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Customer satisfaction is very important to us. If there are any problems with our items, please do CONTACT US first. We are always at your service.
In order to avoid problems, please double check your order details (size, color, style) carefully before you place the order, as our goods are processed according to requirements in your order. All placed orders are subjected under our return policy.
We only accept the return of items in their original condition. For any returns or exchanges, please make sure the items are in their original condition – unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags and other intact attachments.
Items That Cannot Be Returned
- Customized items (either in custom color, custom size or custom style) are considered final sale items, and may not be returned or exchanged.
- Plus large size dresses/suits are considered final sale items, and may not be returned or exchanged.
- Clearance Sale items are considered final sale items, and may not be returned or exchanged.
- Accessories like ties, squares, tiebars, cufflinks, headpieces, jewelry, veils,shoes and swatches are considered final sale items, and may not be returned or exchanged.
- Intimate items like corsets, petticoats and garters are considered final sale items, and may not be returned or exchanged.
Please note that we don’t accept any return or exchange without our prior confirmation.
Sizing Or Fitting Issues
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by about 1 inch (2-3 cm) in either direction of the specified measurements. It is customary, for most, to have minor alterations to get a perfect fit. Our tailors have reserved additional fabric in side seams to allow minor alterations. In the event that you are not fully satisfied with your dress fit, we recommend finding a local tailor to make adjustments.
If your dress size differs from the specifications of your order by more than 2 inches, 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 20% of the dress price (excluding shipping cost).
- You may return the dress after our confirmation and we will offer a free modification service to resize your dress. You will need to prepay for the cost of return shipping, which will be reimbursed by us after the dress arrival, upon presentation of the shipping receipt.
- You may return the dress after our confirmation to receive a full refund. You will need to prepay for the cost of return shipping, which will be reimbursed by us upon presentation of the shipping receipt.
Please understand that in the event that items that do not fit properly but are in accordance with the specifications you requested, the items cannot be returned or exchanged. We recommend that you 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.
Color Deviation Issues
Color charts on our website have been adjusted to accurately represent color swatches, however color representations vary by monitors. There may be minor differences in color as different fabrics vary in color properties. Please note that in the event that a client is unhappy with her dress color, we cannot accept returns and exchanges. We recommend that you order fabric swatches online or view them in person before placing your dress order.
Exchanges are only allowed for items that are defective, wrongly shipped or damaged upon receipt. All items can only be exchanged once for a replacement of the same price; please be aware that we will issue the replacements only after returned items are received.
Defective, Damaged Or MIS-SHIPPED Items
For defective, damaged, or mis-shipped items (the item shipped was not the item ordered), the issue must be reported within 14 days upon receiving shipment. Please provide credible pictures or videos to show the defect, damage or proof of mis-shipment during your return request. Once this has been verified, you can return the items with our authorization. Return shipping fees will be prepaid on your part, and reimbursed by us during refund upon presentation of the shipping receipt. (Note: Refunds for the return shipping fees are calculated using the lowest cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method).
You will receive a replacement or full refund for defective, damaged, or mis-shipped items. For all other returns, shipping and handling fees will not be refunded.
Procedures Of Return And Refund
- Returns must be initiated within 14 days of receiving your order.
- Items must be sent to our return address within 7 days after the return request is confirmed. Please kindly email us the return delivery information, including the shipping courier and tracking number. Customers are responsible for all return shipping fees, except for items that are defective, damaged or mis-shipped.
- Credit will be processed for the original cost paid for the items and tax, handling fees and other additional fees.
- Most credit will be processed within 5-7 business days of receipt of the item, allowing for processing and inspection time.
- Credit will only be applied to the original credit card or direct to account used for the purchase. Your bank or payment service may levy a small transaction charge.
- Returning an item(s) may change or void coupon discounts used on your order. If you have used a coupon code in your order and are unsure about your refund amount, please do not hesitate to contact us.
Important Note: For your protection, please send your return/s via a shipping service that can be tracked, such as Registered POSLAJU, CITY LINK, USPS, FedEx, UPS, DHL or other trackable posts.
Please be sure to keep the shipping receipt, as well as the tracking information associated with the item(s) returned. We cannot guarantee refunds for returns sent via a non-trackable method.
Order Changes And Cancellations
Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.
In the event that you would like to cancel or make changes to your order, please let us know within 24 hours upon placing your order. If you would like to make any changes to your order, please contact us with your requests. Please note that corresponding fees will be charged based on the changes you request.
For cancellations, please refer to our cancellation policy below for details:
- 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 70% of the 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 40-60% of the product purchase price.
- Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.
- Once the order has been shipped, cancellation is not allowed.