Note: Please read the following return policy carefully before placing your order. Upon successful purchase on our website, you acknowledge and agree to our return policy. We highlight some important terms underline or color.
0. Introduction to the return policy
0.1. You can get refunds for defective, damaged or mishandled items, dimensional deviations and color mismatch issues. Our dresses are custom made and we can't accept returns if we ship the correct order.
0.2. Please note that dresses that do not meet the requirements but do not meet your order specifications cannot be returned.
0.3. You may not exchange or refund "everything is right, but I just don't like it."
1. General return policy
1.1. We do not refund unconditionally. You need to provide an image to prove the problem in as much detail as possible, and we took a photo of the dress before giving birth to avoid fraud.
1.2. Within 7 days of receiving your item, please contact our customer service department to initiate the return process.
1.3. We only accept products in their original condition and we cannot process any returned products without our approval. If you wish to return any or all parts of the order, you will need to contact Customer Service. No refunds or exchanges will be made for any returns that are not approved by us.
1.4. Incorrectly shipped product: Once we confirm your wrong shipment (the shipped item is not the ordered item), we will be responsible for the item exchange. You can also return the product and receive a full refund.
1.5. Incorrect color: If the color of the item you received is not the one you ordered, you are eligible for a refund.
Please note that we do not accept any items returned by the color difference caused by the display or weather conditions.
2. Cancellation policy
We understand that ordering a dress for your special occasion is a very important task, and our cancellation policy is based on this. However, it is important to note that our dresses are custom made and the material cannot be reused once the cutting process begins. The good news is that you still have time to change your mind after placing an order. For more information, please see the cancellation policy below.
2.1. After 3 days, the unpaid order will be cancelled automatically. We receive hundreds of test orders every day, and our members use it to quote certain shopping cart contents and save invoices for future reference.
2.2. Orders cancelled within 6 hours of payment confirmation will be eligible for a full refund.
2.3. Orders cancelled 6 to 12 hours after payment confirmation will be eligible for a partial refund, including full shipping and 90% product purchase price to cover material costs.
2.4. Orders cancelled 12 to 24 hours after payment confirmation will be eligible for partial refunds, including full shipping and 70% product purchase price, to cover material costs and necessary labor costs.
2.5. Orders cancelled more than 24 hours after payment confirmation will be eligible for partial refund (up to 50% of the product purchase price, exact refund depending on cancellation time), including full shipping.
2.6. Once the order is shipped, the order cannot be cancelled.
2.7. Orders that are not paid within 72 hours will be automatically cancelled by our system.
If you would like to cancel your order, please click "Contact Us" to continue.
3. Return replacement or refund
Your satisfaction is critical to our team. After your package arrives, it is recommended that you check and make sure the clothes are made to your order specifications. Please try on your clothes as soon as possible, don't change, remove labels or wash clothes.
If you are returning or replacing dresses or accessories, make sure they are in their original condition - not worn, unwashed, unmodified, undamaged, clean, no lint and hair, labels intact and labeled.
3.1. Defective, damaged or improperly transported items
You are eligible if your item is defective, damaged or shipped incorrectly. If you believe that your item has been damaged during delivery, you must first obtain a “Certificate of Damage” from your shipping carrier, which must be included in the package you returned.
If you want a refund, you will be charged for the cost of shipping the product back to us. After returning the dress, we will check the dress to ensure that the defect is our responsibility and we will provide you with a full refund within 16-20 days. However, if the defect is within the above 10% difference, we can only provide you with a partial refund of 20%-50%. We hope that you understand.
3.2. Size adjustment or fitting problem
Since all of our dresses are hand-stitched and customized, the finished dress may vary by about an inch in either direction of the specified size. To ensure that your dress still fits perfectly, our tailors create all the dresses at the seams for small size modifications.
3.2.1. Size deviation
If your dress size differs from the order size by more than an inch, feel free to choose the following options:
We encourage you to find local tailors to make adjustments. In this case, we will reimburse you up to 10% of the product price based on the cutting cost. If you choose this option, please remember to ask your tailor for a receipt, as a copy must be provided when applying for reimbursement.
You can return the dress to the free change, but you will need to pay for the return shipping. (We do not accept your confirmation without the confirmation of the customer service department.)
3.2.2. The dress is the size you ordered, but it is not suitable
Please note that dresses that do not meet the requirements but do not meet your order specifications cannot be returned.
You can go to your local tailor shop or a professional tailor shop to resize your clothes.
Please note that if your order size is too different from the final size request, you may not be able to resize.
Note: If the size is right, we do not accept any returns or refunds. According to your own order information, you actually measured the wrong size. We recommend that you customize the dimensions, but do not choose a standard size and measure it with a professional local tailor.
3.3. Color does not match
Your computer screen settings may change the color of the images displayed on our website. The slight color difference of your clothes and the color displayed on the screen may not mean that the clothes are defective or transported incorrectly. However, if you are sure you have received the wrong color, please contact Customer Service to ensure that you can return or refund.
Note: If the color is correct, we do not accept any returns or refunds, depending on the color information on the order. If you like the colors shown on the image, select the option: "Show as image", but not the color you are considering.
4. Special policy
4.1. Please note that items returned on unacceptable conditions will not be processed as refunds and will be returned to you.
4.2. If your return or refund is accepted, we will send you a return address. Please do not return to our company's address or courier address "shipping". Our QC department will check the items you return, but will not check the major companies, authorized stores or factories. If you return the wrong address, the item will be shipped back to you.
4.3. If you select "Emergency Order" on our website, the emergency order fee will not be refunded.
4.4. When accepting returns, exchanges or refunds, the customer bears the return shipping cost.
4.5. All PayPal payments can only be refunded via PayPal and all credit card payments can only be refunded to the original credit card.
4.6. Please note that due to different numbers, sizes, colors, etc., custom dresses cannot be 100% identical to our models. If you care about this, please do not buy.
5. Return process
5.1. Within 7 days of receiving the order, we will submit a return request to Customer Service by contacting us. Please provide a photo and photo of the reason and return reason.
Please note that returns are not accepted without the prior approval of our customer service department.
5.2. Once our customer service department approves your request, we will provide you with a return address. Please send a DHL project (we can only receive it from DHL) and give us a tracking number. Please do not use the courier company such as UPS or FedEx to return the parcel, as we will not pay the customs fees that may be incurred.
5.3. Once we receive our factory, your return will be processed within 24 hours. Once you have confirmed and checked your return, please allow up to two billing cycles to credit it to your account.