Returns & Exchanges

Customer satisfaction is very important to us. We want you to be completely satisfied with your online purchase. Should you need to return an item, please review the details of our Return & Exchange Policy below to determine if any special conditions apply.

Please note: The return or exchange process must be initiated within 5 days upon receiving your item(s) and you MUST obtain a Return Merchandise Authorization (RMA) number from our customer service representatives. Returns will not be accepted without an RMA Number.

We only accept the return of items in their original condition - unworn, unwashed, unaltered, undamaged, clean and free of lint and hair - and must have the tags intact and attached. Upon arrival of your package, we sincerely encourage you to try it/them on as soon as possible without removing the tags, altering, or washing it/them to check the fit and workmanship.

Item(s) that cannot be returned:
  • Customized Items - either in custom color, custom size or custom style
  • Clearance/Sale items
  • Accessories - including jewelry and headpiece
  • Personal care items - including lingerie and petticoat

Sizing Or Fitting Issues

As 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. 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 beyond ± 4cm for bust , waist, and hip, and ± 2 cm for length. You may return the dress after our confirmation and we will offer a free exchange service.

In the event that the item(s) do not fit properly but are in accordance with the specifications you requested, it can be exchanged but there will be a 25% re-stocking fee applied to the full price of the item(s)  and you will need to pay for the cost of shipping.


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 5 days upon receiving the shipment. Please provide credible pictures or videos to show the defect, damage or proof of mis-shipment during your return request.

If you believe your items were damaged during delivery processes, you must obtain "Proof of Damage" documentation from your delivery carrier.

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).


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 color, we cannot accept returns and exchanges.

However, if you are certain that you have received the item in a wrong color, please contact us to see if a return or refund is possible, if a mistake has been made, then you may be eligible for a return for a full refund.

 

 




Procedures for return and refund

Step 1:
Submit a return request to our Customer Service within 5 days upon receiving your order. Please include an explanation and credible pictures or videos to provide reasons and proofs for your return.

We reserve the right not to accept the returns without prior approval from our Customer Service.

Step 2:
Once we have approved your request, you will receive a confirmation email. Your confirmation will include the Return Merchandise Authorization (RMA) Number, as well as the address where you should ship your return. Please be sure to send out the returning items within 5 days after the RMA number has issued. Please also include a brief note describing the reason you are returning the merchandise and write the RMA# on the outside of the shipping package.

Important Note: For your protection, please send your return via a shipping service that can be tracked, and be sure to keep your receipt, as well as the tracking information associated with item(s) returned. We cannot guarantee refunds for returns sent via a non- traceable method.

Step 3:

Once received the item at our facility, your return will be processed within 3 to 5 business days. Credits are processed upon confirmation and inspection of the return. You will receive an email notification confirming your return has been processed. Please allow up to 10-20 business days for the return credit to appear on your credit card statement. PayPal payments can only be refunded via PayPal, and all Credit Card payments will only be refunded to the original Credit Card used.

We reserve the right to deny the return if the item(s) is returned with any damages we were not made aware of prior to shipping and in unacceptable condition.

 

 




Cancellation Policy

Our dresses are made to order and tailoring processes will begin as soon as your order has been placed. However, If you wish to change your mind, please refer to our cancellation policy below. If you would like to make changes for Size and Color, please contact us within 24 hours and we will try our best to accommodate the change(s).


 

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