Stacees Return Policy Explained: Refund and Exchange Rules
Shopping for formalwear online can be stressful. When preparing for a wedding, prom, or gala, you need your dress to fit flawlessly. If it doesn't, navigating the return process quickly becomes your top priority. Because Stacees specializes in made-to-order gowns and bridesmaid dresses, understanding the Stacees return policy before you buy is absolutely critical.
Unlike standard clothing stores, Stacees operates entirely online and creates many garments on demand. While they do accept returns, their guidelines are extremely strict, featuring a short return window and some hidden financial traps-like expensive international shipping costs-that catch many shoppers by surprise.
This comprehensive 2026 guide covers everything you need to know about standard versus custom-sized garments, how to get your money back, and step-by-step instructions for getting your return approved. Note that information is based on the latest available policy and may change over time (verified 2026).
Overview of the Stacees Return Policy
If you only read one thing before starting your return, read this warning. Many buyers assume returning a dress will be as easy as dropping it off at the post office with a prepaid label. With Stacees, this is not the case.
⚠️ CRITICAL WARNING FOR SHOPPERS: Stacees is an international retailer with manufacturing and return facilities based overseas (primarily in China). While they accept returns on standard-size items, they do not provide prepaid return labels. You must pay for the return shipping yourself. Shipping a bulky formal gown back to their international warehouse can cost between $30 and $80 USD, which may exceed 50% of the dress's total value.
To make things easy, here is a quick look at the rules for different types of items.
Stacees Return Policy Overview
| Topic | Details |
|---|---|
| Return Window | 14 days from the official delivery date |
| Eligible Items | Standard sizes only. Must be unworn, unwashed, and have original tags attached |
| Return Methods | Mail-in only to an international warehouse (requires an RMA approval first) |
| Refund Methods | Original payment method only |
| Non-Returnable Items | Custom sizes, custom colors, clearance items, and opened accessories |
| Fees | Customer pays all return shipping costs. Original shipping is not refunded |
Return Window & Eligibility Requirements
Stacees enforces very strict timelines and condition rules for all returned items.
The 14-Day Rule
You have exactly 14 calendar days from the day your package is marked "delivered" by the carrier to contact customer support and start a return. The clock starts ticking the moment the box arrives at your door, not the day you open it.
Online Purchases Only
Because Stacees operates as an online-only retailer, there is no option for an in-store return. Every single return must be processed digitally and mailed back overseas.
Conditions for Accepted Returns
To ensure your online return is approved, the item must be in pristine condition. If an item fails inspection at the warehouse, you will not receive a refund, and the item will not be mailed back to you.
Your dress must be:
- Completely unworn, unwashed, unaltered, and undamaged.
- Free of all lint, hair (human or pet), and makeup stains.
- Free of all odors, including perfume, smoke, or body odor.
- Complete with all original hangtags and labels securely attached.
Standard-size dresses qualify for returns. However, if you ordered a dress with "Custom Sizing," it belongs on the non-returnable items list unless it arrived damaged.
How to Return Items to Stacees
Because there are no physical stores, you cannot complete an automated return on the website. Instead, you must manually request permission to mail your items back. Here is the exact process.
Step-by-Step Mail-In Return Process
-
Email Customer Support: Within 14 days of delivery, send an email to
service@stacees.com. Include your original order number, the specific item you want to return, and the reason. Attach clear, high-quality photos showing the front, back, and tags of the dress. - Wait for RMA Approval: Wait up to 48 hours for the support team to reply. If approved, they will issue a Return Merchandise Authorization (RMA) form and give you the correct international return address.
- Pack Your Items Securely: Place the dress carefully back into its original packaging to avoid damage during transit. Print and include the RMA form inside the package.
- Purchase International Shipping: Take the box to a local carrier (like USPS, FedEx, DHL, or UPS). You must pay for tracked international shipping.
- Submit Your Tracking Number: Do not skip this step. Once you mail the package, immediately email the tracking number and carrier name back to Stacees. Without a tracking number, they cannot process your refund.
💡 Pro-Tip: The Customer Support Negotiation Toolkit
Because return shipping to China is expensive, Stacees support will often try to discourage you from returning the dress. They may offer you a "micro-refund" (usually 10% to 30% of the dress price) if you agree to keep it.
If you do not want to keep the dress, use this copy-paste script to firmly request your return:
"Hi Stacees Support Team, thank you for your offer to keep the dress for a partial refund. However, because the item does not fit / does not meet my expectations, I would like to proceed with a full refund. Please provide the Return Merchandise Authorization (RMA) and the correct international return address as outlined in your return policy so I can mail the item back. Thank you."
Refunds & Processing Time
If you follow the rules and your dress passes inspection, getting your money back is fairly straightforward, though it takes a little patience.
Refund Methods
Stacees will only issue a refund to your original refund method. This means the money will go directly back to the credit card, debit card, or PayPal account you used to make the purchase. Stacees does not refund original shipping fees, rush order fees, or custom duties.
Refund Timeline
The total processing time for a refund depends on shipping and banking delays:
- Warehouse Inspection: It takes 3 to 5 business days for the team to inspect your dress once it arrives at their overseas facility.
- Bank Processing: Once approved by Stacees, it typically takes 7 to 15 business days for the credit to officially appear on your bank statement.
Exchange Policy
Stacees does not offer a direct exchange policy. Because their dresses are made-to-order, they cannot simply swap a size 4 for a size 6 in the same box.
If you need a different size or color, you must complete the standard return process to get a refund for your first dress. Then, you will need to place a brand-new order on the website for the correct item. Keep in mind that you will have to wait for the standard production and shipping times all over again.
If you are exploring other formalwear brands with different exchange options, you might want to compare the Azazie Return Policy Guide or the Kissprom Return Policy.
Non-returnable or Restricted Items
There are several categories of items that Stacees strictly classifies as final sale. You cannot return or exchange:
- Custom-Sized Dresses: Any garment tailored to your specific personal measurements.
- Custom Colors or Designs: Standard styles that you requested in a custom colorway or with structural alterations.
- Clearance Items: Any merchandise purchased during a flash sale or from the clearance section.
- Personal & Hygiene Products: Lingerie, shapewear, petticoats, jewelry, and hair accessories (if the original packaging has been opened).
- Fabric Swatches: Individual color swatches or fabric booklets.
Custom dresses are excluded because they are cut specifically for your unique body proportions and cannot be resold to anyone else.
Fees, Deductions & Exceptions
The biggest financial surprise for shoppers is the cost of shipping. Stacees does not charge a flat restocking fee for items returned in perfect condition. However, you will lose money on the return process in a few ways:
- Return Shipping Costs: You must pay 100% of the postage to mail the item to Asia.
- Non-Refundable Extras: You will not get back what you originally paid Stacees to ship the dress to you.
Exceptions for Company Errors: The only time Stacees will cover your return shipping costs is if they made a clear mistake. If they mailed you the completely wrong size, the wrong color, or a physically damaged dress, they will reimburse you. You must provide clear photo evidence (such as a measuring tape held against the dress) to prove the error.
Holiday & Extended Return Policies
Many popular retailers offer extended return windows during the winter months, giving shoppers until late January to send back gifts. Stacees does not.
There is no special holiday return policy for Thanksgiving, Black Friday, Christmas, or New Year's. The strict 14-day window remains fully enforced 365 days a year.
Customer Support & Contact Information
Because all returns require prior approval, reaching out to the support team quickly is essential.
-
Primary Email:
service@stacees.com(This is the best method for starting a return request). - Live Chat: Available directly on the Stacees website homepage.
- Operating Hours: Customer service operates during standard business hours in the GMT+8 time zone (China Standard Time). Because of the time difference, Western customers should expect a 24 to 48-hour delay in email responses.
Frequently Asked Questions (FAQ)
Does Stacees offer free returns?
No, Stacees does not offer free returns. Customers are fully responsible for covering all return shipping fees to the international warehouse, which can be quite expensive.
Can I return items to Stacees without a receipt?
Because Stacees operates entirely online, no-receipt returns are not possible in the traditional sense. You must provide your original order number and the email address you used at checkout so customer service can locate your digital order history.
Can you return custom-size dresses to Stacees?
No, Stacees does not accept returns or exchanges on custom-sized or custom-colored dresses. Because the dress was made specifically to your measurements, it is a final sale. The only exception is if the dress arrives with a manufacturing defect.
What should I do if my custom dress doesn't fit?
If your custom dress measurements differ from what you ordered by more than one inch, Stacees may offer to cover local tailoring costs. You will need to email them photos of the dress being measured with a tape measure, along with a receipt from a local tailor.
How long does a refund from Stacees take?
Once you mail the package, it must travel internationally. After the warehouse receives it, inspection takes 3 to 5 business days. Once approved, it takes another 7 to 15 business days for the funds to reflect on your credit card or PayPal account.
Can I return opened accessories?
No. Accessories like hairpieces, veils, and wraps must remain in their original, sealed, unopened packaging to be eligible for a return.
Where is the Stacees return address located?
Stacees manufactures and processes returns overseas, primarily in China. You will receive the exact warehouse address via email once your Return Merchandise Authorization (RMA) is approved.
What items are non-returnable at Stacees?
Final sale items include custom-sized dresses, custom colors, clearance merchandise, fabric swatches, and personal hygiene items like shapewear or opened jewelry.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Stacees website before making a purchase. Information verified April 2026.
Found this helpful? Bookmark this page for the latest Stacees return policy updates and check our other formalwear guides-like the Bridelulu Return Policy-before your next big purchase!
