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 do not offer full refunds, except in cases where your item arrives faulty or damaged.
- We clearly state if an item is pre-order—you’ll see this just below the Add to Cart button on the product page.
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:
- Cancellations are not guaranteed once an order enters processing.
- Once your item is in production or has been shipped, it can no longer be cancelled or changed.
- You can review our Shipping Policy for full details.
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:
- A credit note equal to the value of your returned item(s)
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
- Email us at info@stolenstores.com within 7 business days of receiving your order.
- Include your order number and your reason for return.
- 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).
- 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:
- Inspect the item to ensure it meets our return guidelines
- Confirm if the item is eligible
- Email you an Exchange or Return Confirmation
Only after this confirmation is issued will the exchange or credit note be processed.
- For exchanges: your new item will ship within 1–3 business days, depending on availability. If the item needs to be crafted again, it will take 7-14 business days.
- For returns: a credit note will be issued within 7 business days
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:
- Original condition, unworn, unwashed, and unaltered
- All original tags must be attached
- Returned in original packaging
- Free from makeup stains, perfume, body odour, or any visible signs of wear
We do not accept returns or exchanges for:
- Swimwear or undergarments (for hygiene reasons)
- Items returned without prior approval
- Damaged or altered items
- Items shipped beyond the 7-business-day window following return approval
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:
- Be charged to you before we ship your requested exchange item, or
- Be deducted from the value of your issued credit note.
These costs may include (but are not limited to):
- 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.
- Any inbound customs duties, taxes, or import fees incurred during return shipping
- The outbound shipping cost for your exchange item from Stolen Stores HQ to you
- 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
- We strongly recommend using a tracked shipping service for all returns.
- We do not require express shipping—what matters is that the return is shipped within 7 business days of your approval.
- Always provide clear shipping details, including tracking numbers and carrier name.
- If your parcel is uncollected due to missing information, Stolen Stores will not be responsible for any return-related costs charged back to you.
Return Condition Enforcement
Stolen Stores reserves the right to deny any return or exchange if:
- The item is not in original condition
- Tags are missing
- The item shows signs of wear, marks, stains, or odours (e.g. body, perfume)
- The return was not pre-approved in writing
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:
- Email us at info@stolenstores.com within 7 business days of receiving the item.
- Please include clear photos of the fault. These images help us compare with our internal QC database and assess the issue accurately.
- Our team will guide you through the return process. All standard return conditions still apply.
Once we receive your item:
- We will inspect it carefully.
- If the item is confirmed as faulty, we will issue a credit note for use on www.stolenstores.com.
- We will also cover all related shipping, customs, and taxes for the returned item.
Important Notes on Faulty Goods Claims:
- All faulty claims will be verified against our pre-shipment photos and quality records.
- Items that show fair wear and tear, damage from washing, or failure to follow care instructions will not be accepted as faulty.
- If the item is not found to be faulty upon inspection, the claim will be rejected, and the item may be returned to you at your expense.
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.