Refund policy

At Stern Couture, all dresses are made to order after an order is placed. Because each dress is produced specifically for the customer, we do not accept returns or refunds for change of mind, incorrect size selection, incorrect customer-provided measurements, or personal preference, except where otherwise required by applicable law.

By placing an order with Stern Couture, you acknowledge and agree to the terms below.

1. Made-to-Order Dresses

All Stern Couture dresses are made to order.

Our estimated production times are:

• Regular and occasion dresses: approximately 2 weeks before shipping.
• Wedding dresses: approximately 4 weeks before shipping.

Once production is completed, estimated shipping time is approximately 7–10 days, depending on the destination and shipping carrier.

Production times are estimates and may occasionally be extended due to production or other circumstances. If we anticipate a significant delay, we will contact you by email and inform you of the situation. You may then decide whether you wish to maintain your order, subject to applicable law.

2. Standard Sizes and Custom Measurements

Customers may select one of our available standard sizes or request a dress made according to their measurements.

If you choose custom measurements, we will provide you with the required measurements and measurement instructions by email.

You are responsible for providing accurate measurements and following the measurement instructions carefully.

Stern Couture does not verify or independently confirm customer-provided measurements.

If incorrect measurements are provided by the customer, the resulting fit issue is not considered a manufacturing defect. Such orders are not eligible for a refund, return, remake, or compensation, except where otherwise required by applicable law.

3. Changes to Orders

Because our dresses are made to order, changes can only be requested within 24 hours after the order is placed.

Within this 24-hour period, you may contact us regarding changes to your:

• size;
• custom measurements;
• color;
• design;
• or other order information.

After 24 hours, no changes can be made to the order.

Please carefully review all order information before completing your purchase.

4. Order Cancellations

Orders may be cancelled only within 24 hours of being placed.

After the 24-hour period has expired, the order is considered final and may proceed to production.

Once production has started, the order cannot be cancelled, except where otherwise required by applicable law.

5. No Returns for Change of Mind or Fit

Because our dresses are made to order, we do not accept returns or refunds for:

• change of mind;
• no longer wanting the dress;
• choosing the wrong standard size;
• providing incorrect custom measurements;
• a dress not fitting as expected due to customer-provided measurements;
• personal preferences regarding fit, style or appearance;
• minor differences in color caused by lighting, photography, or individual screens;
• or any other reason unrelated to a confirmed manufacturing defect or qualifying shipping issue.

We do not offer standard exchanges.

6. Defective or Incorrect Items

Every dress is inspected before shipment as part of our quality-control process.

If you believe that your dress has a genuine manufacturing defect or that you received an incorrect dress, please contact us at contact@sterncouture.com within 48 hours of delivery.

Potential qualifying defects may include:

• significant sewing or construction defects;
• receiving a different dress or design from the one ordered;
• or another significant manufacturing defect.

To allow us to investigate the issue, you must provide clear photographs and/or videos showing the problem.

We may request additional information, photographs, or videos before determining whether the issue qualifies as a manufacturing defect.

If a manufacturing defect or incorrect item is confirmed, we will determine the appropriate resolution based on the circumstances and applicable law. This may include a repair, replacement/remake, or refund.

7. Refunds for Confirmed Defects

If a refund is approved because of a confirmed manufacturing defect or because we sent an incorrect item, the refund will be issued to the original payment method.

Where applicable and where the issue is confirmed to be our responsibility, the refund may include:

• the purchase price of the affected item;
• the original shipping cost; and
• reasonable return shipping costs.

Refunds will be processed promptly after approval. The time for the funds to appear in your account may depend on your payment provider or financial institution.

8. Damaged Packages

If your package arrives visibly damaged, please contact us as soon as possible and provide photographs of:

• the exterior packaging;
• any visible damage;
• and the dress or other contents.

We will investigate the matter with the shipping carrier and, where applicable, its insurance provider.

Any resolution will depend on the outcome of the investigation and the circumstances of the shipment.

9. Lost Packages

If your package is lost during transit, please contact us at contact@sterncouture.com.

We will investigate the shipment with the relevant shipping carrier.

Depending on the outcome of the investigation, available shipping insurance, and the circumstances of the shipment, we may offer a replacement or refund where appropriate and in accordance with applicable law.

10. Packages Returned to Us

If a package is returned to Stern Couture because of circumstances attributable to the customer, including:

• an incorrect or incomplete shipping address;
• failure to collect the package;
• refusal of delivery;
• failure to respond to delivery attempts;
• refusal to pay applicable customs duties, taxes, or other charges; or
• another customer-related reason,

the order is not eligible for a refund, except where otherwise required by applicable law.

If reshipment is available, the customer will be responsible for the applicable additional shipping costs.

11. Customs and Import Charges

Customers may be responsible for customs duties, import taxes, VAT, or other charges imposed by the destination country.

While many applicable charges may be collected or handled during the ordering or shipping process, additional charges may apply depending on the destination and local regulations. Customers in certain destinations, including the United States and United Kingdom, may be subject to additional customs, tax, or import charges.

Stern Couture is not responsible for delays caused by customs authorities.

If a customer refuses to pay applicable customs duties, taxes, or other charges and the package is returned to us, the order is not eligible for a refund, except where otherwise required by applicable law.

12. EU Consumer Rights

For customers located in the European Union, the statutory 14-day right of withdrawal generally does not apply to goods made to the consumer's specifications or clearly personalized, where the applicable legal conditions for this exemption are met.

Because Stern Couture dresses are made to order and may be produced according to customer-provided measurements or other customer-selected specifications, the 14-day withdrawal right may not apply to such orders where permitted by applicable law.

However, nothing in this policy limits or excludes mandatory consumer rights that cannot legally be excluded, including applicable rights relating to defective or non-conforming goods.

13. Contact Us

If you have a question about your order, measurements, a potential defect, shipping issue, return, or refund, please contact us at:

Stern Couture
Email: contact@sterncouture.com

Please include your order number and, where applicable, clear photographs or videos showing the issue.