Cancellation, Exchange, Return & Refund

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Cancellation, Exchange & Return and Refund Policies


Refund Policy

Helping you steal the scene—thoughtfully, transparently, and with care.

At Stolen Stores, each piece is made with intention.

We are a small, independent fashion house based in Bangkok, where every garment is brought to life by our in-house team—skilled artisans we’ve trained, nurtured and cared for every step of the way by ourselves. No factories. No outsourcing. Just thoughtful craft from sketch to stitch.

Most of our pieces are made to order, requiring 7–14 business days to complete. A few select styles may be kept in limited stock at our atelier, but nothing sits on warehouse shelves gathering dust. Every piece is created with purpose—for you.

So here’s the honest truth...

Our Refund Policy — Clear & Considered

We deeply admire the generous return policies of platforms like Revolve, Net-a-Porter, and SSENSE—and we’re inspired by their example. But as a self-funded studio committed to mindful production and fair wages, we also navigate a different set of practicalities.

Shipping a single item from Bangkok to the US or Europe can cost between $35–$100, which means:

We share this openly to help you make an informed and confident decision.

Bridal Pieces — Final Sale

Our bridal designs are crafted with great care, and always made to order. Due to their delicate and personalized nature, all bridal sales are final.

Need Help Before You Order?

We’re always just a message away. Email us at info@stolenstores.com or DM us on Instagram @stolen.stores.

Whether you need sizing guidance, want to understand the fabric, preview extra images, or check if your item can arrive in time for an event—we’re here. And if there’s a way to expedite your order, we’ll try to make it happen.

This kind of honest conversation often leads to better fit, less waste, and a smoother experience for everyone.

We know this policy may feel limiting. We’re working on it.

Behind the scenes, we’re exploring local warehousing in the US and Australia, developing easier return options, and collaborating with technology partners to improve fit recommendations.

When you choose Stolen Stores, you’re not just purchasing a dress—you’re becoming part of a collective built on care, craft, and meaningful connection.

 

Cancellation Policy

We move fast—because your piece is already in the making.

For all orders (Standard, Pre-Order and Made-to-order)

If you’d like to cancel, please contact us as soon as possible at info@stolenstores.com. Our hours are Monday to Friday, 9am–5pm (GMT+7).

We’ll do our best to help, but please understand:

Every order is a carefully planned process—your piece is often already being crafted by the time you hit “Place Order.”

 

Exchange & Return Policy

Because sometimes it just doesn’t feel quite right—and that’s okay.

At Stolen Stores, we do our very best to present each design piece clearly and thoughtfully. That said, we understand that what you imagined might not always be what arrives.

If you would like to exchange or return an item, we offer:

Please note: some items are marked as final sale and not eligible for exchange or return. This will be clearly stated on the product page.

Start Your Return or Exchange

  1. Email us at info@stolenstores.com within 7 business days of receiving your order.
    • Include your order number and your reason for return.
  2. If approved, we’ll issue an Exchange or Return Approval.
    • This is not a guarantee of return acceptance—final approval occurs after we receive and inspect the item(s).
  3. Once you receive approval, you have 7 business days to ship the item(s) back to our HQ in Bangkok.
    • You must send us proof of shipping (tracking number and receipt) within this 7-day window.
    • If the item is not shipped within 7 business days of approval, the request becomes ineligible for return or exchange.
    • You will be responsible for paying for your own return shipping.

Eligibility is based on your shipping date, not the date we receive the item.

After Your Item Arrives

Once we receive the item(s), our team will:

Only after this confirmation is issued will the exchange or credit note be processed.

If the requested exchange item is temporarily unavailable, we will inform you of the next available ship date.

Return Guidelines and Rules — Please Read Carefully

Returned items must meet the following conditions:

We do not accept returns or exchanges for:

Please take care when trying on garments, and kindly send clear photos of your item before shipping if requested by our team.

Safe Arrival is Your Responsibility

All returned items must arrive safely at Stolen Stores HQ.

If a return parcel is lost or arrives damaged due to insufficient packaging, we cannot accept the return. We strongly recommend using tracked shipping. We can create a return shipping label for you, but it will have to be prepaid by you. Alternatively, you can also ship by yourself using your own shipping label. 

All shipping policies and fees apply to any exchange items sent back out to you.

Potential Exchange or Return Costs

As much as we wish we could cover the world in care packages, international shipping comes with real costs.

Please note that all exchange and return costs are the responsibility of the customer and are not covered or reimbursed by Stolen Stores. These costs will either:

These costs may include (but are not limited to):

  1. The return shipping cost from you to Stolen Stores HQ (Bangkok). We can create a return shipping label for you, but it will have to be prepaid by you. Alternatively, you can also ship by yourself.
  2. Any inbound customs duties, taxes, or import fees incurred during return shipping
  3. The outbound shipping cost for your exchange item from Stolen Stores HQ to you
  4. Any inbound customs duties, taxes, or import fees incurred when delivering your exchange item to you

Important note: If your original order qualified for free international express shipping (valued at USD $35), and you later return the item(s) for a credit note, $35 will be deducted from the credit note amount to reflect the shipping cost absorbed by us.

Shipping Recommendations

Return Condition Enforcement

Stolen Stores reserves the right to deny any return or exchange if:

In such cases, the item will be shipped back to you at your expense.

Made-to-measure Returns and Exchanges

All customized or made-to-measure items are considered final sale, as they are crafted specifically for you.

We are unable to accept returns or exchanges for these items unless they arrive faulty. In the event of a fault, please refer to our Faulty Goods Policy below and reach out to us directly.

Sale Items

Please note that all sales of Sale Items (those displaying a reduced price) are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out in the Exchange and Return policy will not apply.

 

Faulty Goods

We stand by every stitch—and when something slips, we make it right.

At Stolen Stores, we take pride in the craftsmanship of every piece. Every item is thoroughly checked and photographed before leaving our atelier as part of our internal quality control process. Still, if something isn’t as it should be, we’re here to take care of it.

If you receive an item that appears faulty, we will gladly accept a return.

Here’s how to begin:

  1. Email us at info@stolenstores.com within 7 business days of receiving the item.
  2. Please include clear photos of the fault. These images help us compare with our internal QC database and assess the issue accurately.
  3. Our team will guide you through the return process. All standard return conditions still apply.

Once we receive your item:

Important Notes on Faulty Goods Claims:

We put these checks in place to protect the integrity of our craft—and to ensure fairness for every customer. Thank you for your understanding and for giving us the opportunity to make it right.