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!
I Just Became A Member, How Do I Manage My Stately Account?
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, manage your subscription, 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 firstname.lastname@example.org.
How Do I Access My Stately Account?
If you’ve already signed up for Stately, you can access your account by clicking “My Account” at the top of this page and signing in. If you don’t recall your password, simply hit the “Forgot your password” link to receive an email to reset your password and gain access to your account.
I Only Want To Purchase One Package, What Can I Do?
Stately offers a recurring subscription service based on the plan frequency you select at sign up. Therefore, we don’t have a system in place to purchase only one package. If you’d like to only receive one package, email us a cancellation request at email@example.com within 7 days of receiving your first package and we’ll start the cancellation process!
Can I Pick The Items In My Package?
Our personal stylists are passionate about keeping our members looking good. We take pride in hand picking your package 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 firstname.lastname@example.org. Your stylist will make every best effort to accommodate any special requests you may have.
Can I Make Special Requests?
Absolutely! If there is something that you really want to see in your next package, feel free to visit your Additional Style Preferences and update the section at the bottom with any special requests for future packages or provide feedback from prior packages. While we cannot guarantee that we will be able to fulfill all special requests, we can assure you that your stylist will make every best effort to get you what you are looking for or provide a similar style.
Can I Change My Style Profile?
We know our members are always looking for ways to diversify their style and mix up their looks. All you have to do is login to your Stately Dashboard and update your Style Profile and Additional Style Preferences.
How Do I Know I’m Getting A Good Value?
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!
When Will I Receive My Package?
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.
Can I Track My Package?
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!
Do You Ship Internationally?
Currently, Stately only offers its service in the United States of America! Send us an email at email@example.com 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.
Do You Ship To APO / FPO /P.O. Box Addresses?
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.
Can I Update My Shipping Address When Needed?
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 make any attempt of 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 firstname.lastname@example.org.
How Does Billing Work? Can I Upgrade/Downgrade My Subscription Plan Or Change My Package Frequency?
Stately is a recurring subscription service. You will be billed and receive packages based on the billing frequency you select when you sign up. You may choose to receive packages monthly or every two months (bi-monthly). 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. Please note that by postponing or skipping your next package, you are agreeing to at least one final scheduled renewal.
How Do I Cancel?
To cancel your subscription with Stately, simply email email@example.com from the email address you signed up with to get the process started. You have 7 days from the date you receive your package to cancel your subscription. If you have requested an exchange and your exchange is being processed, you must still let us know if you’d like to cancel within 7 days from receiving the underlying package for the order (not after receiving an exchange). The reason we are not able to cancel your subscription at any time up to your next renewal date is because 7 days after you receive your package, your stylist begins purchasing clothes for your next package. Please note, we only accept cancellation requests via email from the email address associated with your account. We cannot accept cancellation requests via text message, through social media, or live chat for account security purposes.
Please be sure to get the confirmation of any account changes from our team. Should you ever wish to restart your subscription, you may login to the Stately Dashboard and re-activate your account at any time.
I Forgot To Add My Promotion Code, What Can I Do?
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. Please feel free to contact firstname.lastname@example.org for further assistance.
How Can I Pay?
At the moment, we accept Visa, Discover, MasterCard, and American Express.
When Am I Charged?
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.
Can I Get A Refund?
While we are unable to refund any orders that are placed, we are happy to exchange your order (see Exchanges below) . If you experience any issues with your order, please contact us at email@example.com and someone from our Member Services Team will assist you!
What Can I Expect?
If you receive something that doesn't quite work for you, please feel free to create an Exchange Request through your Stately dashboard. All exchange requests need to be made within 5 days of receiving your package. Items for the approved exchange request must be for that particular order number only. Please do not include any unapproved items. Any items from prior orders not previously approved that are included with your new exchange request, will be shipped back to you and will not be replaced. Additional shipping fees may apply and you will be notified of the added charges. While your stylist will do their best to exchange the item(s) you return with the same item(s) in a better fit, we are not able to guarantee an even exchange (replacement of the exact item) due to our ever changing wardrobe options. If an even exchange is unavailable, rest assured that your stylist will do their best to include a replacement item that is comparable to what was originally sent.
Can I Exchange An Item That Doesn’t Fit?
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 review your feedback and handpick a replacement item(s) of similar value and style of the item(s) being returned. Please note that we cannot promise certain items or an even exchange due to our ever changing wardrobe options. Please keep in mind that all brands vary in fits. Over time, your stylist will get a better understanding of how different brands fit you. 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 3XL+ tops, pant inseams that are shorter than 30”, or shoes that are wide or above size 13. If after receiving your replacement item(s) you would like to exchange it again for another item, you will be responsible for any return shipping expenses. If this is the case, please email us at firstname.lastname@example.org to start the exchange process for your second exchange. We will give you proper instructions in the email on how to get your item(s) exchanged! Also, please do not ship packages back without having contacted us first, as we are unable to refund your shipping charges back to you.
Can I Exchange An Item That I Don’t Like?
Sure! We definitely do not want our members to receive clothing they don’t like and would be happy to replace the item(s)s disliked with options you might enjoy more! You have 5 days from the day 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 and to 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!
Am I Able to Request a 2nd Exchange?
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) by emailing email@example.com with the subject line Second Exchange. Please keep in mind that while Stately is happy to cover the cost of shipping for the first exchange request, we do require second exchange shipping costs to be covered by the member. 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.
In What Cases May an Exchange Request be Rejected?
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 items that have been worn or washed, or that were damaged after it was worn. If returned, we will have to send the items back to you.
HAVE MORE QUESTIONS?
We’ve got answers. Stately Member Services at your service. Just email firstname.lastname@example.org with any additional questions, and we’ll be glad to help you or answer any additional questions you may have.