General Return Policies
1. Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s).
Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us and obtain a "Product Return" form that must be included with your package.
2. This return policy does not apply to our business resellers. Please contact us for additional instructions.
Specific Policies for Our Items
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.
- 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.
|Actions||Time Frames||Amount Refunded|
|Cancellation||Within 12 hours of order confirmation||90%||100%|
|Within 12-24 hours of order confirmation||80%||100%|
|Within 24-48 hours of order confirmation||50%||100%|
|Over 48 hours, not shipped||none||100%|
Replacement or Refund
Your satisfaction is of utmost importance to us. Upon arrival of your package, it is suggested that you check the dress to make sure it has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, washing the dress, or removing the tag. Please note that you need to contact us to initiate the returning process.
If you are returning or exchanging dresses or accessories, please make sure they are in their original conditions - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached. You will be responsible for all return shipping costs.
Damaged or Mis-shipped Items
You are qualified to get a full refund if your items are damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements. To ensure that your dress will fit you perfectly, our tailors have reserved additional fabric in the seams to allow minor modifications.
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.
We reserve the right not to accept the returns without prior approval from our Customer Service.
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 upon receiving the return form. Please keep the tracking number safe.
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, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
4. Original shipping fee & return shipping fee will not be refunded.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.