STACEES

Once your order is placed, you can check the order status at any time in "My Account." You will be able to see the current step of your order. Alternatively, you can use the "Order Tracking" feature: simply enter your order number and email address in the box displayed on the page, and it will show the exact status of your order.

If you have any questions about the status of your order, you may also email us at [email protected] or contact us via LiveChat for further assistance.

To ensure that every order meets your expectations, we always send you a confirmation email to verify the details. You can still make changes to your order within a certain time frame. However, to ensure timely delivery, orders will be processed after 12 hours from the confirmation email, or once no queries have been submitted.

Please understand that once an order is processed, it cannot be easily amended due to scheduling, material sourcing, and tailoring costs.

All our items are made-to-order, including standard-size items. If you wish to cancel an order for any reason, please refer to our cancelation policy below:  Order-Cancellation Policy
If you confirm to cancel the order, please feel free to contact us via LiveChat or email at [email protected] to submit your cancellation request, we are here to help you.

We cannot modify or cancel your order after it has been shipped. Nonetheless, we will be happy to assist you with the return process once you receive your items (within our Return Policy).

Our confirmation emails are automatically sent by our system. If you do not receive a confirmation email within 12 hours of placing your order (even though the payment has been charged to your credit card or PayPal account), please contact us immediately. We will verify your order in our system and resend the confirmation email, which will include your order number and details.
Here are some possible reasons why you may not have received the email:

1. Incorrect Email Address: If the email address entered during registration is incorrect or rarely used, our confirmation email may not reach you. Please ensure that the email address provided is accurate and regularly monitored.

2. Email Filters: Some email systems may mistakenly classify our emails as junk or spam. Before contacting us, please check your junk or spam folder, as there is a significant chance that our email was redirected there.

For Remove/Cancellation:
If you want to remove a item from your order, please ensure the request is within the cancellation policy and kindly contact our customer service team to process, we are willing to help our customer to sort the problem.

For Add a Item:
We absolutely understand sometime it's hard to make a decision, but at this time, our system just isn't advanced enough for us to be able to add items to existing orders. If you want, you can place an new separate order with the product you want.

Make sure there is enough time to place the order in advance
Give yourself enough time to choose and make a decision, make sure the dress style/colour will fit with the theme of the event. We deeply understand it is a big day for you, so please take your time and feel free to contact us to get more help.

Ask each bridesmaid to take a quick measurement
Even though our customer can request to return their order, waiting for the return package be delivered also will spend some time and energy. In order to avoid the dress size don't fit, we deeply hope you can take their measurements to compare with our online size chart to find which size might fit best. If you don't which size should to order, please kindly contact us for more help, we will help you to find which size will fit best.

Remember to purchase the products in same time
Whatever you will place a whole order for all the bridesmaids dresses or the bridesmaids purchase their dress separately by themself. Please make sure the fabric used for these dresses will be same batch.
Because the fabric sometime will out of stock and we need to restock it. Each time the dyeing process will slightly make the colour some little different. If you don’t know which batch will be used to your order, please kindly contact us to get more detail, we will help you to ask the tailor to make them in same batch to avoid the colour different.

For our new customers, after they register, we will provide a $5 discount code in their account. You can find it under 'My Coupons.'

We've also teamed up with Student Beans to offer exclusive discounts to our customers. You can click the link below to check out more details: https://www.stacees.co.uk/student-discount

Please fill in the coupon in coupon code box which displayed in the Checkout page, and then apply it. All the coupon can be used there.

Sorry, each order only can apply one coupon at one time.

The security of the information our customers submit is one of our highest priorities. We are verified by International Bank Validation System and Paypal, supervised under their terms and policy. You will have the most safe shopping experience here.

Most credit cards and debits cards are easily to pay here. we accept credit cards, PayPal, and installment payments etc.
Please refer to: https://www.stacees.co.uk/payment-methods

We have tried the best to make most dresses in reasonable and affordable price. To make every girl will have their flattering styles on their event, we are glad to do a deal on the bulk orders according to the amount and quantity. For more discount details, please kindly contact us by online LiveChat or email: [email protected].

We believe that every customer will enjoy the safe and convenient shopping here, as we provide the most popular payment option, Paypal, Credit Card/Debit Card, installment payments. But unluckily if your payment is declined, don’t worry, we have got you here We have listed a few reasons it may cause failed payment. Please check as below:

1. User's name on the card, card number, valid period, CVV2 and other credit card related information are filled in incorrectly.
You have to correct the wrong information and input it again.

2. The buyer's credit card has been expired.
You have to use another card.

3. The balance in the buyer's credit card is insufficient.
Please contact your bank for replenishment and Renewal funds.

4. The buyer's location is listed as high-risk area by the bank.
Please contact our customer service representative and you can also make payment by PayPal, Western Union and Bank Transfer.

5. The buyer's relevant information is listed as high risk by the risk control system of the payment company, which prevents the transaction and reduces the possibility of card theft.
Because the customer has had chargeback or complaint records recently
Your payment is not authorized, please contact your bank service for more information. It maybe because of the big amount of money. Then you have to go through the verification process.

If you still have any other questions about achieving the payment, please let us know as soon as possible. We are willing to help with that. Thank you for your time and hope we can hear from you soon.

Please don’t worry about this, you can take the order number or the email address you used to place the order to contact us by Online LiveChat or email: [email protected]. We will help you to sort this out.

The Estimated Time of Arrival (ETA) = Tailoring Time + Shipping Time.
At checkout page, you will see an estimated delivery window for your order, which will also be noted in your Order Confirmation email. Additionally, you will find the estimated time of arrival for your area and the estimated tailoring time on the product details page.

In the checkout page, we have provide 2 different shipping methods for our customer.
1.Standard Shipping
2.Expedited Shipping

Please kindly note the estimated transportation time only available for US. The time may show different based on the different country.(Note: The expedited shipping is not available for orders containing Shoes, Bags, Accessories, or Swatches/Fabrics. If your shopping bag has a mix of made-to-order and "Ship in 48HRS" items, or a combination of rush and non-rush items, expedited shipping won't be available at checkout page.)

What is the “Ships in 48HRS” mean?
Our tailor will make your dress and ship it out within 48 hours, but please kindly understand after shipped out the shipping still need time.(Please note for “Ships in 48HRS” products , we don’t provide the expedited shipping as it is already the fastest shipping)

The Stacees team is devoted to each customer and is willing to help as much as possible. If your event is very soon and you still hope to receive the dress, please kindly contact us via LiveChat on our website or by email at [email protected]. Be sure to let us know the date of your event and your order number (or the dress SKU number you are referring to).

Please note that we are only able to deliver to PO Boxes via Standard shipping, NOT Expedited Shipping. Please ensure to enter the actual address to prevent the package from being undeliverable.

At this time, we are unable to ship our products to other countries which are not list. However, if you really do want a Stacees dress, you can purchase one anytime you want and have it shipped to a friend or relative in a country we do ship to, and then ask them ship it to you. Just keep in mind that we have a limited return time.

Your order may have been returned due to an incorrect shipping address or invalid recipient information. You can contact the relevant shipping carrier, such as USPS, DHL, etc, or please reach out to us via LiveChat or by email at [email protected] for further assistance.

If your package shows as delivered but you haven't received it, we are happy to provide helpful tips to help you find the package:

-Check your mailbox, backyard, front doorstep, or garage.
-Check with your neighbors, leasing office, or central receiving area.
-Ask other members of your household, coworkers, or neighbors who may have received the package when you were unavailable.
-Contact the local delivery team to inquire about the package.

If you still can’t locate your package, please contact us via LiveChat or by email at [email protected] for further help.

If you didn’t receive the dress within the time frame stated on the receipt, please contact us via LiveChat or by email at [email protected] for further assistance.

Please note that once your order has been shipped and is in transit, we will not be able to update the shipping address. The package will be sent to the original address you provided.
You can try contacting the courier company to check if they can assist in changing the delivery address.

Most of our items do not incur extra customs duties. However, each country has different regulations for customs fees. We recommend our customers select duty insurance at the checkout page when placing the order.

Usually, we will ship the package via USPS, UPS, Yodel(UK only), DHL, FedEx, etc. The courier company for your order is automatically selected based on your shipping address and cannot be changed.

If you entered the wrong address at checkout, it is important to change your address as soon as possible after placing your order, please contact us via LiveChat and send us the correct address.
(Please kindly note that each time our customer placed the order, our system will automatically send the confirmation email, the confirmation email will include the basic information of the order)

If you change your mind about the order, please submit the return request within 14 days of receiving the order. Note that these are calendar days, so weekends are also considered. Also, This return period refers to the time frame for submitting your request, as long as you submit it within this time, the processing time is not included. Then we will assist you throughout the process until the issue is resolved to your satisfaction.

You can create a return request within 14 days of receiving your order. Please provide the reason for the return along with any relevant photographs for verification.Our service team will reply you as soon as possible. If you do not have account, please "Register" on our website by the E-mail that you used for ordering, and then you can "Create a Ticket". Please follow the picture:

We will arrange the refund upon receiving the dress you return. Generally, you will receive the refund within 2-5 days.

Please kindly contact our customer service department and ask to return your order. Please do not return the package directly to the address on our website or on the package, which are not our return address.

Unfortunately, we currently don't offer an exchange/alteration service for any items. Please return the order and place a new one.
We suggest our customers take the dress to a local tailor to do the alteration instead of returning to us, which might be quicker.
We also offer limited alteration reimbursement for all dresses, you can contact our after sales department by submitting a ticket.

All custom fit orders are tailor-made to your specifications. We can't resell a custom-fit order to another customer. Therefore, we will not accept returns or refunds for custom-fit orders unless there is a quality issue.

Yes, in order to provide support and protection for the bust, the Stacees team will include a built-in bra in each dress, except for the Flower Girl Dresses.

Stacees has its own senior tailoring team, and we can make the dress according to your specific requirements. To ensure the dress is made exactly as described, customers need to provide their requirements in the additional notes section on the dress page. It would be very helpful if you could send us reference pictures via email.

Yes, our customers can submit a custom tailoring request via the following link:
https://www.stacees.co.uk/project-tailor-made
Our tailor will review your request and email you a price quote.

We understand that every dress is important, and getting the right fabric and colour is key to helping you stand out. Please note that the colour may vary slightly due to differences in monitor settings, lighting, and surroundings.
To ensure you are satisfied with the fabric and colour, we recommend ordering fabric swatches from our website. Here is the link:
https://www.stacees.co.uk/list/fabric-swatch

Our dresses arrive folded in their bag, so they may have wrinkles upon arrival. If there is some time before your event, many of the wrinkles will naturally fall out if you hang the dress up.
To prepare the dress for the big day, avoid using an iron, as it may damage the fabric. Steaming is the best way to remove wrinkles.
If you don’t have a steamer, you can take the dress to a dry cleaner for professional steaming. Alternatively, you can try this trick: hang the dress in your bathroom and run a hot bath to help release the wrinkles.

Because our dresses are made with delicate fabrics, we recommend dry cleaning them if you need to have them cleaned. We do not recommend machine washing them.
When dry cleaning, be sure to inform the cleaner to handle beads and other decorations carefully. The dress should be hung up and spot-cleaned, and the entire piece should not be washed in water. After cleaning, it should be dried and steamed.

Different sites may use different sizing standards, so it's best to measure yourself first. We provide a size chart, and there may be differences compared to your regular size, so please check the size chart on the dress page and compare it with your measurements to find the size that will fit you best. If you are unsure about which size to choose, feel free to contact us via LiveChat or by email at [email protected] for further assistance.

All of our dresses are made to order, and we don’t keep stock. Therefore, we need time to make each high-quality dress for you. We hope you can kindly understand this.

As part of the Stacees team, we take pride in ensuring that all of our dresses are true to size. The best way to choose the right size for you is to take your measurements by referring to the pictures below labeled "How to Measure."

We provide different size charts for different types of dresses, so please refer to the size chart on the item page. Additionally, we have customers from the UK, US, and other countries. The size chart will also show UK and US sizes, so please check it carefully.
If you have any questions about fit or need help selecting your size, please don’t hesitate to contact us.

Simply follow the "Forgotten Password" instructions, for security reasons, we cannot send your password via email, you will receive a password reset link by email, follow that link to reset your password. If you do not receive the email, please contact us, we will provide feedback to the technical department.

You can order as a guest. However, having an account makes it easier to track your orders, save frequent addresses, and submit tickets. You can easily create an account in just a minute.

To ensure the security of your account, you are not allowed to change the registered email address. However, you can tell us the email address you would like to use, and we will update it for you and record it for future orders.

We respect every customer's decision. Please contact us via online LiveChat or email: [email protected], and we will help you with the process.

You need to log in with the correct email address that you used to place the order. Once logged in with the same email address, your order should appear in the "My Orders" list. If you still can't find it, please contact us via online LiveChat or email: [email protected]. We will help you resolve the issue.

For Weddings and Formal Events
To ensure that you have enough time for delivery and any necessary adjustments, we recommend placing your order 2 months before the wedding or formal event you plan on attending. This will ensure there is enough time for production, delivery, and alterations, which are often required with formal wear.

This can also help avoid problems caused by potential delays resulting from unforeseeable events, such as natural disasters or carrier issues.

Please be aware that production times may sometimes take longer, especially between January and March. If production times increase after your order has been placed, it won't affect your order. Only new orders will be impacted.

To better provide a good service for our customers, we’ve set separate websites for each area. If you accidentally click in the wrong website, please don't worry about it and follow below steps to change it. For our website, you can simply click on the globe icon in the upper left-hand corner of the page and select the appropriate country.

For mobile phone users, please kindly follow the below pictures to change the language/currency.
First, on the main page, please kindly click on the menu.

Then you will see a list including all the produces we selling, swipe the list, at the bottom of the list you will see the label of the country, language and currency.
Click them you can change it.

Please note that both the shipping and billing addresses used at checkout must be in the same country. For example, if you are ordering from the UK website, both addresses must be based in the UK. If your billing address is in another country, try using your shipping address as your billing address.