Return Policy
General Return Policies
1. Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s). (Need meet following specific policy)
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 or all parts 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. Return need meet our following policy to get authorized.
If you need return, please click contact us in the page bottom and choose return, refund & exchange subject with your order #. Other seller contact information (e.g.facebook, etc.) won't be replied for return issue.
2. This return policy does not apply to our business resellers. Please contact us for additional instructions.
3. Since all our dresses are made to order (handcrafted), the actual dress may have minor deviation to the shown images (usually caused by different sizes, light condition, monitor color setting, different figure, etc). If you care about this, please don't buy.
Specific Policies for Our Items
Order Cancellation
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.
Cancellation Policy
- Orders canceled within 6 hours of payment confirmation will be eligible for a full refund.
- Orders canceled within 6 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price. (20% product purchase price as restocking fee)
- Orders canceled 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 (50% product purchase price as restocking fee).
- Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund with full shipping cost only (50-90% product purchase price as restocking fee, the accurate amount is based on tailoring-finish percentage).
- Once your order has been shipped, it can no longer be canceled.
- If the dress fabric has been bought or it causes the unexpected labor cost and these costs are much higher than restocking fee, then we will charge these actual costs from buyer on cancellation. e.g. If you cancel in 6 hours, but your event date is urgent, we have bought the fabric and tailored, then the cancellation fee is not free. It will be calculated on the actual cost.
If you would like to cancel your order, please contact us to request cancellation.
Replacement or Refund
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 return 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.
Size Deviation
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. The copy of the receipt must be provided to request reimbursement.
We have the size limit for all dresses if custom size is chosen. The bust should be no more than 145cm, waist 135cm, hips 155cm, hollow to floor 180cm, shoulder width 60cm, sleeve length 60cm. If your size is longer than these, we will ignore it. Some unreasonable or incorrect custom size may be also ignored. E.g. your hollow to floor is 145cm while height is 155cm. Then we will ignore your hollow to floor size and re-calculate it from height.
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, resizing may not be possible.
Color Mismatch
The 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 exchanged or refunded
1. No returns (no refund) and no exchanges for personalized/customized items (offering custom size, changing color [if the shown image is color A, but you choose color B from our color option, then it also can't be returned], size 0 or plus size, changing style, etc.).
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.
3. You can't return for only dislike reason.
4. No refund or return for service.
5. Usually issue caused by buyer can't be returned (for dresses).
Return Process
1. 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. Click contact us in the page bottom and choose return, refund & exchange subject with your order #. Other seller contact information (e.g.facebook, etc.) won't be replied for return issue.
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 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.
Please Note:
We reserve the right not to process the refund if they are returned in unacceptable condition.
Customer need cover the original shipping cost and return shipping cost if return sent. For exchange or fix issue, we will pay for the re-send shipping cost if issue is not caused by buyer.
If the returned product is damaged (incorrect operated) by buyer or issues not covered in above policy, restocking fee (20%-80% of dress price) will be charged.
Package lost (The package is signed for but actually you don't receive): If it is not received in 14 days after we shipped out, please email us immediately. We are not responsible for the package lost if it is shipped out over 20 days and you don't contact us.
Due to COVID-19, return and exchange which is not caused by seller's reason (eg. fit issue, etc) may be not accepted.
