Client Care
Exchanges, not returns.
Every Donna Stellare piece is made in limited runs by hand. To protect the integrity of the collection, all sales are final — we do not offer refunds. We do, however, gladly offer size and style exchanges within 14 days of delivery.
14-Day Window
Exchange requests must be submitted within 14 days of the delivery date confirmed by the carrier.
Unworn & Tagged
Item must be unworn, unaltered, free of perfume, makeup, or deodorant marks, with all tags and the dust bag intact.
All Sales Final
We do not issue monetary refunds under any circumstance. Exchanges only, for size, color, or store credit.
The Process
How to request an exchange.
- 01
Submit your request within 14 days
Email info@donnastellare.com within 14 days of delivery with the subject line "Exchange Request — [Order #]". Include your order number, the piece you wish to exchange, your preferred new size or style, and the reason for the exchange.
- 02
Receive your exchange authorization
Our client care team will respond within 1–2 business days with an Exchange Authorization (EA) number and a prepaid return label. Packages sent without an EA number will be refused and returned to sender at the client's expense.
- 03
Prepare and ship the piece
Return the piece in its original Donna Stellare packaging — garment bag, dust bag, and box — within 7 days of receiving your EA number. The piece must be unworn, unaltered, and have all original tags attached. Use only the prepaid label provided; we are not responsible for packages sent with other carriers.
- 04
Inspection by our atelier
Upon receipt, our atelier inspects every returned piece. This typically takes 3–5 business days. Pieces that show signs of wear, alteration, fragrance, makeup, deodorant, smoke, or missing tags will be returned to the client and the exchange forfeited.
- 05
Your exchange or store credit is issued
Once approved, your new size or style ships complimentary within 2 business days. If your requested piece is unavailable, you may select another silhouette of equal value or receive store credit valid for 12 months. No monetary refunds will be issued.
Fine Print
What is not eligible.
- Final-sale, archive, sample-sale, and made-to-measure pieces are not eligible for exchange under any circumstance.
- Custom alterations (hem, bust, bespoke embroidery) void all exchange eligibility.
- Pieces purchased with a promotional discount of 30% or greater are final sale.
- Accessories — including veils, gloves, and hair pieces — are final sale for hygiene reasons.
- International orders are responsible for any duties, taxes, or customs fees incurred on the exchanged piece.
- Damaged-in-transit pieces must be reported within 48 hours of delivery with photographs to be eligible for replacement.
Client Care
Need help before you decide?
Our client care team is available Monday through Saturday, 9am – 7pm CET, to advise on sizing, fit, and styling before you place an order.