| Return Timeframe | Returns accepted within 14 days of receiving the dress |
|---|---|
| Process |
1.Contact customer service,
describing the issue and providing images
of the problem.
2.Receive a reasonable return solution & form. 3.Ship the dress to the designated address. 4.Receive the refund. |
| Cost | Specific refund amounts depend on the circumstances, with partial or full refunds considered. (Customer is responsible for return shipping costs. Eg: if the shipping fee is US $30, the customer needs to pay it. ) |
| Processing Time | Refunds will be processed within 10-15 business days . |
| Conditions |
1.Returns will not be accepted if the user causes the item to be
unsellable, as described above, after receiving the product. 2.Returns will not be accepted for customer-selected wrong sizes or colors, leading to issues of fit or personal preference. 3.Due to factory-related issues causing size or color problems, partial or full refunds will be processed. |
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.
Returns are available for standard sizes within 14 days. Custom sizes are personalized products and cannot be resold. So Custom sizes are final sale. After a final sale, due to hygiene reasons, we are unable to process returns, refunds, or exchanges for all personalized items, fabric swatches, perishable goods, earrings (including earring sets), and personal care products (including underwear), veils and accessories, etc, as well as any items deemed perishable or hygienic.
As all items (including standard size) are made-to-order, we cannot afford to accept the 'buy-many-keep-one' purchase. In order to reduce environmental waste and resource waste, we do not recommend the charge of 'buy-many-keep-one'. so, our customer service team may cancel an order believed to have been made with that intention.
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
- Orders canceled within 12 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 90% of product purchase price.
- Orders canceled within 12-24 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
- Orders canceled within 24-48 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
- Orders canceled beyond 48 hours after payment confirmation will be eligible for full shipping cost only.
- Once your order has been shipped, it can no longer be canceled.
If you would like to cancel your order, please log in to My Orders, select the order you need help with, and request cancellation. Or please click Contact Us to proceed.
As all of our dresses are hand-sewn and custom-tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.
a> The dress is not the size you ordered
Should your dress size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 20% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
b> The dress is the size you ordered but does not fit
Dresses that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost. Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
When making a purchase, you can utilize your Gift Card by entering its code during the checkout process. The Gift Card value will be deducted from your total purchase amount. If the total exceeds the Gift Card amount, you'll need to choose an additional payment method for the remaining balance.
Kindly be aware that each order can only use one Gift Card; stacking or combining multiple Gift Cards for the same order is not permissible.
Furthermore, please note that purchases made using Gift Cards are non-refundable.
In order to have the free products shipped, they must be purchased in conjunction with the dress. If they are bought separately, they will not be eligible for shipping. In the event that a refund is requested for all the dresses, the associated free products must also be returned alongside the dresses.