1. General Return Policies
1.1 We accept returns. (Except tailor made products)
1.2 Return or exchange only can be accepted in 7 days after you receive the produtct.
1.3 Return only can be accepted because of our mistake.(Such as wrong product, wrong color or size, damaged product)
1.4 Return or exchange can be accepted because of damage during transport, but customer must help us with claims to the shipping company.
1.5 Return products must in their original condition, unworn, unwashed, unaltered, undamaged, clean, free of lint and hair.
Note: Cut down the tag, that means this product without quality problems, We don't accept the return request without our veaul brand tag.
2. Cancellation Policies
2.1 Unpaid orders will be canceled automatically after 7 days. Customers can take the initiative to cancel it in "My Account" > "All Orders".
2.2 Successful payment orders can be canceled before we start to production (within 12 hours of payment confirmation), customer can get a full refund.
2.3 Cancel the in production order can only get partial refund (Half of product's price and full shipping cost).
2.4 Once the order has been shipped, it can no longer be canceled.
3. Return Process
3.1 Submit a return request at "My Account" > "All Orders" within 7 days upon receiving your order, or you can contact us through [email protected]. Please include an explanation and photographs stating the reason for your return.
3.2 Once our customer service has approved your request, we will provide you with return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) and provide tracking number to us within 7 business days once you have received the form.
3.3 Once received at our facility, your return will be processed within 24 hours, then customer will receive his/her money back within 20 days, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
NOTE: All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
4. Replacement or Refund
Your satisfaction is of utmost importance to our Team. Upon the arrival of your package, it is suggested that you check and make sure the dress has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, removing the tags, or washing the dress.
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.
4.1. 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 first obtain "Proof of Damage" documentation from your delivery carrier / Courier company, which needs to be included in your returned package.
After returning the product, we will inspect the product to ensure that the defect was our responsibility, upon which we will offer you a complete refund within 15-20 days.
4.2. Sizing or Fitting Issues
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch (or 3 cm) 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.
4.2.1. Size Deviation
If your dress size differs from the specifications of your order by more than one inch or 3 cm, please feel free to choose from the following options:
You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 10% of the product price as tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
You are allowed to send back the dress for free alterations ,but you need pay for the back and forth shipping. (Without customer service department's confirmation, we do not accept your case.)
4.2.2. Dress is the size you ordered but does not fit
Please understand that if the dresses do not fit properly but in accordance with the specifications you ordered, it cannot be returned or exchanged.
You can go to a local tailor or a professional seamstress to have the dress re-sized at your own cost.
Please note that if your order specifications differ too greatly from the final sizing request, re-sizing may not be possible.
Note: We DO NOT accept any returns or refunds if the size is right according to your own order information which is actually measured in wrong size by yourself. We suggest you custom your size but not choose standard size, and make measurements by a professional local tailor.
4.3. Color Mismatch
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 Us to see if a return or refund is possible.
Note: We DO NOT accept any returns or refunds if the color is right according to your color information on the order. If you love the color shown on pictures, please select the option: "Same as first picture" but not the color you consider in your mind.