Returns & Refunds
- Contact our Customer Service to initiate the return process within 7 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 parts or all 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.
- Mis-shipped products: Once we have confirmed your mis-shipped items (item shipped different from item ordered), we will be responsible for the item exchange and postage. You may also return the product and get a full refund including postage.
- Colour Errors: If the colour of the item received is not what was ordered, you are qualified to get a full refund.
- 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.
– Unpaid orders will be cancelled automatically after 5 days. – Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
– Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
– Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
– Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
– Once your order has been shipped, it can no longer be cancelled.
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 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.
Defective, Damaged or Mis-shipped Items
You 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 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.
If 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 40% 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 fit
Please 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.
The settings of your computer screen may alter the colour of the pictures shown on the site. Slight colour 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 colour, please contact Customer Service to see if a return or refund is possible.
Items that cannot be returned or exchanged
- 1. No returns and no exchanges for personalized items.
- No returns and no exchanges for perishables, earrings (including jewellery sets containing earrings), and personal care items (including lingerie, etc.) due to hygienic reasons.
- 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 Team.
- Once our Customer Service Team 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.
- 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 Worldpay and Paypal payments can only be refunded via Worldpay; or 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.
All the orders are processed according to order confirmation we get from customers, and we are trying our best to satisfy all customers. All orders placed on our website should obey the following policies under any conditions.
– We only accept returns if there are obvious quality problems which exclude size problems, colour problems, and wrong shipping times.
– Your requests must be received within 24 hours after you signaturing your order, otherwise we will not accept.
– Colour Aberration exists due to the colour effect of different PC monitors and weather conditions. This problem cannot be treated as quality problem under any conditions.
– For custom-made dresses, we cannot accept any returns, please find a professional tailor to measure you and keep fit. But we can revise it for you if you can pay for shipping back fee.
– For standard size dresses, if there are any size problems, please take some photographs on the merchandise by laying it on the ground and place a tape ruler to measure out the problem. Customers shall submit the photographs to firstname.lastname@example.org and our customer service may have the designated personnel to deal with the dispute and a reply will be offered within 24 hours.
-We don’t take any responsibility on the delaying of your confirmation email received by us. Usually after getting your full payment we will send you email of order confirmation to re-confirm all your order details to avoid any mistakes, if your order can not be confirmed within 5 business days after the payment date, we will make your order according to the confirmation email we sent before.
– We cannot offer refund for sake of late remittance for your order. If you decide to order, please choose correct payment method according to your event date.
– We make dresses strictly according to the confirmation email you confirmed. The style, fabrics are the same as the website stated. All the requests for returns because of the reasons such as not like the pictures we offer, dissatisfy about the quality and not like the fabric, etc. are not accepted
– We do not accept the request for return if your received product does not meet your requirement on the hang of the style from the original product design. Any changed items from original design CAN NOT be returned or exchanged under any circumstances.
– All returned items must be in original package and condition. If there is any dust, dirty spots and so on, we shall not offer refund. And you also need to pay 30% total amount of order as restock fee (for example, if you order item value is GBP 150, the refund is GBP 105), and the shipping cost you paid before will not be refunded.
We have rights to refuse any disputes and refund problems if you send us complaints emails, problem emails or dispute emails more than one week. That is to say, all requests must reach us within 24 hours after we receive your order with a proof, and all problems must be solved within one week.
Please Note: we reserve the right not to process the refund if they are returned in an unacceptable condition
Please ensure that you obtain authorisation for all returns, without authorisation we will be unable to process your returns and the goods will be sent back to you.