1. All customized items do not qualify for return or exchange, and neither do gifts.
2. All returned items must be in their original condition - unworn, unwashed, unaltered, undamaged and no smell of perfume.
3. All complaints including return/exchange requests must be made within 14 days upon receipt of your package.
4. All returns without prior approval from our Customer Service will not be accepted.
5. Custom duty (VAT) charged by your government will not be refunded.
6. Rush fee and alteration fee are non-refundable.
1. Standard Sizes
If your product is ordered in a standard size with no other alterations, you can contact our customer service for exchange or return. You will be refunded 80% of total payment with shipping cost subtracted. You will be responsible for return shipping as well. If you enjoyed our free shipping policy, the shipping cost paid by us would be taken from the total refund amount.
Since all dresses are made from scratch our tailoring team spends hours and hours on every dress ordered online and we do not resell sold dresses. We may reject your return request for the reasons below,
1)You delivered us incorrect measurements initially and did not refer to our online size chart.
2)You ordered multiple dresses to try on and decided to keep only one.
2. Quality Issues
Defective or damaged items: If your items were defective or damaged and confirmed by our custom service team, you would be qualified for a refund.
Color mismatch: Although we attempt to represent online colors as accurately as possible, we cannot guarantee that the colors shown on your end will match actual finished products. The tone of lights, Photoshop work of displayed pictures and different settings of computer monitors and screens may cause slight color disobedience.
3. Sizing and Fitting Issues
As all of our dresses are hand-sewn, the finished gowns may vary by approximately one inch in either direction of the specified measurements. To ensure your dress will fit you perfectly, our tailoring team will leave extra fabric in the seams for alteration.
All finished products will go through twice quality control inspection and if you believe the measurements of your dress is off please send us pictures of you in the dress and have a professional measure it.
4. Shipping Issues
If there was an item missing in your order, please contact our customer service to
send you the missing item or ask for a refund.
If local courier lost your package during delivering please contact them ASAP and we will assist you in getting a refund.
If your items were damaged during delivery, please reject the package and inform us.
Step 1: Please send us an email at firstname.lastname@example.org with your Order ID within 14 days upon receipt of your package. Please include an explanation and photographs if possible. The returns without prior approval from our Customer Service are not acceptable.
Step 2: Once our Customer Service approve your request, we will provide you with a return address as well as a Product Return Form. Please go to your local post office and send the item(s) within 7 days upon receiving the return form.
*Note: Please don’t use expedited courier like UPS, DHL or FedEx since we will be charged high custom duty when collecting your returned package. The normal economic Post Office service would be recommended. Please email us tracking number of your returned parcel.
Step 3: We will process the refund as soon as your package is delivered at our facility and inspected. Please be patient since time frame for return shipping might be unpredictable.