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Frequently Asked Questions

If you don't find an answer to your question, please email us at hello@stitchfix.com

General Information

What is Stitch Fix?

Stitch Fix is the first fashion retailer to blend expert styling, proprietary technology and unique product to deliver a shopping experience that is truly personalized for you. Simply fill out the Stitch Fix Style Profile and our personal stylists will handpick a selection of five clothing items and accessories unique to your taste, budget and lifestyle. You can buy what you like and return the rest!

How does it work?

  1. 1. Fill out your Style Profile

    Begin by filling out the Style Profile. This helps us understand your size, style, shape, budget and lifestyle. Completing your profile should only take about 10 minutes.

  2. 2. Pick the date you’d like to receive your shipment

    We’ll send you a selection of five clothing items and accessories handpicked by personal stylists on the date you choose. At the time your stylist selects your items, you will be charged a $20 styling fee. That $20 will be applied toward anything you keep from your shipment.

  3. 3. Try everything on in the comfort of your home

    We encourage you to try on everything our personal stylists have picked for you because you just never know what will look great on! Create new outfits by pairing what’s in your shipment with the items that are already in your closet.

  4. 4. Buy what you like and return the rest

    a. Take three days to decide what you’ll purchase and what you’d like to send back. You’re only charged for these items when you tell us what you’re keeping and returning.

    b. Check out by logging in to your account to pay for those items you want to keep. The $20 styling fee will be applied toward any items you purchase. If you buy all five items, we’ll give you 25% off the entire purchase!

    c. Simply return the items you don't want in our prepaid mailing bag and drop it at any USPS mailbox. Stitch Fix clients enjoy free shipping both ways as a benefit of using our service!

  5. 5. Tell us what you think!

    Don't forget to give us specific feedback on each of the items you receive. Our personal stylists are able to send you better selections when we know what did and didn’t work for you, and why. Our blog offers a number of tips on the best ways to communicate with your personal stylist.

    If you choose to receive regularly scheduled shipments, we will automatically schedule the delivery date for your next shipment. You can always choose an alternative date that better suits your needs or opt out of regularly scheduled shipments entirely.

    Stitch Fix does not require a membership fee or a monthly subscription.

How much does it cost?

Our average price point is $55 per item, but we carry a wide variety of price points. When you fill out the Style Profile, you tell us how much you are comfortable paying. We do our best to pick items that reflect those preferences. If you choose to buy all 5 pieces, you get a 25% discount off of your entire purchase!

What types of items might you send me?

Because our clients’ tastes are varied we carry a wide range of items. We currently offer pants, skirts, dresses, sweaters, shirts, outerwear, scarves, jewelry and bags. We’re growing and evolving quickly and you can expect to see us add more and more new categories and brands.

What brands can I expect?

We work with over 200 of the best up-and-coming labels and brands — the kinds featured in magazines and on stylish celebs. For example, your shipment might feature clothing by Collective Concepts, Kut From The Kloth, Daniel Rainn, Kensie, L.A. Made, Sanctuary, Mystree or Tart. Part of the fun of Stitch Fix is that we will introduce you to new brands that bring diversity and freshness to your wardrobe!

How is Stitch Fix different than shopping online, or in a store?

The Stitch Fix experience is not merely curated, it’s truly personalized to your taste, budget and lifestyle. Personal stylists handpick a selection of five items just for you. In fact, no two clients have ever received the same selection of items!

Stitch Fix makes shopping not just convenient, but effortless. Like other online retailers, Stitch Fix saves you a trip to the store by shipping items directly to you. But our personal stylists also save you the time and trouble of selecting clothing and accessories. Many of our clients enjoy the ease and convenience of automatically scheduled shipments that arrive at a frequency of their choosing.

At Stitch Fix, our dressing room is your home. We encourage you to try everything on in the comfort of your home and see how the items we send work with what’s already in your closet.

Returns are easy at Stitch Fix. Simply slip the items you’re returning into the prepaid mailing envelope and drop it into any USPS mailbox. Shipping is always free at Stitch Fix!

Who can use Stitch Fix?

We are currently able to style women who wear sizes 0/XS–14/XL, which reflects the size ranges currently available to us from the brands we carry. We are actively working with our brands to increase the range of sizes so that we can deliver great selections to more women.

At this time, we only ship to addresses in the United States.

Do you style men or children?

I forgot my password — how do I reset it?

Enter your email address here and we'll send you instructions for resetting your password.

How do I change my password to something easy to remember?

Sign in to your account page and click on the "Edit" button in the "Your Info" section. You can then change your password to anything you’d like.

I sent an email to hello@stitchfix.com, how soon will someone get back to me?

Email is the best way to get in touch with us, and we aim to answer all inquiries within 48 hours. Our customer service is 100% human and we want to be sure that we give your email the time and attention it deserves. Our team answers inquiries Monday through Saturday. We are closed on many national holidays.

It has been more than 48 hours and I still haven’t received a reply from hello@stitchfix.com — HELP!

First, check your spam folder (and make sure you add hello@stitchfix.com to your address book so that you receive future emails). If you are a gmail user, please look in the Promotions tab of your inbox, drag the email into the Primary tab and click “Yes” to ensure all future emails show up in your inbox. If you still haven’t received a response from our dedicated team, we apologize for the delay and will get back to you soon!

Payment

When will my credit card be charged?

When you enter your credit card information upon completing our Style Profile, your credit card will not be charged. Each time you choose to order a shipment, a $20 styling fee will be charged after your personal stylist begins styling for you. That styling fee will be applied toward anything you purchase in that shipment. You have three days to decide which items you want to keep. You won’t be charged for the clothing and accessories until you decide to keep them. Shipping is always free at Stitch Fix!

What if I see an item in my Stitch Fix package elsewhere for a lower price?

If you find an identical product at another online retailer within 7 days of receiving the item, we will match the lower price for you and for future clients receiving that product. Please email us the details of your item as well as a link to the lower-priced item to hello@stitchfix.com so our buying team can confirm; if the product is identical, we will match the lower price and credit you the difference. We do our best to ensure that our pricing is competitive and appreciate your help in making sure that this is always true.

Scheduling

How often do I have to get a shipment?

You can get a shipment as frequently or as infrequently as you would like. If you do not sign up to receive Automatic shipments, simply log in to your account, select the date that you would like to receive your next shipment and press “Schedule My Shipment”.

Do I have to sign up for automatic shipments?

Not unless you want to! We think regularly scheduled shipments are a truly effortless way to keep your style fresh. You can elect to receive shipments at a frequency that’s right for you—every 2-3 weeks, every month, every other month or quarterly.

We want you to choose the solution that works best for you, whether that means shipments arrive automatically or you place an order manually each time. Stitch Fix does does not require a membership fee or a monthly subscription.

What happens if I sign up for automatic shipments?

After you receive your first shipment, your next shipment will be scheduled automatically at the frequency of your choosing. If you would like to change the date of your next shipment, change the frequency of your automatic shipments, or cancel automatic shipments and schedule future shipments manually, you can do so at any time. Simply choose “Change Your Fix Frequency” on the account page, uncheck the box on the Schedule a Fix page, or contact us via hello@stitchfix.com.

Can I cancel my account?

Of course! But, we hope you won't want to and we'd love the opportunity to make things right. Please let us know if you have any feedback. If you would no longer like to receive shipments or emails from us you can easily cancel your account. Simply email hello@stitchfix.com and we'll take care of the rest. If you'd just like to take a little break from getting shipments, remember that we don’t require a subscription, so you can schedule shipments as frequently or infrequently as you'd like, without having to cancel or delete your Style Profile.

Style Profile

How do I fill out my Style Profile?

The goal of our Style Profile is to share as much information with our personal stylists as possible enabling them to select exactly the right items for you. Simply sign in to your Stitch Fix account and answer all of the questions to the best of your ability.

Some tips on how to get the most out of your style profile:

Be as honest as you can be. We are best able to find the right pieces to flatter your body if we know what sizes you comfortably wear.

Show us the types of clothing you feel comfortable in. Choose the styles you would be comfortable wearing rather than what you think looks good on other people but would never wear yourself.

Give us lots of detail! Tell us what occasions you are looking for — do you want casual weekend wear or tops and accessories to complement your favorite work pants? The more we know about what you need, the better your selection will be.

Include a link to your Pinterest. Pinterest is the best way for our personal stylists to see exactly what items and looks you love. Don’t have a Pinterest or not sure how to get started? Check out Stitch Fix’s Pinterest board and pin your favorite looks from our stylists.

For more tips, visit our blog.

When should I update my Style Profile?

Please feel free to update your Style Profile any time you want to give us new information. Have your sizes shifted? Did you realize you don’t like polka dots? Are you done with blazers and don’t want to get anymore? Tell us! The more information we have, the better our personal stylists will be at sending you items you’ll love!

How does your sizing work?

Please use the size guide we have provided to provide us with your size. Because we constantly validate sizing to ensure consistency among the many brands we carry, we may choose to ship you a different size than what you have included in your Style Profile. Don’t worry about the size on the tag, we are just making sure we are sending you the items that will fit you best!

Do you offer petite sizing?

Yes! We are very excited to offer petite sizes to our clients! We now offer petite along with our regular selection of inventory.

What is the difference between your regular inventory and petite sizes?

Our petite selection offers our clients access to inventory with shorter sleeves, narrower shoulders, and shorter hems and inseams—all to fit you better!

Now that you offer petites, do I need to change my size?

Who are petite sizes offered to?

Our petite sizes are recommended for clients 5’3” and under. If you feel that petite sizes fit you best, and you are over 5’3”, please reach out to customer service at hello@stitchfix.com and they can help you find your best fit.

I'm petite on top, but not bottom. Can I get regular-sizing for certain items & petite sizing for others?

Absolutely! Go to your Style Profile and let us know which categories (tops, bottoms etc.) you are interested in receiving petite items. And, make sure to leave your Stylist a note when you schedule a Fix!

Do you offer maternity items?

Yes! Just let your Stylist know that you would like to receive maternity clothing by updating your Style Profile with your due date. By letting us know when you are due, your Stylist will be able to send you the right pieces at the right time.

Can you style me throughout my pregnancy?

Yes! We can style around your bump through all three trimesters and even post-baby. Let us know your due date and your Stylist can take it from there.

If I’m pregnant do I need to change my size?

No need to change your sizes—they stay the same! Just indicate that you’re pregnant in your Style Profile. If for any reason you’d like to update your size, you always have the option in your Style Profile.

Your Shipment

Can I request specific pieces?

We do our best to fulfill these requests, but sometimes the specific items requested are out of stock. We recommend giving your personal stylist an idea of what types of pieces you are looking for rather than exact pieces so that she can choose new items you will love. For example, instead of a specific blouse, please let her know you’d love a drapey, colorful shirt and then she can choose the best piece for you from our current inventory.

Can my styling fee be carried over to my next shipment?

Your styling fee can only be applied to the purchase of anything in your current shipment. It does not roll over to your next shipment and cannot be refunded. Most of our clients fall in love with at least one item in each shipment.

How closely will you match my style?

We will send things we think you'll love. But, occasionally, we think you will love things that are slightly outside of your comfort zone — that's part of the fun of having Stitch Fix style for you. Be sure to try everything on that’s in your box. You may be surprised by what you love once you put it on!

What type of feedback should I give when I checkout?

The more feedback you give us, the better we can learn your personal preferences. Try to make your feedback as specific as possible. If you tell us “this shirt was too tight in the shoulders and I don’t like prints”, it is much more useful than if you tell us “I totally hate this shirt”. For more tips, look here.

Shipping

How does shipping work?

Stitch Fix clients enjoy free shipping both ways as a benefit of using our service! We use both FedEx and USPS to ship packages to you but don’t worry — you won’t need to sign for your package either way. When you are done trying things on, just pop the items you don’t want into your prepaid envelope and drop it off at any USPS pickup location.

Can I track my shipment?

You will receive an email with a tracking number once your package has shipped. Within 24 hours of receiving this notification, you should be able to track your package. Unfortunately you cannot track your items after you have sent them back to us — we will get in touch with you if there are any issues.

Where can you ship to?

At this time, we can only ship to U.S. addresses, including APO/FPO/DPO addresses.

Is a signature required to have my package delivered?

No. However, while we request that no signature be required for delivery, on occasion FedEx or USPS may require it for security reasons.

What if my package is going to the wrong address?

Returns & Exchanges

How do returns work?

A return envelope with a prepaid shipping label is included in each package. Returns may be dropped off in any USPS drop box or post office.

How long do I have to send back the items I don’t want to keep?

Returns are due back in the mail three days after you receive the package (for example, if your shipment arrives on Monday, we ask that you drop your returns in the mail by that Thursday.) If the third day falls on a Sunday or holiday, please drop your return envelope in the mail the following business day. Please let us know if you don’t get your package on time or if the post office has lost your package by emailing hello@stitchfix.com and we will make an exception on your return date. If your return has not been postmarked within three days of receipt, we will assume you are keeping all five items and charge your credit card for the entire shipment. We can't accept additional returns after your initial return is sent. Please make sure you try everything on before you drop your package in the mail.

Can I get another size or do an exchange?

We work hard to get your size right using the information we have about your body type and size. Everything we order is limited quantity and cut-to-order, which means that while we can get you unique and interesting pieces, sometimes we are unable to accommodate size exchanges. If you absolutely love an item, but need a different size, you can contact us via email at hello@stitchfix.com and we will try our best to find that item in a different size.

Gift Cards

Do you sell gift cards?

How do I redeem a gift card?

Redeem your gift card here. You must be signed in as a Stitch Fix user to apply it to your account.

Why do I have to put in my credit card information if I have a gift card?

We ask you to put in your credit card information just in case you want to purchase more than the value of your gift card. If you choose to keep less than the value of your gift card, nothing will be charged to your credit card!

Referral Program

How does the referral program work?

Each customer gets a unique referral link to share with friends. For each friend who signs up and orders a shipment, you will get $25 in Stitch Fix credit! The credit will be deposited in your account as soon as your friend’s package has shipped.

What if my referral credit does not come through?

If you are sure that your friend’s package has shipped, but your credit has not appeared in your account, please send an email to hello@stitchfix.com and we will help fix the problem!

I ordered a shipment using my referral credit but it looks like I only have $5 in my account. What happened?

When we begin styling your shipment, we typically charge your credit card for the $20 styling fee. When you have referral credit we apply that toward the $20 styling fee instead of charging your card. On your account page you will see that your referral credit has been applied towards your styling fee and a $5 credit remains. Don’t worry – the $20 styling fee will be applied as credit towards any items you purchase from your shipment!