HELP CENTER
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How do I return something to you?Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return. 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 DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe. I've returned my item; how soon will I receive my refund?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. In most cases, we will refund your money within 24 hours. Once the refund has been processed by us. The time it takes to receive your refund will differ based on the payment method you used. Credit/Debit Card: It will take 10-15 days for your credit card company to process the refund and credit your account. Paypal: It will take 1 days to process the refund your paypal account. All PayPal payment can only be refunded via PayPal.All Credit Card payment will only be refunded to the original Credit Card. Please note: We reserve the right not to accept the returns without prior approval of our customer service. General Return Policies
Specific Policies for Our ItemsOrder CancellationWe 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 PolicyOnce 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.
If you would like to cancel your order, please login to "My Orders", select the order you need help with, and request cancellation. Replacement or RefundYour 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. Defective, Damaged or Mis-shipped ItemsYou are qualified to get a full refund if your items are defective, 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 IssuesAs 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. Size DeviationIf your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you up to 30% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. Copy of the receipt must be provided to request reimbursement. Item is the size you ordered but does not fitPlease understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged. Your option is to look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, re-sizing may not be possible. Color MismatchThe settings of your computer screen may alter the color of the pictures shown on the site. Slight color aberration 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 Customer Service to see if a return or refund is possible. Items that cannot be returned or exchanged1. 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. Return Process1. Submit a return request at Contact Us to Customer Service within 7 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 DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. 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. All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card. Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition. |