FAQ
OUR COLLECTIONS
MAISON STELLA & SUZIE'S COLLECTIONS
Once a month, we offer you a collection imagined by Margaux and the Style team.
WHERE ARE THE CLOTHES MADE?
Keen to engage in social and environmental initiatives, we only work with suppliers who adhere to international standards in terms of labor and safety. Many of them comply with BSCI regulations, which is a social compliance initiative in business.
Our suppliers are carefully chosen for their technical expertise. Our knits are made in China, where the best yarn manufacturers are located. For our structured pieces, such as pants and jackets, we rely on suppliers based in Tunisia, Bulgaria, or Romania. Tunisian and Moroccan suppliers specialize in crafting our fluid pieces, such as blouses. Our denim products are manufactured in Turkey, our leather pieces and embroideries in India. We also collaborate with Italy and Portugal for hats and shoes.
Certifications, including OEKOTEX, ECOVERO, and LENZING, are intended to increase. We aim to certify the entirety of our collections in the long run.
COMPOSITION OF OUR PIECES
We specify the composition of each piece on our product sheets.
CARE INSTRUCTIONS FOR OUR PIECES
On each product sheet, we provide appropriate care instructions for each piece.
HOW DO I CHOOSE MY SIZE ?
We understand that choosing the right size can be challenging when ordering online. To assist you in your selection, Maison Stella & Suzie has carefully developed a size guide, present on each product sheet, containing detailed measurements in centimeters. These measurements are taken on garments laid flat so you can compare them with those of the garments you already own.
MY ITEM IS SOLD OUT, WHEN WILL IT BE AVAILABLE AGAIN ?
Only iconic pieces will be restocked. For the rest, it depends on customer returns, which will be posted online every Thursday at 6 p.m. To be the first to know about the return of your favorite products, remember to sign up for the email stock alert.
MY ACCOUNT
I FORGOT MY PASSWORD, WHAT SHOULD I DO ?
To reset your password, please follow the "Forgot Password" instructions on the "My Account" page.
I WOULD LIKE TO UPDATE MY PERSONAL INFORMATION, HOW CAN I DO THAT ?
You can update all your personal information from your account area, under the "Account Details" section.
HOW CAN I CONTACT CUSTOMER SERVICE ?
Our customer service team will be happy to assist you via email and phone.
We are available to assist you from 9am to 6pm Monday to Thursday and from 9am to 5pm on Friday.
Email : contact@stellaetsuzie.com
Phone : 09 83 49 12 75
MY ORDER
HOW CAN I TRACK THE PROGRESS OF MY ORDER ?
You can track the progress of your order from your personal account, under the "Orders" tab.
IS IT POSSIBLE TO MODIFY OR CANCEL MY ORDER ONCE IT’S BEEN VALIDATED ?
To expedite the shipping process, our logistics team works swiftly. Once your order is validated, it cannot be modified or canceled. We therefore encourage you to ensure that the items in your cart are in the desired colors, sizes, and quantities. Additionally, please double-check your shipping address. If there is an error in your order, please contact our customer service and place a new order.
I’VE PLACED MULTIPLE ORDERS, CAN THEY BE COMBINED ?
We are unable to combine orders. However, if you place multiple orders within 24 hours and they exceed €200 in total, we will reimburse the shipping costs upon request via email at contact@stellaetsuzie.com.
DELIVERIES (FRANCE AND EU)
WHAT ARE YOUR ORDER PROCESSING TIMES ?
Your orders are prepared within 24 hours and shipped the following day (excluding periods of high demand and pre-orders). For orders placed after 11am on Friday, on weekends, and on public holidays, orders will be prepared on the next business day.
WHAT ARE YOUR DELIVERY METHODS ?
Delivery in Metropolitan France:
Shipping is free for orders over €200 in France.
Standard delivery: 48 to 72 hours (business days, after the preparation of your package).
Delivery in the European Union, United Kingdom, Switzerland :
Shipping is free for orders over €250.
Delivery times may be extended. For deliveries to the United Kingdom and Switzerland, the recipient may be required to pay customs fees depending on the country's regulations in force.
ORDERS FROM ABROAD (OUTSIDE EU)
We advise you to regularly check this section for updates.
WILL I NEED TO PAY CUSTOMS FEES OR ADDITIONAL TAXES ?
Outside the European Union, customs duties or import taxes may be added to the price of our products. These additional fees are entirely the responsibility of the customer. Therefore, it is the customer's responsibility to inquire about these costs from their local customs office. However, for the countries listed below, customs duties or import taxes are included at the time of payment: United Kingdom, Canada, United States, Guadeloupe, Reunion, Martinique, New Caledonia, Saint-Barthélemy, and Saint-Martin.
PAYMENT
Is it possible to pay in installments?
Payment for your order can be made in several installments starting from 200€.
How can I pay for my order?
You can pay for your order using :
- Bank card: CB, Visa, Visa Electron, MasterCard, E-carte bleue, American Express
- Paypal
- Apple Pay
- E-gift card
- Asset
How can I use my credit?
You can use your credit by entering your code in the "Discount code or gift card" tab.
The discount will be displayed automatically, excluding shipping costs.
You have 12 months to use your credit.
I am having difficulty with the payment of my order.
Please send us an email at contact@stellaetsuzie.com and we will find a solution together.
RETURNS
THE ITEM I RECEIVED DOES NOT SUIT ME, HOW CAN I MAKE A RETURN ?
You have fourteen days from the date of receipt of your package to request a return and mail your package. This period does not include the time it takes for your return to reach us.
You can directly download your return label from your customer account by clicking on the link Make a return.
For any return made, a flat fee will be charged to the Customer and deducted from their refund if applicable.
We urge you to be particularly careful with the items to avoid any damage if you are not yet certain that you want to keep them. Returns that do not comply with our policy will not be accepted and will be returned to you.
HOW LONG DOES IT TAKE FOR MY RETURN REQUEST TO BE PROCESSED ?
The refund will be made no later than fourteen days from the date Maison Stella & Suzie is informed of the customer's decision to withdraw (Subject to the proper receipt of the return package at our warehouse).
IS IT POSSIBLE TO EXCHANGE AN ITEM ?
We do not offer standard exchanges. Therefore, we invite you to return your items to us and place a new order on our website.
PRE-ORDER
WHAT ARE PRE-ORDERS ?
Some of our items are available for pre-order. These items are offered on our website for a limited period. Add them to your cart and complete your order as usual. We will deliver them to you as soon as possible, and you will receive an email with tracking details once your package is shipped.
ANOTHER QUESTION ?
Send us a quick message at
contact@stellaetsuzie.com
or directly by phone at
09 83 49 12 75,
our team will advise you.