CAN I MAKE CHANGES TO MY ORDER?
We are unable to make changes to or cancel an order once it is in progress. These changes include shipping address, product size, or product quantity.
Please note that our in stock item orders CANNOT be cancelled, changed or modified after checkout. You will need to return the items if you do not wish to keep them AFTER receiving your order. Preordered items can be cancelled if you contact us BEFORE receiving the shipping confirmation.
WHAT DOES FREE SHIPPING MEAN?
Shipping (First Class/Priority) is free for all customers in the U.S. when you spend $100 or more! You can also unlock free shipping for 12 hours on our app once you pay $7.99 for shipping.
DO YOU SHIP INTERNATIONALLY?
We currently do not ship international orders to Canada or anywhere else international. Unfortunately, covid restrictions in other countries are causing significant delays and are often blocking shipments at the borders.
DUTIES FOR INTERNATIONAL ORDERS - Stella Rae's is not in control of any country specific tariffs or duties imposed on your order by our respective government. Taxes + duties will likely be charged on the items you order. If taxes + duties are placed on your package by officials, the fee will be your responsibility. If you used a promotional code on your order, you will be changed taxes + duties on the original price of the items. We are legally obligated by Border Agencies to show the original price of items purchased on the shipping label.
HOW LONG AFTER I PLACE AN ORDER WILL IT BE SHIPPED?
All orders placed Monday through Friday will be packaged and shipped within 3 - 10 business days of the order. Our warehouse is closed on Saturday and Sunday. It typically takes 3-5 business days to receive your order once you receive the shipment and tracking information.
WHAT CAN CAUSE MY ORDER TO BE DELAYED?
During large sales and promotional events ($20 Tuesday or discounted sales), shipping time can be delayed. We have most likely received a large number of orders and it may take us a little longer to get your order shipped to you. Your patience is greatly appreciated and we will do everything possible to process and ship your order as soon as possible.
Your item may be out of stock or being shipped to us from another location. We will contact you if we are unable to restock an out of stock item.
ONLINE ORDER DELAYS - ORDER FULFILLMENT SHIPPING MAY TAKE LONGER THAN USUAL
orders are taking a little longer to process and some packages may be delayed. Please know that our team is working as quickly–and safely–as possible to fulfill orders. Once you place your order, you can expect your package to ship within 10 business days. Thanks for understanding.
WHAT IF I NEED MY ORDER SHIPPED FASTER?
Just let us know! We can provide overnight shipping and invoice you for the additional shipping cost for an overnight delivery to your address.
WHAT IF I PUT THE WRONG SHIPPING ADDRESS ON MY ORDER?
Please contact us immediately if your order has not been shipped yet. If your order is in transit to you, contact the post office. If the package is returned to us, you will be required to pay a second shipping fee to have it mailed to you again. We will also require a new address.
STELLA RAE'S IS NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES If your package arrives damaged, you must contact our Customer Care team within 24 hours of receiving your order.
HOW DO I USE A PROMOTIONAL CODE?
Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order and we DO NOT price match any past or future promotions.
On the app, you put the discount code in the COUPON space.
DO I GET ANY CONFIRMATION MY ORDER WENT THROUGH?
Anytime you place an order you will receive 2 emails. The first will be a confirmation email containing your order number. The second email contains your tracking number and is sent once your item has been marked as shipped! Please note that it can take up to 24-48 hours for your tracking number to be activated!
HOW DO I MAKE A RETURN?
In order to return properly, please refer to our Return Policy online to make sure your return meets the criteria or visit www.stellaraes.com/pages/make-a-return for steps to return an item. Returns cannot be processed on the app. You have to use web browser.
CAN I EXCHANGE MY ITEM?
We cannot provide exchanges or holds due to limited inventory. If an exchange is needed we encourage the customer to place a new order for the item(s) needed and return the other item(s).
WHY IS EVERYTHING I WANT OUT OF STOCK?
We have the most amazing customers! Sometimes we just aren't prepared for the amount of admiration our customers have towards our clothes, and things sell out ridiculously fast! We are still working out the kinks as far as quantity goes! We appreciate everyone's patience, and will continue to try and grow gracefully with our customers. We share tips and tricks on how to snag what you want on our social media pages regularly.
HOW WILL I KNOW WHEN AN ITEM IS RESTOCKED?
You can sign up on the item's page to join the waitlist to be notified once the item is restocked. Our Instagram will also be updated with restocks, pre-orders, sales, and contests! Liking or following the Stella Rae's page is the best way to stay up-to-date on what's going on at Stella Rae's! We also have a newsletter than you can sign up for at the bottom of our website. Just scroll down!
I CANNOT FIND THE ANSWERS TO MY QUESTIONS, HOW DO I REACH CUSTOMER SERVICE?
You can email us at email@example.com.
We are proud to offer a variety of amazing styles from different designers, but it also means that sizing varies from piece to piece. We put together this general sizing chart of what we consider each size to be in the hopes that it will assist you on your shopping journey.
If you still need more information, don't fret! We can help you with that! Just shoot us an email or drop us a line... we will be happy to help in any way that we can!