Refund policy
You have 90 days from the day your order arrives to ask for a return or an exchange. No explanation needed.
What we take back
Items must come back intact: unworn, unwashed, unaltered, free of marks, hair and odour, with the hygiene liner and the tags still attached, in their original packaging. For hygiene reasons we cannot accept shapewear that has been worn.
Trying them on is fine, that is the point. Wearing them for a day is not.
Inspection before refund
Every return is inspected by our quality team when it reaches us. The refund is issued only if the item passes that inspection. An item that fails it is not refunded.
When that happens, we email you within 2 business days with photographs of what we received and the reason. Worn shapewear cannot legally be resold or donated, so an item that fails inspection is disposed of and cannot be shipped back to you. Please make sure your item meets the conditions above before you send it.
Who pays the return shipping
Return shipping is at your expense. The cost depends on the carrier you choose, and we do not deduct it from your refund.
One case costs you nothing: an item that arrives damaged, faulty or wrong, reported with a photo within 3 days. There we ask for no parcel at all, so there is no return to pay for. See below.
How to start
Write to contact@shopstacy.com with your order number and a line about what is wrong. We answer within one business day and send you the instructions.
Do not send anything back before you have heard from us. Parcels sent without instructions cannot be traced to your order and cannot be refunded.
Wrong size
Sizing is the first reason people write to us, so here is the exact route.
Write to contact@shopstacy.com within the 90 days, with your order number and the size you need. We reply with the return instructions.
You send the item back at your expense, unworn, with the hygiene liner and the tags still attached. Once it reaches us and passes the inspection above, we ship your new size at our cost.
If the size you need is out of stock, you choose between waiting for the restock and a full refund.
One exchange per customer. After that, an item can still come back inside the 90 days as an ordinary return: refund after inspection, and you order the size you want yourself.
Damaged, faulty or wrong item
Open your parcel as soon as it arrives. If the item is damaged, faulty or simply not the one you ordered, write to contact@shopstacy.com within 3 days of delivery, with:
- your order number
- a photo of the parcel before you open it, showing the outer packaging
- a photo of the whole item, and a close-up of the problem
- a short video instead, if the problem only shows when the garment moves
The photo of the parcel is what tells the two cases apart, so please take it before unpacking:
- Packaging intact, item faulty. A fault of the product itself: a seam giving way, a hole, the wrong colour or the wrong size in the bag. Covered whatever you chose at checkout.
- Packaging torn, crushed or wet. Damage that happened in transit. Covered by Shipping Protection, see below.
With that, we replace it or refund you in full. You ship nothing back, so it costs you nothing and you are not left waiting for a parcel to travel again.
This is settled on the photo alone once per customer. If it happens a second time we will still put it right, but the item comes back to us first, at your expense, and goes through the inspection above.
Reported after 3 days, or without a photo, it becomes an ordinary return: still open for 90 days, sent back at your expense, and subject to that same inspection.
Parcels that never arrive
If your tracking stops moving, or your parcel is marked delivered and you cannot find it, tell us and we chase it with the carrier.
Replacement or refund for a parcel lost, stolen or damaged in transit is covered by Shipping Protection, offered in the cart for $2.99 before payment. Without it, we will help you chase the carrier, but we cannot replace the order at our own cost.
Shipping Protection covers one claim per protected order. We may decline to offer it, or to accept further orders, where claims repeat in a way we cannot explain.
This is separate from a faulty item, which is covered above whatever you chose at checkout.
Refunds
Once your return has passed inspection, the refund goes back to the card or account you paid with, within 10 business days on our side. Your bank then takes its own time, usually 5 to 10 more days.
If more than 15 business days have passed since we told you the refund was approved and you still see nothing, write to us.
What we cannot take back
Gift cards, and any item returned without the hygiene liner or worn beyond trying on.
Return address
We send you the return address by email, in your return instructions, once your request is accepted. It is not published here because it depends on the item and on where you are.
Parcels sent to any other address, or sent before we have replied, cannot be traced to your order and cannot be refunded.
European Union, 14 day cooling off period
If your order is delivered in the European Union, you may cancel or return it within 14 days of receiving it, for any reason and without justification, in addition to the rights above. The item must come back in the condition described above, with proof of purchase.