Returns, Exchanges and Cancellation Policy
Returns, Exchange and Cancellation Policy
We want all of our customers to look and feel amazing in their gowns! For any queries with sizing or colours we recommend customers to contact our customer service team for assistance before placing an order.
For any issues with orders we request our customers to contact our customer service via email, live chat or social media as soon as the order has been delivered.
Once an order has been placed, if the customer wishes to cancel their order they may do so for a full refund within 24 hours of ordering. After this time has expired we cannot accept any cancellations but can offer an exchange or store credit. Refunds will not be given after the 24 hours has passed. Before an exchange or refund can be given, the customer must contact our customer service team via email within the 24 hour time frame.
Quality control tests are performed on all dresses after they are made and before they are sent out, to make sure the products meet our high quality criteria and your expectations. In the unlikely case of an unfortunate circumstance where the dress may arrive with a rip or tear, we will need to be informed within 24 hours of delivery with photo/video evidence. After this time frame we cannot accept any exchanges or refunds.
For dresses made with custom measurements, we must be informed of any sizing issues within 24 hours of delivery. After this time we do not offer any exchange or refunds.
If your return is accepted, we will provide a return form to be filled out by the customer, and the dress must be returned within 14 days from the date the damage was first made aware to us.
Items must be returned in its original packaging and labels. Please return the item with tracked delivery. We will not be responsible for any returned packages lost during transit. Lost items will result in no exchanges or store credit.
Returned items must be unworn and kept in its original state and packaging, and returned to us in the same condition that was received by the customer. If the dress is received in any of the following states, it will result in deductions from store credit or a refusal of exchange and the item will be sent back to the customer.
- Stains; make-up, tan, food etc
- Perfume or any other odour
- Any tears or rips caused by the customer that was not originally shown in the photo evidence
- Signs of the item being used
For any queries please contact firstname.lastname@example.org