Stella Carakasi Common Questions

How do I start a return?

 

Read and agree: By submitting a return, you affirm that you have read and agree to our return policies. Review return policy here.

*Please note that the return options and return policy varies for USA and International orders.

 

Stella Carakasi Return Options for USA Orders  >

 

You can start a return by clicking here and selecting one of the following options, refund, exchange, or store credit.

1. STORE CREDIT: Select this option for store credit for the value of your return item in the form of a digital gift card and we’ll send you a free pre-paid return shipping label.
 
2. EXCHANGE: Select this option for an exchange of your item(s). Please let us know what item name/color/size you would like to exchange for in the notes of the return form. We'll send you a free pre-paid return shipping label.
 
3. FULL REFUND: Select this option to get a full refund on your merchandise. You are responsible for the return postage. We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for lost or damaged packages.
 
4. REFUND MINUS SHIPPING: We’ll send you a pre-paid shipping label for a flat rate of $12.95 and deduct that amount from your refund.

 

Need to start a return?  

Stella Carakasi Return Options for International Orders  >

 

You can start a return by clicking here and selecting one of the following options, refund or store credit.

  1. STORE CREDIT: Select this option for store credit for the value of your return item in the form of a digital gift card. (Any import duties, customs fees, or VAT will not be included in the store credit value.)
  2. FULL REFUND: Select this option to get a full refund on the value of your merchandise. You are responsible for the return postage. We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for lost or damaged packages. (Any import duties, customs fees, or VAT will not be refunded for returned items.)
 

Please note:

  • We do not offer exchanges on international orders.
  • We do not provide prepaid return labels for any return coming from outside of the US. Exchange rates are locked in for 30 days after purchase.

 

Need to start a return?  

Collective Collections Return Options for USA Orders  >

1. How do I request a return for an item from the Collective Collection?

  • Send us a return request by emailing us at: service@stellacarakasi.com

  • Ensure that the return request includes your name, order number, item name, size, and color and why you are returning the item (eg. style was it too big, too small, or style not as expected).

  • Do you want a refund or exchange?

  • We will email you your return authorization and shipping label. (Please note: All Collective Collection items will need to be shipped back to their respective featured brands. Do not return them to Stella Carakasi!

 

2. I tried to fill out your return form and it won’t allow me to request a return for a Collective Collection item.

  • Since the Collective Collection items are shipped and returned to the respective featured brands, the Stella Carakasi return form will not work on those items.

  • Please email us with a return request at: service@stellacarakasi.com and we will fill out the return form for you.

 

3. I have an order that I need to return but some items are from Stella Carakasi and others are from the Collective Collection. How do I return this order?

  • Two separate returns will need to be made since the Stella Carakasi items ship from our warehouse and the Collective Collection items ship from the respective featured brands.

  • You can fill out the Stella Carakasi return form here: https://www.stellacarakasi.com/pages/return-form or you can email us and we can help you fill out the form for you.

  • For the Collective Collection items you will need to email us at: service@stellacarakasi.com so we can fill out the return form for you.

 

 

Stella Carakasi Checkout Questions

What is SavedBy Package Protection and why was it added to my cart? How can I remove it from my cart?

How do I get my first order 10% discount?

 

  • When you signed up to be a Stella Carakasi VIP you were sent a welcome email with the discount code inside to be applied at checkout. The first order discount is not an automatic discount.

 

How do promotional codes work?

 

  • Only 1 promotional code or discount can be used per transaction.
  • Discounted merchandise using a discount code with the condition "*only eligible for EXCHANGE or STORE CREDIT" can only be returned for exchange or store credit only, no refunds.

 

Where do I put discount/gift card codes?

Mobile checkout:

The discount/gift card code box is on the Customer Information page during the checkout process. They are under the order summary so if you are on the mobile website you will need to click the tab at the top of the page that says "Show order summary" and you will see the discount/gift card code box there.

Desktop Checkout:

The discount/gift card code box is on the Customer Information page during the checkout process. They are under the order summary.

I got an email about my Stella Carakasi VIP Rewards Points.  How do I retrieve these points? 

 

  • You can join our Stella Carakasi VIP Rewards program by creating a your password here.

 

How do I redeem Stella Carakasi VIP Rewards Points for discounts?

 

  • The way you can redeem points is to login to your account.  

    • You can login to view your points on launcher that is a button that says SC Rewards on the lower left of the website.  
    • When you sign in it will open the Order History Page and show a record of all your orders.  
    • Click on the launcher that is a button that says SC Rewards on the lower left of the website again.
    • The launcher will show how many points you have then scroll down in that launcher window and click on the "Ways to redeem"
    • Click view on the reward you want to redeem.
    • There is an option at the bottom "Order discount 100 Style Rewards = $5" click the view button. There is a slider that you can redeem all your points (in 100 point increments).
    • Then click on "Redeem" button and copy the code.  
    • You can also click apply code and it will automatically be entered to your cart.  
    • If you need to manually put the discount code in you can enter discount codes or gift card codes on the Customer Information page during the check out process. They are under the order summary so if you are on the mobile website you will need to click the tab that says "Show order summary" and you will see the discount code box there.

 

What about gift cards?

 

  • Discounts cannot be applied when purchasing a Gift Card
  • Gift Cards are not redeemable for cash
  • Gift Cards do not expire

 

Why did my order require a signature to be delivered?

 

  • Any order over $500 will require a signature at delivery.

 

Do you ship Internationally?

 

  • .We currently only ship within the U.S. & Canada.
  • All Duties and Taxes are paid at the point of purchase.
  • We ship our International orders with DHL Express.
  • Delivery times can vary based on location or weather. Estimated delivery window is 8 to 12 business days.
  • If you need to return your item. Please review our return policy for international orders here.

 

Return Questions

There are three options for returning an item, exchange, credit, or refund, what does credit mean?

 

  • Selecting credit means you will be getting store credit for the value of your return in the form of a digital gift card that does not expire.

 

I returned my order, why hasn't it been processed?

 

  • We must receive the return before we can process them for refund, store credit, or exchange. Please note that return shipping times may differ throughout the year due to holidays, weather, etc. Feel free to reach out to us at service@stellacarakasi.com if you would like us to help track where your return is in the return process.

 

How long does it take to refund my card?

 

  • Please allow 3-4 weeks from the date the item is received by our receiving department for your account to be credited. Depending on your bank, it may take up to 1-2 billing cycles for the credit to appear on your statement.

 

I returned a discounted item and selected a refund, why did I get store credit?

 

  • Sale and discounted merchandise that had a promotional condition of "only eligible for EXCHANGE or STORE CREDIT" are eligible for store credit or exchange only.

 

Why was my refund less than what I paid?

 

  • If you requested a pre-paid return shipping label, the cost of the label was $12.95 and was deducted from your refund.

 

I paid for standard/expedited shipping.  If I return my order do I get a refund of the cost of the shipping?

 

  • Unfortunately, no. Returned orders only refunded the value of the merchandise.

 

I want to exchange for a different item that is more expensive.  What do I do?

 

  • Please let us know what item, color, and size you want to exchange for. We will create a custom order for the new item, discount the value of the original order, and send you an invoice for the balance. Please note we will not send out this type of exchange order until the balance is paid for.

 

Collective Collection

What is the Collective Collection?

 

  • The Collective Collection is curated collaboration of beautiful styles from brands we love.
    This allows us to offer you more designs while supporting the creativity and resilience of independent, sustainable and smaller brands in today’s challenging economy.

    Please note:
    - Sizing may differ from Stella Carakasi fit, so be sure to check brand’s specific size guide.
    - Styles from the Collective Collection ship directly from the respective brand.
    - Please review the shipping and return policies for our Collective Collection styles.

 

A Collective Collection item was lost in transit, what do I do?

 

  • Please let us know by emailing us the order number and item name at: service@stellacarakasi.com . We will reach out to the respective featured brands on your behalf.

 

Can I use Stella Carakasi discount codes on the Collective Collection?

 

  • Unfortunately, Stella Carakasi discount codes only work for Stella Carakasi styles. They do not work on the Collective Collection.

 

Can I use Stella Carakasi gift cards on the Collective Collection?

 

  • Unfortunately, the Stella Carakasi gift cards only work for Stella Carakasi styles. They do not work on the Collective Collection.

Customer Service or Style Questions?

If you have any other questions or concerns, feel free to email us at: service@stellacarakasi.com

Phone: 510-559-1692