Welcome to Stella McCartney Customer Service.

Here you can reference our policies, frequently asked questions, orders and returns tracking.

Our Customer Service team will be happy to give you further assistance on all other enquiries.

Frequent Asked Questions

Most Popular

  • Return Policy
  • Shipping Times and Costs
  • Payment Methods

    Stella McCartney accepts the following payment methods:

    The total will be charged to your card when the order is shipped.

    Stella McCartney features a Fast Checkout option, allowing you to securely save your credit card details so that you don’t have to re-enter them for future purchases.

    PayPal: Shop easily online without having to enter your credit card details on the website.
    Your account will be charged once the order is completed. To register for a PayPal account, visit the website www.paypal.com.

Payment

  • When will my credit card be charged?

    As soon as you complete your order, authorisation for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds. The card is not charged at this time: the actual payment occurs when the order is dispatched, at which point you will receive a notification email.

  • Why can’t I complete my order?

    Verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
    Need further assistance? Contact us and we will be happy to assist you.

  • Why did you charge me twice even though I placed only one order?

    Stella McCartney guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorisation request that is made when you place the order; the second confirms the actual charge.

  • Why is the amount I paid different from the amount of my order?

    The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.

  • Tax Free Shopping for Diplomats: how can I request a VAT refund?
  • How can I get a VAT refund?
  • Tax Information
  • Payment Methods

    Stella McCartney accepts the following payment methods:

    The total will be charged to your card when the order is shipped.

    Stella McCartney features a Fast Checkout option, allowing you to securely save your credit card details so that you don’t have to re-enter them for future purchases.

    PayPal: Shop easily online without having to enter your credit card details on the website.
    Your account will be charged once the order is completed. To register for a PayPal account, visit the website www.paypal.com.

  • Payment Security

    On Stella McCartney, every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.
    To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

Shipping & Delivery

  • Holidays Calendar

    January 1st (New Years Day)
    April 2nd (Easter Monday)
    May 1st (Labour Day)
    May 8th (VE Day)
    May 10th (Ascension Day)
    May 21st (Whit Monday)
    July 14th (Bastille Day)
    August 15th (Assumption Day)
    November 1st (All Saints Day)
    November 11st (Armistice Day)
    December 25th (Christmas Day)

  • Where do you ship my order from?

    We ship all orders from our warehouse in Bologna (Italy).

  • Where is my order?

    You can check the status of your order and track its delivery by entering the Order Number in the Follow your Order page.

    If you are a registered user, you can find all information related to the order in your My Account. If you do not have an account you can register here to enjoy exclusive services.

  • Am I able to choose a delivery date or hour?

    Unfortunately, it is not possible to choose a specific date and time. You can try to contact the UPS (www.ups.com) directly to organise a possible delivery date.

  • Pick up in Store
  • Return in Store
  • Shipping Restrictions

    At this time we are unable to ship orders to:

    Orders made to any of these addresses will be cancelled.

    The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the corner of every page.

  • Shipping Times and Costs
  • What should I do if my order has not been delivered yet?

    If your order has not been delivered within the estimated period, we suggest that you:

    • check the order status in the My Order section for registered users; or by entering the Order Number in the Follow your Order page
    • check that the address indicated for the delivery is correct
    • in the case of a missed delivery, contact the UPS (www.ups.com).

    For further assistance, contact us: we are happy to help.

Shopping

  • Can I cancel my order?

    We are sorry, but once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned as indicated in our Return Policy.

  • Can I change my order and add other products or remove them?

    Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order; to return them, please refer to our Return Policy.

  • Why have items that I added to my cart disappeared?

    Until an order is concluded, items added to your Shopping Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.

  • What is a pre-order and how does it work?

    A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item within the product page.

    • Mixed order consisting of currently available and pre-order items: the products will be dispatched at two different times, but you will be charged only once for the shipping fees
    • Order consisting of pre-order items with different delivery dates: the products will be shipped together on the latest estimated delivery date.

    In any case, you will receive a confirmation email as soon as the package is shipped.

    The purchase of pre-order items can be made with Credit Card only.

  • How do I get technical help?

    Our website is best viewed with the latest versions of the major browsers. Make sure that you have installed the most updated versions of the browsers that you most frequently use.

    If you experience navigation problems, we suggest that you:

    • eliminate any Cookies and Temporary Files from your computer
    • verify that Javascript is enabled.

    If the problem persists, please contact us with the following details:

    • your operating system (Windows Vista, Mac OS X, etc.)
    • Internet browser and version (Chrome, Explorer 11, Firefox, Safari,…)
    • the URL that you were trying to access (for example, https://www.stellamccartney.com).
  • How do I shop on StellaMcCartney.com?

    To make purchases on Stella McCartney, it is not necessary to register. However, we suggest you create an account to access exclusive areas and special customer features.

    Item search

    To browse our catalogue, select a category from the navigation menu at the top of the page or discover our selection on the homepage. To find a more specific product, use the search tool at the top of the page.

    Product information
    On each product page, you will find all available sizes and colours, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

    How to order

    • from the item page, select the desired colour and size of the product
    • add the product to your Shopping Bag
    • once you have finished shopping, click the “Proceed to Checkout” button in your Shopping Bag
    • enter your email and your shipping address
    • select a shipping and a payment method
    • check that the information you entered is correct and click “Purchase Now”.

    You will receive a confirmation email shortly after with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.

  • How do promotional codes work?

    Promotional codes give you access to exclusive promotions and initiatives on StellaMcCartney.com.

    To receive Promotional Codes, subscribe to our Newsletter.

    Enter the code in the appropriate field at checkout to activate the promotion and click “Apply”. Only one Promotional Code can be used for each order. If the code turns out to be invalid, refer back to the newsletter to verify the dates of the promotion and which categories it can be applied to.

  • More than 24 hours have passed and I still haven’t received an Order Confirmation email. What should I do?

    Check your spam folder and make sure that confirmation@store.stellamccartney.com and shipping@store.stellamccartney.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications. If this doesn’t work, contact us as there may be errors with the email address you registered with.

  • Order Status

    Order being prepared: the order has been confirmed and you should have received a confirmation email with the Order Number.

    Order has shipped: as soon as the order is shipped from our warehouse we will send you a confirmation email with the Tracking Number to track the delivery.

    You are able to check the order status at any time by entering the Order Number in the Follow your Order page. Registered users can also find all information related to their orders in the My Account area.

My Account

  • Can I change the Country of My Account?

    To transfer your account to the site of a Country that is different from the one you registered in, please contact us.

  • What are the benefits of creating an account?

    When you create an account on StellaMcCartney.com you will gain access exclusive areas and services dedicated to our customers including:

    • Wish List
    • My Order
    • Fast Checkout

    Upon registering, our site recognises your location and automatically allocates your account to that country. Your account will only be active on that particular version of the site.

  • What are the benefits of subscribing to newsletters?

    When you subscribe to newsletters from StellaMcCartney.com you will have the following benefits:

    • being among the first to discover the latest brand news
    • knowing when new products land online
    • accessing exclusive promotional codes

    …and much more!

  • How can I delete my account?

    If you want to cancel your My Account, please contact us.

  • How can I unsubscribe from your newsletters?

    If you no longer wish to receive our newsletters, click the Unsubscribe link found at the bottom of each newsletter. This will open a webpage where you can confirm that you wish to unsubscribe.

    You might still receive several newsletters before our system processes your request.

  • I cannot log into My Account. What should I do?

    When you register, Stella McCartney recognizes the Country in which you are located and automatically associates it to your account, which will be active only for that Country’s version of the site. If My Account does not recognize your email address or password, verify that you are navigating the version of the site on which you registered the account.
    If you forgot your password, click the “Forgot your password?” link on the Login page and follow the procedure to change it.

    For further assistance, contact us: we are happy to assist you.

  • I have registered my details but do not receive the newsletters. What should I do?

    Try adding the news@stellamccartney.com address to the safe senders list of your email account; this will prevent the anti-spam filter from blocking future newsletters. If this doesn’t work, contact us.

Returns & Exchanges

  • Where can I check my refund status?

    You can check the status on the Follow your Return page.

  • Where is my return?

    You can check the status of your return at any time on the Follow your Return page.

  • Can I combine returns from different orders?

    Sure, you can use the same box and pre-paid label. You can find more information about our return procedures on the Return Policy page.

  • Can I receive my refund on a credit card that is different from the one I used for the order?

    For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

  • Can I use my own return service?

    You can certainly use a different courier than the one that delivered the package. Please send the return to the following address:

    YOOX NET-A-PORTER GROUP
    C/O Geodis Logistics
    Blocco 15.1 Interporto
    40010 Bentivoglio (BO)
    Italy

    Keep in mind that if you do not use our return label, Stella McCartney is not responsible for any theft or loss during transport; therefore, we suggest you choose a trackable shipping service. Additionally, if you paid shipping fees for your order, we will reimburse you the equivalent of a Standard delivery.

  • Refunds

    We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.

    The time needed to process your refund may vary based on the payment method used:

    Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

    PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.

     

  • Return Policy
  • Exchanges
  • I decided to keep my order, but have already completed the Return Form. What should I do?

    We are glad you decided to keep your purchase. Do not worry, no action is required and there is no need to contact us.

  • I lost my return label. How can I get a new one?

    If you have lost the pre-paid return label, just contact UPS at www.ups.com and request that they bring a blank standard waybill when they collect your return. You should fill it out as follows:

    Select “Standard” Service and “Receiver” under payment terms Indicate W95789 as the Receiver’s account number Send the return to this address:

    YOOX NET-A-PORTER GROUP
    C/O Geodis Logistics
    Blocco 15.1 Interporto
    40010 Bentivoglio (BO)
    Italy

  • I want to return a gift. How does the refund work in this case?

    If the order was paid with PayPal or a credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorised to refund a different account.

Product Information

  • How do I work out which size is right for me?

    The size shown on the item’s label is indicated on every Product Page and converted into your country’s corresponding size. To search for the size that interests you, please use our Size Chart which should help you find the right fit with an indicative value, from XXS to XXXL, which we use to group all different sizes together in one system.

    Find the right size for you with the help of the tables you will find in every product page.

Have a question we have not answered?