RETURN POLICY

While we really hope you love what you ordered as much as we do, in case you are not 100% satisfied, we’ve made the process simple.

Stage 9 Secrets offers a full store credit or exchange for eligible returning items.

Policy

Requests for return must be made within 4 days of your order being marked delivered.
We gladly accept unworn, unmarked, and unaltered items with all original tags and labels attached for a full Store Credit.
To initiate a return please visit our return portal HERE, or email: contact@stage9secrets.com with your order number and reason for return.
Return shipping is the responsibility of the customer. Once received and approved, your request for exchange or store credit will be issued.
By checking out with a successful purchase you agree to our Store Policy

We have created our policy in the best interest of our customers while also doing our part to limit our carbon footprint. We fairly taking into consideration the economics of purchasing, making and distributing our designer gowns, and gladly accept unworn, unmarked, unaltered items with all tags still attached for a full Store Credit that never expires.

START A RETURN OR EXCHANGE

Start a return by visiting our return portal HERE. Customers must notify us within 4 days from the date your package being marked as delivered. We gladly accept a return of unworn, unwashed, unscented, unmarked, unaltered and undamaged merchandise with all tags intact for an online store credit. We do not provide return labels.

All returns must be made to our location:

STAGE 9 SECRETS
ATTN: RETURNS
91 Rylander Blvd
Unit 7 – 496
Toronto, Canada
M1B 5M5

Items returned that do not meet the above requirements will not be issued a credit and you will be responsible for return postage back to you. We reserve the right to refuse a returned item if there are any signs of wear, alteration, or damage. While some items ship directly from our designers, all returns and exchanges must be shipped to the return address listed above within 10 days of you requesting a return/ exchange in order to be accepted. We are not liable for any mis-shipped, lost or stolen returning shipments.

If you send back an item that does not qualify for a return OR if we receive a package back from the shipping carrier due to the address provided being undeliverable ( including refusing import fees ), you will be responsible to pay for the second shipping charge and additional fee's may be applicable. When preparing your return items for shipping, you will be asked to kindly provide us with the tracking number of your returning package so that we can easily monitor its status. Once your return has been received and approved, you will be notified by email along with your issued credit. We accept one return per item purchased only.

Please note we do not issue refunds. If you place a separate order for a different size or item BEFORE you receive your store credit, we will not be able to retroactively apply the store credit to a previous order.

Your online credit never expires, so there is never a rush in selecting a new style. Start a return or exchange by visiting our return portal HERE

EXCHANGING AN ITEM

Items can be exchanged for either another size OR another design of the same value. Once we have received your returning item you will be issued your exchange and emailed a new tracking number.

If the item you are wanting to exchange is not for the same value, this will then be processed as a return. Once the return has been processed you can use the issued store credit for the new item of interest.

Please note all exchanges and purchases made with store credit are final sale.

FINAL SALE ITEMS

Return authorization numbers will be issued to eligible items. Please note items marked as, Clearance or Special Order as well as items purchased with Store Credit are FINAL SALE and are not eligible for exchange or return.

ORDER CANCELLATION / PRE-ORDERS / DAMAGED ITEMS

CANCEL AN ORDER
In the event you wish to cancel an order / back order / pre-order item, orders may be canceled for a full refund so long as the order has not yet been processed or assigned a tracking number for shipping. If the order has already been processed, customers must wait to receive their product and then proceed with the stated policy for return.

Special Order Items

In the event you wish to cancel a Special Order Item, orders may be canceled for a full refund so long as the order has not yet been processed or started production. Items marked or stated as a special order are final sale items and cannot be returned or exchanged.

Damaged Item
For manufacturing defects or damaged dress, please notify us of the issue contact@stage9secrets within 2 days of you receiving your delivery. If we are not notified past the two days of you receiving the item, it cannot qualify for a return or replacement. You must include a photo of the damage/defect with your email for us to address your concern. In the event you receive a damaged item, we will ship you a replacement of the same dress. If you do not want a replacement, a 118% store credit will be issued.

UNDELIVERABLE / REJECTED DELIVERIES

Our standard processing time is 2-3 business days and 4 days shipping across the U.S.A with our complimentary free shipping option. If an order is undeliverable or rejected for any reason, returning shipments will incur a 25% penalty and issued a store credit.