Return Policy

Please email cs@stems.luxury for all customer service related concerns. Customer assistance hours: Monday–Friday 10am–4pm EST. Thank you for your patience.

Returns

For online orders, we accept product in new and unworn condition with original tags and packaging attached for a full refund. We are happy to assist with your returns, however return shipping cost is paid by the customer, we recommend using trackable shipping, and a padded mailing envelope. Please note: if our products have been worn or if the packaging is damaged, we are unable to accept returns.

You have 14 days from the order ship date to have your return postmarked to the carrier on your label. Your refund will be credited to the original form of payment used to make the purchase. Please note that all sale items are final sale. We do not accept returns if there is significant damage to the box or if the box has been used as the shipping box.

Stems monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.

*Make sure to have your return dropped off and scanned 14 days from the order ship date to receive your refund. Please only send returns with a tracking number, so that we can trace your return. We cannot refund a lost return. We apply a 10% restocking fee in order to maintain offering, undamaged, clean and quality merchandise. 

What if my return is late?
All returns should be in new, unworn condition with the tags & packaging still attached. Any returns received postmarked after 14 days from the order ship date are ineligible for return and will be automatically reshipped to the customer upon receipt at our warehouse.

Can I exchange an item from my order?
We aren’t processing exchanges at this time. You will have to return an item and make a new purchase.

When will I get my refund?
Once we receive your return, please allow 3-4 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. 

Can I get a refund for a giftcard purchase?
Gift card purchases are final sale, and not redeemable for cash.

Why is there a re-stocking fee?
We apply a 10% restocking fee in order to maintain offering, undamaged, clean and quality merchandise.