We are sorry to bring you inconvenience. If you are not satisfied with your order, please contact our customer service to initiate the return process within 14 days upon receiving your item(s).
You can get refund for Defective, Damaged or Mis-shipped items, Size Deviation & Color Mismatch problems, etc.
- Please do not return items without consulting with our customer service. Our customer service will initiate the return process with you.
- Upon receiving your return, the item will be reviewed by our Quality Assurance department. Please note that items showing signs of wear, altered, resized, or damaged in any way cannot be accepted for return.
- Any unauthorized, improperly packaged, or non-insured packages will be returned to sender
Please contact our customer support before sending back any products. All inquiries must be submitted no later than 14 days after receiving the shipment. The product must be returned to us undamaged, unsoiled, unwashed, unaltered or not worn other than to try the product(s) on and in the same state that it was sold to you. Please note that any labels or tags must remain intact and the product(s) should be returned in or with its original packaging. If the gifts are sent with your product, you need return it as well.
Your order is eligible to a full refund if the product which you have received is:
If you receive a damaged product, please contact us immediately. Be very descriptive about the damages and upload meaningful pictures of the damage. After we receive your requests, we will handle it within 48 hours.
In case you have received a different product, please contact us within 14 days. Please upload meaningful pictures of the received product. We will process it within 24 hours.
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 still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications. If your dress size differs from the specifications of your order by more than one inch, please feel free to choose from the following options:
You are encouraged to find a local tailor to make adjustments. We will reimburse you for up to 10% of the product price as tailoring costs.
You are allowed to send back the dress for free alterations, but you need pay for the back and forth shipping cost.
Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
The settings of your computer screen may alter the color of the pictures shown on our site. Slight color aberration of your dress and the color shown on screen 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. There are 3 main factors that cause 90% of the color issues.
Color calibration of your device, every computer screen or mobile device might display the colors in a different way
Digital contrast enhancements of the particular image can contribute to the illusion of a wrong color
The photographer's camera, the lighting set and background can make the dress color look different
The only way to ensure that you are really getting the correct color is to buy a color swatch from us.
If our dressmakers or the partners deliver the wrong dress to us and then we deliver that dress to you. You are eligible for a full refund.
You are eligible for a partial refund if the products which you have received are in the following situations:
If your custom tailored product needs a tailor, because the size is not proper, we might be able to support you with the tailoring bill. Please contact our customer support for details.
If your dresses are missing custom features that you make note in your order (e.g. flower decor on the dress), then you are eligible for a partial refund. Please contact our customer service for details.
If your expedited order did not arrive on time, we will return you the expedited processing fee. Please contact our customer service.
|Products||Time Frames||Amount Refunded|
e.g. dresses, shoes, etc.
|within 6 hours||100%||100%|
|over 24 hours||less than 50%||100%|
|within 6 hours||100%||100%|
|over 24 hours||50%||100%|
Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.
- Step 1
Submit a return request to our Customer Service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return. Please note that returns will not be accepted without prior approval from our Customer Service.
- Step 2
Once our Customer Service has approved your request, we will provide you with return address and "Product Return Form". Please send the item(s) through your local post office within 3-5 business days. Please note we won't pay any tax or customs fee if it occurs.
- Step 3
Once received at our facility, your return will be processed within 48 hours. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account.
Original shipping fee & return shipping fee will not be refunded
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.