Frequently Asked Questions
How do I shop at StellaMcCartney.com?
Welcome to the Stella McCartney FAQ.
Here you can reference our policies and frequently asked questions.
Our Customer Service team will be happy to give you further assistance on all other enquiries.
To make purchases on Stella McCartney, it is not necessary to register. However, we suggest you create an account to access exclusive customer features.
Item search:
To browse our catalog, 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 colors, 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 color 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.
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 Shipping and Returns Page.
Unfortunately once an order has been confirmed, it is processed automatically and cannot be cancelled.
The package can be returned as indicated in our Shipping and Returns Page.
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
- 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.
Promotional codes give you access to exclusive promotions and initiatives on StellaMcCartney.com.
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.
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 Customer Service as there may be errors with the email address you registered with.
What are the benefits of creating an account?
When you create an account on StellaMcCartney.com you will gain access to exclusive customer features. 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.
If you wish to delete your My Account, please contact Customer Service.
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!
Try adding the store@hello.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 Customer Service.
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.
Payment Methods
Stella McCartney accepts the following payment methods:
Credit Card:
We accept Visa, MasterCard, American Express and others in select countries.
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, please visit paypal.com.
Klarna:
When you choose Klarna at checkout you'll get the option to shop now, pay later for your purchase. Make your payment in full 30 Days after your purchase is shipped or split your purchase into Three equal payments.
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 Customer Service and we will be happy to assist you.
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 authorization request that is made when you place the order; the second confirms the actual charge. If you do notice issues with the amount charged please contact Customer Service.
Shipping Times and Costs
Deliveries are made during business hours from Monday to Friday with the exception of holidays. The courier will make 3 delivery attempts; after the third attempt, the order will return to our warehouse.
All orders are processed automatically and we are therefore unable to modify shipping and delivery times.
We ship all orders from Italy.
Return Policy
You can return any item purchased on Stella McCartney within 30 days of the delivery date. Here’s how:
- Fill out the Return Form
- Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund
- Pack the item/s in the original box and stick the pre-paid Courier label over the prior delivery information.
- Contact the Courier to arrange the pick-up of you package whenever you wish.
Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
If your return does not meet the conditions listed, the package will be sent back to you and no refund will be issued.
In the event that your parcel didn't come with a return label or you have lost it, please contact Customer Service.
We are glad you decided to keep your purchase. Do not worry, no action is required and there is no need to contact us.
Exchanges
If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost.
Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available. The exchange is subject to availability, there could be a delay in confirming the goods are available. As soon as we receive your return, we will ship the new item to the address from your original order. You will receive a Shipping Confirmation email when the package has been dispatched.
Refunds
We usually accept returns within 5 business days of their arrival at our warehouse; 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 Acceptance Confirmation email.
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 authorized to refund a different account.
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.