placed your cancellation will go into effect after that final renewal date.
To cancel your subscription with Stately, please reach out to our team via live chat or by emailing [email protected] from the email address you used to register your account with the subject line "CANCELLATION" and include something similar to the following text in the body of the email:"Unfortunately,“Unfortunately, I would like to cancel my subscription with STATELY. Please cancel my subscription and confirm that my account has been canceled.”
Should you ever wish to restart your subscription, you may login to the Stately Dashboard and re-activate your account at any time.
Due to the manner in which promotion codes are processed through our system, we cannot retroactively add a promotion code to your account after payment has been processed but don’t worry! We gotchu! Please reach out to our Member Services Team via email at contact [email protected], via Facebook DM or Instagram DM and provide the missing code, your order number and or your account email address and we’ll send a direct message to your Stylist.
At the moment, we accept Visa, Discover, MasterCard, American Express, Apple Pay, Google Pay & PayPal.
The first cycle’s membership fee is charged right after you press Complete on the Secure Checkout page. The charges will continue to recur based on the billing frequency you selected at sign up until you decide to cancel. Please note that you will be charged before the items are shipped out.
While we don’t offer refunds for subscription orders placed, we’re happy to exchange the items you are unhappy with so long as proper detailed feedback is provided. If you weren’t crazy about a print, let us know. The more details you share about your likes and dislikes, the better our styling team can assist with what you’re trying to achieve through our services.