Return Policy
Returns and Refunds
Your satisfaction is of utmost importance for us. Upon the arrival of your order, we suggest you open and check your package to make sure the products have been made in accordance of your order specifications. Please try your dresses as soon as possible without altering the dresses, washing the dresses and removing the tags. If you are not satisfied with the products you received, please read our return policy carefully so that we could help you out more quickly and more effectively. Please contact our service team before you return the products you received, they will provide you with some helpful advice. You can send your return request at Contact Us within 14 days upon receiving the parcel. Our service team will offer you further explanation about return process.
Note:
We use US standard size, in case our size might slightly differ from the size in high street, we suggest you measure yourself and choose the size suitable for you. You are encouraged to choose custom-made size.
We Will Issue a Full Refund for any Defective, Damaged or Mis-Shipped Items.
Please read the following return and refund policy carefully.
1. Defective, Damaged or Mis-shipped Items
We will issue a full refund for any defective, damaged or mis-shipped items.
2. Fitting Issues
All our dresses are hand-made, therefore, the dresses will fit you well if you provide us with your exact measurements. The size of each dresses will be inspected strictly twice and taken photos as archives. On the other hand, our tailors have made all our dresses with additional fabric in the seams to allow minor size modifications. Once you measured your dress and found the size is not correct, please send us photos to show the problem, we will help you out at once.
3. Colour Mismatch
The settings of your computer screen may alter the color of the pictures shown on our site. Slight color aberration of your dress may not mean that the dress is defective or mis-shipped. However, if you are positive that you have received the item in a wrong color, please contact our service team, we will also offer you return and refund service.
Items that cannot be returned or exchanged
1. No returns and no exchanges for personalized items.
2. No returns and no exchanges for perishables, earrings (including jewelry sets containing earrings), and personal care items (including lingerie, etc.) due to hygienic reasons.
EXCHANGE POLICY
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.
Return and Refund Process
1. Submit a return request at Contact Us to Customer Service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days from receiving the return form.
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, the funds will be credited back to your original bank account or online payment account.
4. Original shipping fee & return shipping fee will not be refunded.
Note: We will inspect the items returned .Once we confirm there is no problem on the items ,we will issue the refund at once.Generally ,it will takes about 5-12 days for the funds be credited to your original bank account which you used to pay the order .
Terms of use
Please note that all our dresses are made-to-order, which means the dress you order are special for you. Therefore, the dresses can’t be restocked or resold. For this reason, we can’t accept “buy-many-keep-one” order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.
Order Cancellation
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
Cancellation Policy
- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders canceled within 24 to 72 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 72 to 120 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 120 hours after payment confirmation will be eligible for a partial refund of 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.
The return address: please contact our customer service email: [email protected]
