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Stelly

Stelly Questions & Answers

3.8 from 414 reviews

12 questions from our users

Joyce J.

Joyce J.asked

how long does the shipping take?

2 answers
Laytay
Laytay

I placed my order on the 12th of july and received my item on the 15th.

Stelly
Customer service teamStelly

Hi Joyce,

Please see here: https://stelly.com.au/content/18-shipping

For any further questions, please contact sweetservice@stelly.com.au


Vene

Veneasked

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

2 answers
Stelly
Customer service teamStelly

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

Vene
Vene

Thank you :)))


Lily M.

Lily M.asked

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 sweetservice@stelly.com but no one has responded. I would really like to know, where my package is? this is ridiculous

3 answers
Stelly
Customer service teamStelly

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

Lily M.
Lily M.

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

Stelly
Customer service teamStelly

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


Elizah A

Elizah Aasked

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:)

2 answers
Jade D
Jade D

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

Stelly
Customer service teamStelly

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


Kerryn

Kerrynasked

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

2 answers
Stelly
Customer service teamStelly

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 sweetservice@stelly.com.au and returns@stelly.com.au and we can have a look into this for you?

Thank you!

Tricia
Tricia

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 !


dee

deeasked

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?

1 answer
Stelly
Customer service teamStelly

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 sweetservice@stelly.com.au

Stelly Customer Care


Kiara

Kiaraasked

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?

2 answers
Stelly
Customer service teamStelly

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

Tricia
Tricia

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


Kiriam

Kiriamasked

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!

1 answer
Stelly
Customer service teamStelly

Hi Kiriam,

Please send our customer service an email: sweetservice@stelly.com.au 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


Kaitlyn

Kaitlynasked

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

2 answers
Stelly
Customer service teamStelly

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

Virgola
Virgola

Always use Paypal when buying online. Only Paypal would take actions when malpractice occurs.


Emily

Emilyasked

Has anyone successfully received either a refund or an exchange for store credit from Stelly?

3 answers
Stelly
Customer service teamStelly

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

Virgola
Virgola

Yes, but after almost a month of controversies, claim with Paypal and action taken with NSW Fair Trading.

TC_
TC_

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.


ally

allyasked

Did they email anyone else asking for all their credit card information again in order for them to send your order? Seems sketchy!

3 answers
Shane W
Shane W

Not with me but it wouldn't surprise me. They were hopeless when trying to get a refund.

Stelly
Customer service teamStelly

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

Virgola
Virgola

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.


Jessica Mendez

Jessica Mendezasked

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?

1 answer
Stelly
Customer service teamStelly

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 sweetservice@stelly.com


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