Refund policy
BECAUSE MOST ITEMS THAT WE SELL ARE CUSTOMIZED, VERY FEW ARE ACTUALLY RETURNABLE. Please be aware of non-returnable information on our product pages. If the item is one that can be returned, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at stacystewartsmith1@gmail.com. Please note that returns will need to be sent to the following address: Stacy Stewart Smith Enterprises, Inc., 762 Riverside Drive, 3B, New York, NY 10031.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at stacystewartsmith1@gmail.com.
Insurance, Damages and Issues
Please be aware of non-returnable information on our product pages. If the item is one that can be returned, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at stacystewartsmith1@gmail.com. Please note that returns will need to be sent to the following address: Stacy Stewart Smith Enterprises, Inc., 762 Riverside Drive, 3B, New York, NY 10031.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at stacystewartsmith1@gmail.com.
Insurance, Damages and Issues
We support purchasing insurance at checkout to avoid issues with stolen merchandise and damage. Even in cases where we offer free shipping, customers should add shipping insurance to avoid losses.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Please note that because our clothing is made by hand rather than manufactured, some construction features may differ. For example, there could be the perception that stitches spaced differently are a mistake. However, the craft and handwork of the technicians who construct our products are part of their inherent features and not grounds for a return or exchange.
Couture is Handmade
Couture is, by its very nature, a handmade art form. Hand stitching is a human craft — not a mechanized process — and as such, slight irregularities are an inherent and celebrated characteristic of any truly bespoke garment. These nuances are not defects; they are the hallmark of work made by hand, for you alone.
We are deeply committed to the satisfaction of our clients and exercise thoughtful discretion in how our handmade pieces are constructed. To ensure complete transparency and confidence throughout the process, we keep you informed at every major stage of production — via email, Webex video conferencing, post, and in rare cases, in person — from the first fitting through the final. There will be no surprises. Any reasonable concern that arises will be addressed; however, clients should anticipate and embrace the slight irregularities that are intrinsic to a garment personalized and fitted exclusively for them.
Preorder Instructions
If your measurements fall outside our standard sizing, Stacy Stewart Smith couture is available as a custom preorder. Production time is 15 to 30 days from receipt and payment clearance, following the approval of all customization requests and the finalization of all measurements. Additional time may be required for certain requests.
Step 1 — Reserve Your Place on Our Production Calendar: Select Preorder in your chosen color from the purchase menu — this is the option listed without a size. Add your chosen couture item to your cart and proceed to checkout to secure your position on our production calendar. Please note: a $35 surcharge applies to all custom-size preorders.
Step 2 — Complete Your Preorder: Add the Preorder Measurement and Service Fee form (available on the Collection pages) to your cart. This form captures your sizing and customization details so that your chosen style may be crafted precisely to your specifications. A $5 service fee applies.
Step 3 — Protect Your Order: For added peace of mind, we recommend adding shipping insurance to your cart before completing your purchase.
Upon payment confirmation, you will receive an email containing a link to your measurement form. Please complete it as directed and reach out with any questions.
All initial fittings for custom-sized orders are conducted via video conferencing to ensure precision and eliminate fit concerns from the outset. Following receipt of your measurements, we will mail you a muslin fitting garment and arrange an online fitting appointment — in some cases, two sessions may be scheduled — to resolve all fit considerations before production begins.
Please note: should your measurements change after the initial consultation and fitting, we will make every effort to accommodate the necessary alterations. Depending on the scope of work required, an additional fee may apply. It is always our aim to support and retain our couture clients.
Couture Polite Refusal
Custom couture construction differs fundamentally from mass manufacturing in its methods, materials, and structural requirements. As such, Stacy Stewart Smith Enterprises reserves the right to decline an order if, upon professional review of the client's initial measurements, our atelier determines that the requested garment cannot be constructed to our standard of fit, finish, or structural integrity for that client's specific proportions.
Should this occur, we will contact the client promptly — prior to any garment construction — to present thoughtfully considered alternatives suited to their measurements, or to issue a full refund at their preference.
Our commitment is always to the client's best outcome, and any such decision is made with care, discretion, and respect.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), preorders, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We cannot accept returns on downloadable art, sale items, or gift cards.
Atelier Académics — Masterclasses & Instructional Content
All Atelier Académics masterclass sessions, instructional recordings, digital downloads, and course materials are final sale. No refunds or exchanges will be issued once access has been granted or content has been delivered, regardless of whether the material has been viewed in full.
Ready-to-Wear — Restocking Fee
A 30% restocking fee applies to all approved ready-to-wear returns.
Intellectual Property & Fraudulent Returns
We reserve the right to decline return requests that appear to involve unauthorized reproduction of designs, intellectual property misappropriation, or fraudulent purchasing behavior.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union — Right of Withdrawal
Under EU Consumer Rights Directive 2011/83/EU, customers in the European Union have the right to withdraw from a purchase within 14 days of delivery without giving a reason, and receive a full refund.
Exception for Made-to-Order and Custom Goods: The 14-day right of withdrawal does not apply to goods made to the customer's specifications or clearly personalized. This includes all couture, made-to-order, bespoke, and custom garments offered by Stacy Stewart Smith Enterprises, Inc. and all of its labels. By placing an order for such items, EU customers acknowledge and agree that the right of withdrawal is waived.
For eligible returns, EU customers are responsible for return shipping costs. Refunds will be processed within 10 business days of receiving the returned item in its original condition.
Refunds
We will notify you once we've received and inspected your return, and confirm whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at stacystewartsmith1@gmail.com.