Frequently asked questions

For some countries outside the European Union, you might be asked to pay import duties when receiving the order. Delivery to certain countries may incur customs duties and in some cases also government taxes. Kindly note that the payment is your responsibility.

Once your order has been shipped, you will receive an email with your tracking number so that you can check progress with the relevant courier. Please contact us on our Chat if you do not receive your tracking number or are worried about the tracking that is showing for your order.

Please note that we can only issue refunds for items that are returned new, unused and with its originial packaging and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you without receiving a refund.

We also cannot accept returns of items as faulty if they have not been treated as instructed in the garment care label and consequently been damaged as a result.

There may be several reasons why the amount may be different:

• If you have instructed us to arrange a return service for you, the amount for this service will be deducted from your refund amount.

• Also, your bank converts the refund amount into your local currency.

• Your bank might use a different exchange rate than it used when you paid for the item and it might also charge a transaction fee for a foreign currency transaction.

This usually happens for two reasons:

1. Incorrect email: If you have entered your email address incorrectly when creating an account, you will not receive a confirmation email and consequently, your correct details will not be recognised next time you try to sign in. If you think this might be the case, please email us or contact us on Chat with your name and email and we will solve the problem for you.

2. Forgotten password: If you have forgotten your password enter your email address here and your password will be emailed to you. ***Please check your spam / junk folder if you have not received a new password within 2 hours. Alternatively, you can email us or contact us on Chat with your name and email and we will reset your password for you.

If you have an account with us and you are shopping after you logged in, the items will stay in your shopping bag after you log out. However, please note that this does not mean that the items have been reserved for you. Until you check out, the products are visible to all customers and available for purchase by anyone.

We guarantee that your payment and personal data will always be kept 100% private and secure. All personal data is securely encrypted and protected with SSL (the industry standard for securing data on websites).

You can confirm SSL is being used by looking for the small padlock symbol on your webpage (check the bottom or top corners).

Plus, our website address will show an additional "S" after http:// when SSL is enabled and protecting your data. We never see or store your credit card number on our website.

We currently accept most major credit and debit cards:

• American Express

• Visa

• Master Card

We also accept:

• PayPal

Stella A.M currently accepts payment in:

British Pound (GBP) U.S. Dollar (USD) Euro (EUR)

If your credit card has been declined it can be for a number of reasons:

• You have written a number wrong.

• You have written the date or security code (CVV) wrong.

• The name and address does not match the address the Bank has on file for you.

• Your Bank has refused it for security reasons.

• There are not enough funds to cover the payment.

If you contact your credit card provider or bank, they will tell you why they have declined it. If you let us know that you are having problems paying, we can reserve your items for 24 hours and once you have spoken to your bank you can place the order again.

The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online.

American Express The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number.