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FAQs

HOW CAN I RETURN MY ITEMS?

Staiy is an intermediary, connecting people and the best sustainable brands. 

For this reason, the item to return is to be shipped back directly to the Brands. To make it easier for you, we have prepared a brand by brand list under the Returns Policy page, stating the relevant information to the return. Make sure to check your brand’s policy to ensure a compliant return. 

To keep your footprint low, please return defective items only: for any other reason, think of a friend that would love your purchase. With a gift, you will avoid extra CO2 emissions and spread the good vibe!

Should you have any further questions or concern, you can contact general@staiy.com.

WHEN WILL I BE REFUNDED?

Once your brand receives and validates your return, they will refund your account. Please take into account that the process of delivery and validation of your return can take up to 30 days. As a company, we incentivise our partner brands to fulfill the reimbursement immediately after validation, to ensure that you always have a great experience.


WHERE IS MY PACKAGE SHIPPED FROM AND WHY DO I RECEIVE SEPARATE PARCELS?

Staiy facilitates the connection between conscious brands and its community. For this reason, every sale happens in between the brand and the community member. 

Your package is shipped from the warehouses (or studios) of your chosen brand. For this reason, you will receive different parcels if you order from different brands in the same checkout.

We are working hard to implement a solution that could lower the impact of these separate parcels. We are placing our efforts in merging the parcels at the earliest stage possible and ensure the greenest form of delivery.


WHAT ARE THE DELIVERY TIMES?

Delivery times are comprehended between 3 to 5 working days. If your package did not arrive within this time frame, please contact hello@staiy.com with object DELAY. 

Remember that made-to-order items have a longer delivery time frame, which you can check in your item’s “product description” Made-to-order is among the most sustainable techniques of production as it is a zero-waste practice. It consists in crafting the garments only upon preorder, to ensure that no resources go to waste as unsold inventory.

HOW CAN I MAKE SURE MY PURCHASE WAS MADE CORRECTLY?

When an order is completed you will receive a confirmation in your mailbox. If you would like to reconfirm this please send an email to: customercare@staiy.com


CAN I CANCEL MY ORDER?

You may cancel your order, but only within 2 hours after your purchase, as we have to immediately communicate this to the brand. In this case, please inform us at customercare@staiy.com

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT / DEFECTIVE ITEM?

If you receive an incorrect or defective item, please inform us immediately. You will then receive a return label to send back the parcel and then a new item will be shipped out.


HOW CAN I CONTACT THE CUSTOMER SERVICE DEPARTMENT?

Please contact us at customercare@staiy.com


WHAT IS STAIY'S ALGORITHM AND WHAT DOES IT DO?

To personalise the experience for its community, Staiy has developed a style-personalisation algorithm. This tool is here to assist you and walk you through relevant choices, based on your personal style: just as you would in a physical store with a skilled assistant.

The STAIY algorithm takes advantage of the universal language of images. It is able to scan product pictures to determine the style of an item, and detect the ones that fit with the individual style of the consumer. It allows for a dedicated experience that respects each user's style.

On a practical level, the app’s onboarding questionnaire serves as a first style direction, after which the in-app feedback (likes & dislikes) allow for unique personalization of the offering. The possibility of evaluating a displayed item renders the consumer experience very interactive, while refining the recommendation process and enhancing a quality time on the platform.

WHAT DATA IS COLLECTED FOR THE RECOMMENDATION?

To assess a customer style, we collect in-app or in-website data only. This type of data is the one that the consumer voluntarily provides to enhance its consumer experience. To benefit from the perks of our algorithm, users need to create a profile that allows them to enter the Staiy community.


HOW IS SUSTAINABILITY DEFINED?

Sustainability is a broad term, of which boundaries are tough to draw. At Staiy, we define sustainability under 5 Pillars: Water, Air, Materials, Work Conditions and Commitment.

The impact of our brands under these five pillars is evaluated in a standardized method, which guarantees objectivity: our Staiy Sustainability Evaluation. Good results are rewarded with the Impact Points, assigned individually to each brand.


WHAT IS THE IMPACT POINTS SYSTEM?

The Impact Points System is a tool used to inform in a transparent and intuitive way the sustainability efforts of a brand. Each brand achieves Impact Points based on the result of their Staiy Sustainability Evaluation. This evaluation assesses five areas: Water, Air, Materials, Work Conditions, Commitment. You can easily see each brand’s score under the brands’ individual profiles.


HOW DO I BENEFIT FROM IT?

When purchasing a product, our users receive the points assigned to the related brand. Once you have collected enough, you can turn your Impact Points into a donation to a non-for-profit organization working for a better tomorrow.

Staiy is proud to financially support the causes that matter for the welfare of society, giving up part of its profits to extend the positive impact made on our planet. 


WHO DO I DONATE MY IMPACT POINTS TO?

Staiy only partners with non-for-profit organizations. For our debut partnership, we chose to collaborate with One Tree Planted, in order to offset the carbon emissions arising from our deliveries. The non-profit organization leads global reforestation efforts while collaborating with local communities. Supporting them means contributing to better air quality worldwide, restoring our planet’s ecosystem and creating better opportunities for its inhabitants. The projects we chose are four:

1. Empowering Woman in Rwanda
2. Restoring the Amazon Rainforest in Peru
3. Protecting Endangered Wildlife in Indonesia
4. Providing a Source of Water in Kenia

Find out more about your Impact Points & Donations on your Profile page (https://staiy.com/profile/footprint).

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