Stelly Questions & Answers
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I purchased the 5 surprise dresses for $85. Can honestly say it was the biggest disappointment. Am I able to return them?
HI Gloria, thank you for your message. Unfortunately, we do not accept returns on secret deal packs as they are final sales. We have listed this condition in our production description. We sincerely apologise for the inconvenience. Thank you
I purchased an item through afterpay last night and they took the money but I didn't get a confirmation email from Stelly and on my online account it says I have no orders. Will this update? I've emailed and messaged via Facebook and haven't heard anything back.
Hi Sophie, your order was shipped out to you yesterday via express post. Australia Post has sent you the tracking number. Please email our customer service via [email protected] if you have not received the tracking number. Thank you.
The two dresses I ordered were absolutely beautiful however they did not fit me and are not right for the event I need them for. I tried to return them online but am still waiting for confirmation that I can return them. How long will it take?
Thank you for your message.Could you please contact our returns team via [email protected] in relation to your order? Thank you
how long does the shipping take?
I placed my order on the 12th of july and received my item on the 15th.
Hi Joyce,
Please see here: https://stelly.com.au/content/18-shipping
For any further questions, please contact [email protected]
Hi Stelly team,
I am getting married this summer (in Europe) and I really like the Lady in Lace White Dress.
Could you please advise me if this would be a good purchase - since I would wear it as a bridal gown (it's important ofcourse that I don't get something totally different than what is shown). Is this dress good enough to be a bridal dress (at a seaside wedding)?
My measurements are: Bust - 88cm, Weist - 72cm and Hips - 93cm. I am 163cm tall and weigh 56kg. Would a size 8 fit me? Or better 10?
Thank you in advance for your help and time...and your honesty!
Kind regards,
Vene
Hi Vesna,
Thank you so much for contacting our team and congratulations on the wedding!
As the Lady in Lace dress in white is a pre-order, I don't currently have a sample of it in the office. My production team assisted on the shoot and have seen and worked with the dress and believe the scallop eyelash hem is extremely stricking and the is a slight lace trail as well which would be beautiful as a wedding dress. We believe this is of high quality and would be a beautiful dress for you European relaxed seaside wedding :)
We have found with this style in black that the sizing varies from dress to dress slightly. Once we receive the dress into our warehouse we would be more than happy to use your measurements provided to measure your particular dress.
We hope this information helps!
Thank you
Thank you :)))
hello I have ordered a few items of the Stelly website and on the tracking website and it says that "delivery was attempted" but the package is no where to be found. I went to the post office and they don't have it either, nor does the mail man. I have emailed [email protected] but no one has responded. I would really like to know, where my package is? this is ridiculous
Hi Lily,
We hope you are well.
Please note that you contacted us on a Sunday and our office was not back open until this morning. We have replied to you this morning to your email address.
Thank you
I would be doing better if I had my clothes that I ordered. I have been to the post office, I have asked the mail man but my clothes are no where to be found
Hi Lily,
We hope that you are well.
Wer are following up with you to see whether this was resolved with you and if there is anything we can do for you.
Thank you
Stelly Team x
hey, if I was to purchase an item and order it right now (Wednesday @10:22pm) approximately how long would my order take to be delivered? would it be here by Monday? I live around 2 hours away from Sydney:)
Hey :) I ordered a dress on a Saturday and it was at my door by Wednesday. It wouldn’t have been processed till Monday morning so 2-3 days roughly XX
Hi Elizah,
Thanks for your question!
If you place an order before 3pm (Monday-Friday), our team can ship it out the same day for you, and from there it is usually 1-3 business days for delivery within Australia.
If you are in a metro area, it should be approximately 1-2 business days for delivery
Please let us know if you have any other questions!
Stelly Team xoxo
I have sent an email on the 9/10/18 and tried to ring but no answer rings out .......so I will try through this. My daughter ordered a dress ‘here comes the sun dress in white(52491B) and the hook and eye clip on the back of the dress is rusted and the dress is marked around it and on a white dress not good.
Also the zip is very hard to do up, not a smooth motion.
can you advise me how to return dress for exchange or refund?
Order no. 51796697 on 13/9/18
Regards
Kerryn Thorpe
Hi Kerryn,
We are so sorry to hear you did not receive a response to your email!
Could you please send us an email at [email protected] and [email protected] and we can have a look into this for you?
Thank you!
I wouldn’t expect a resolution Karen
These people are mean rip single mothers off money and never send items. And apparently can sleep at night go figure !
Hi I have just checked my bank account and I have been charged twice for a dress I am waiting for?My order number is 218668 can you please let me know asap what has happened here?
Hi Dee,
Thanks for your question.
Please be assured our accounts team have been notified and will process a refund for you.
Occasionally if the 'Pay Now' button is pressed twice the transaction can go through twice.
Your order has been shipped as usual.
If you have any further questions or issues please let us know at [email protected]
Stelly Customer Care
How long will it take for my order to come if i ordered it on wednesday night at around 6:00. For it to shop to melbourne?
Hi Kiara,
Thank you for your message! If your order was made before 3pm it should have reached you on Friday, however, as it was shipped out the next day you should receive it on Monday or Tuesday.
Kind Regards
This is a lie
You may receive your item or may not
Who knows with Stelly they don’t like to send goods once you have paid and then won’t answer you back so good luck buying from here. Shop elsewhere trust me
Hello, I would like to know what size I should choose if I am 43 inches for the hips and 33 inches for the waist. Thank you!
Hi Kiriam,
Please send our customer service an email: [email protected] and let us know what size you usually wear? Please also select an item online https://stelly.com.au and attach a link, for us to confirm the direct measurement on a particular size and style you after.
Thank you for your time.
Sincerely
Stelly team
Is my credit card number and information secure? The URL bar says that the Stelly website is not a secure site and that my information may be at risk
Hi Kaitlyn,
Thanks for letting us know. If you are concerned about your information when you are making a payment or creating an account, your data is fully encrypted as it goes through our secure link under https:// . For the rest of the website like viewing images, browsing, its right now currently under http:// . We are working on it and it will be updated soon, we understand your concern. All of your information such as your credit card details are going through either securepay, paypal, afterpay gateways so it's completely safe.
I hope this helps,
Thank you
The Stelly Team
Always use Paypal when buying online. Only Paypal would take actions when malpractice occurs.
Has anyone successfully received either a refund or an exchange for store credit from Stelly?
Hi Emily,
Our returns policy provides store credits for all standard returns which can be used to purchase a different size or style.
We provide refunds and cover the return shipping for faulty items however standard returns receive store credit.
Please see all our online return policy guidelines here: http://stelly.com.au/content/19-online-return-policy-
If you have any further questions please let us know :)
Regards,
Stelly Customer Service
Yes, but after almost a month of controversies, claim with Paypal and action taken with NSW Fair Trading.
Yes - But after being declined a refund from Stelly for a disgustingly faulty product and being required to take the issue to NSW Department of Fair Trading. They will point blank refuse, which is against legislated consumer guarantees.
Did they email anyone else asking for all their credit card information again in order for them to send your order? Seems sketchy!
Not with me but it wouldn't surprise me. They were hopeless when trying to get a refund.
Hi Ally,
Credit confirmation is for order above $150, first time customer or missing detail between transaction that we need to confirm- we have notify this to our customer via http://stelly.com.au/content/18-shipping
Please refer to point *8
Stelly Team
Hi, always use Paypal are they are the only one who can act if malpractice occurs. I would find it dodgy as well but as someone else said, not surprising.
Does anyone know how I can have it shipped to the US and not Australia? I can't find it anywhere on the actual website?
Hi Jessica,
We're from Stelly clothing, we definitely ship to US
http://stelly.com.au/content/18-shipping
If you have any further enquiries, please feel free to send us an email [email protected]
Get an answer from our members and Stelly representatives
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