FAQs

Our collections

The Maison Stella & Suzie collections

Once a month, we offer you a collection designed by Margaux and the Style team.

Where are the clothes made?

Wishing to engage in a social and environmental approach, we only work with suppliers who respect international labor and safety standards. Many of them meet the BSCI regulations, which is a corporate social compliance initiative.

Our suppliers are carefully selected for their technical know-how. Our knits are made in China, where the best spinners are located. For our structured pieces, such as our pants and jackets, we use suppliers based in Tunisia, Bulgaria or Romania. Specialized Tunisian and Moroccan suppliers make our fluid pieces, such as our blouses. Our denim products are made in Turkey, our leather parts and our embroidery in India. We also work with Italy and Portugal, for hats and shoes.

Certifications , in particular OEKOTEX, ECOVERO and LENZING, are destined to multiply. We are committed to eventually certifying all of our collections.

The composition of our parts

We indicate the composition of each piece on our product sheets.

Maintenance of our parts

On each product sheet, we indicate the maintenance advice adapted to each piece.

How to choose my size?

We are aware that it is difficult to choose the most suitable size when ordering online. To help you in your choice, Maison Stella & Suzie has therefore carefully developed a size guide, present on each product sheet, containing detailed measurements in centimeters. These measurements are taken on the garments laid flat so you can compare them with those of garments you already own.

My item is sold out, when will it be available again?

Only iconic pieces will be replenished. For the rest, you have to rely on customer feedback, which will be posted online every Thursday at 6 p.m. To be the first informed of the return of your favorite products, remember to subscribe to the e-mail alert when back in stock.

My account

I forgot my password, what should I do?

To reset your password, we invite you to follow the "Forgot password" instructions on the "My account" page.

I want to change my personal data, how do I do that?

You can modify all your personal information from your space, in the “Account details” section.

How to contact customer service?

Our customer service will be happy to answer your questions, by email and by phone.
We will answer you from 9 a.m. to 6 p.m. Monday to Thursday and from 9 a.m. to 5 p.m. on Friday.
Email: contact@stellaetsuzie.com
Telephone: 09 83 49 12 75

My command

How can I follow the progress of my order?

You can follow the progress of your order from your personal space, in the "Orders" tab.

Is it possible to modify or cancel my order once validated?

In order to ship your order as quickly as possible, our logistics team works quickly. Once validated, your order can no longer be modified or cancelled.
We therefore invite you to make sure that the pieces in your basket are in the colors, sizes and quantities you want. Also, be sure to check your delivery address. If there is still an error on your order, we invite you to contact our customer service and place a new order.

I made several orders, is it possible to combine them?

We cannot combine orders. However, if you place several orders in 24 hours, we will reimburse the shipping costs (if the orders exceed 200€ of purchase), on simple request by email to contact@stellaetsuzie.com.

Delivery (France and EU)

What are your order preparation times?

Your orders are prepared in 24 hours and shipped the next day (excluding peak periods and pre-orders). For all orders placed on Friday after 11 a.m., on weekends and on public holidays, orders will be prepared the next working day.

What are your delivery methods?

Delivery in Metropolitan France :
Shipping costs are free from 200 € of purchase in France.
Standard delivery: 48h to 72h (working days and after preparing your package).

Delivery in the European Union, United Kingdom, Switzerland :
Shipping costs are free from 250€.
Deadlines may be extended. For deliveries to the United Kingdom and Switzerland, the recipient may be required to pay customs fees depending on the country in force.

Orders from abroad (outside EU)

We advise you to consult this section regularly to follow the updates Will I have to pay customs fees or additional taxes?

Customs charges are not included in the total amount of your order. We are not able to determine if customs charges will be applied to you, these are independent charges that are not inherent to us.

Can I benefit from the tax refund?

To benefit from the tax refund, you can send us an email to contact@stellaetsuzie.com.

Payment

Is it possible to pay in several instalments?

The payment of your order can be made in installments from 200€.

How can I pay for my order?

You can pay for your order by:
- Bank card: CB, Visa, Visa Electron, MasterCard, E-credit card
- PayPal
- E-gift card
- To have

How can I use my credit?

You can use your credit by entering your code in the "Promo Code" tab.
The reduction will be displayed automatically, excluding delivery costs.
You have 12 months to use your credit.

Is your site secure?

Our site is secured by Payzen, so you can enter your bank details with complete peace of mind.

I am having difficulty paying for my order?

Send us an e-mail to contact@stellaetsuzie.com and we will find a solution together.

Feedback

The item I received does not suit me, how do I make a return?

You have fourteen days from the date of receipt of your package to make your return request and post your package. This period does not include the time taken to transport your return to us.
For any return made from mainland France, the European Union, the United Kingdom and Switzerland, a fixed contribution of 3 euros will be charged to the Customer and deducted from his refund and/or credit note, if applicable.
For any return outside the European Union, United Kingdom and Switzerland, the return costs remain the responsibility of the Customer in full.
We invite you to be particularly vigilant with the articles, in order to avoid any degradation, if you are not yet certain that you want to keep them. Returns that do not meet our policy will not be accepted and will be sent back to you.

How long does it take for my return request to be processed?

The refund is made no later than fourteen days from the date on which Maison Stella & Suzie is informed of the customer's decision to withdraw (Subject to the good reception of the return package at our warehouse).

Is it possible to exchange an item?

We do not practice standard exchange. We therefore invite you to return your items to us and place a new order on our site.

Pre-order

What are pre-orders?

Some of our pieces are sold on pre-order. These items are offered on our site for a limited time. Add them to your cart and complete your order as usual. We will deliver to you as soon as possible and you will receive an email with tracking details once your package has been dispatched.

Coronavirus Information

Will my order be delayed?

Due to the current health situation, your order may be delayed. We advise you to regularly connect to your personal space Maison Stella & Suzie to follow its evolution.

What security measures are in place?

We scrupulously adhere to all safety rules recommended by the World Health Organization.

Another question ?

Send us a message at
contact@stellaetsuzie.com
or directly by phone at
09 83 49 12 75,
our team will advise you.