Returns & Refund
Thank you for your order. We hope you love what you ordered! But just in case you're not 100% satisfied, we've made the process super easy for you.
All our items are made-to-order, including standard size items, Once the tailoring process has begun, the materials can not be reused. But there is still time to change your mind after placing your order. with this in mind, please refer to our cancellation policy below:
-Unpaid order will not be processed. If you do not need it, please simply ignore it.
-Cancel order within 24 hours of payment for a full refund.
-Cancel order 24-48 hours after payment: 80% refund + shipping fee.
-Cancel order 48-72 hours after payment: 50% refund + shipping fee.
-Cancel order 72-120 hours after payment: 30% refund + shipping fee.
-Cancel order > 120 hours after payment: Refund of shipping fee only.
-Once your order has been shipped,it can no longer be cancelled.
If you need to cancel your order, please email email@example.com for help.
2.If you want to change size or color after payment.
Please contact us in 24 hours after payment. Please note color and size can not be changed once the process has begun. If you really want to change size or color, extra cost would be charged. Please contact us.
3.Sizing or Fitting Issues
Our dress size is true to our size chart.So please double check our size chart and make sure the size fit. We also offer custom size, not extra cost.
As all of our dresses are hand-sewn and made to order, the finished gown may vary by approximately one inch in either direction of the specified measurements. We would check the size and measurements before we ship them. Therefore, the mistake on size and measurements are very rare.
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 need to place a new order for the replacement items(we can give you a 40% discount). The original item cannot be returned.You can contact us when you receive the dress.
All dresses made by hand work, although we can’t be careful, there might be some small problems which we can’t be totally avoided, but take it easy, we will do our best to deal with the problem and make you satisfied.
The following conditions can be returned：
1>. If you receive the wrong size, color, or style due to our mistakes, you can return this item and get a full payment of the item back(not include shipping fee), you need to pay the shipping cost and ship this item to us. (Other solutions: we can resend you a correct item, or we can give you a partial refund as compensation).
* If the item is made in accordance with the size you selected but does not fit, it is not our mistake, we're having trouble accepting a refund, because we made the dress according the size you chose or provided, please understand.
* Since computer screens have chromatic aberration ,especially between CRT screen and LCD screen, and the effect of shooting light and angle, we can not guarantee that the color of our products will be exactly the same with the photos you see. Please allow a little chromatic aberration.
* All our dresses are tailored by experienced professionals and hand-made accordingly. Because each dress is hand-made, there may be up to 5% difference between the product picture and the product you receive, please understand.
2>. If the item you receive is damaged, you can return this item and get a full payment of the item back(not include shipping fee), you need to pay the shipping cost and ship this item to us. (Other solutions: we can resend you a correct item, or we can give you a partial refund as compensation)
1. For custom(custom size, custom color or custom style) order, sorry we can't accept returning, please note this policy, because custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
2. We do not accept return for try-order. If you just need one dress, please DO NOT order more than one dress and return other dresses you do not like. Because all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. If you have questions about the order,you can contact us.
3. We refuse return the items back without any quality problems . If you bought it, but not love it after you received it , we refuse return !!!!
4. We highly suggest you choose size carefully. Please double check our size chart and order the correct size. We hold the right to refuse any unreasonable returns, such as a wrong size you provided/chose, but we offer free alternation(you need to pay for shipping back and forth).
Please follow our return guide carefully：
1. If you have any questions, it is best to contact us within 3 days after receiving the item.
Returns are not accepted in the following two cases:
(1). 7 days after the package is signed
(2). After the event date(The date of the event is based on the one notified to us at the beginning)
2. Provide us with photos of the dress, to show evidence of damage or bad quality, this also applies for the size, or incorrect style and color etc.
3. After we confirm that the item complies with our return policy, item must be returned in 7-15 days upon delivery date. The returned item must be unworn, unwashed, unaltered, undamaged, you can try the dress on, but be sure not to stretch it or make any dirty marks, otherwise we will refuse the return.
4. We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
5. After the product is shipped, please tell us the tracking code and logistics channel, so we can track the logistics status.
6. We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
7. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
8. Once confirmed, the refund will be credited back to the original payment method within 7-10 days (the processing time depends on your payment method and bank). Original shipping fee will not be refunded and you need to pay the return shipping fee.
Service email: firstname.lastname@example.org