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Not all issues are as big as they initially seem, don’t panic if something is not going to plan, contact our customer service department
and we will work with you to solve any unexpected issues. Contact us
Please contact our Customer Service Team to initiate the return process within 7 days upon receiving your item(s).
Replacement or Refund
Your satisfaction is everything to us. Upon the arrival of your package, please check the dress ( or products) to make sure it is in accordance with your order specifications. Try it on as soon as possible without altering, washing, or removing the tags.
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 Wrongly 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 need to obtain a "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 tailored upon request (including Standard sizes and Custom Size Orders) the finished gown may vary by approximately one inch in either direction of the specified measurements. Our tailors have reserved additional fabric in the seams to allow minor modifications to make sure the gown fits how it should. If you are not 100% certain how to measure or have any question at all regarding your measurements, please contact us to avoid sizing issues.
Please triple check and re-check your measurements prior to supplying them to us as custom size dress orders are not eligible for return
For customer purchasing bridesmaid dresses, we suggest you purchase your bridesmaid dresses at the same time. Why? During the dying process, material rolls can differ from end to end, The color differences can be minute to just noticeable. If you order dresses at different times there is a possibility the shades can be off due to this natural occurrence. Ordering your bridesmaid dresses in a batch at one time will alleviate the chance of this happening, contact us any time if you have questions regarding this or not sure what color to choose for your special day.
Slight color differences do not mean that the dress is made incorrectly. 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.
1. Contact us to submit a return request within 7 days upon receiving your order. Please include an explanation as to why you wish to return your product. To help solve issues, we may require photos to help better understand the issue but this won’t always be the case.
2. Once our Customer Service has approved your request, we will provide you with a Goods Return Form and instructions that you can fill in and include with your return.
Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. DO NOT use expedited courier like UPS, DHL or FedEx. Please use your local Post Office service and remember to keep the tracking number safe.
3. All the return item(s) will go through inspections. We will process the refund once we’ve confirmed that the problems have been cited. The refund process usually takes 1-3 business days for the funds to be credited to your account
4. There are no returns and no exchanges for perishables, earrings (this includes jewelry sets containing earrings), personal care items (including lingerie, etc) due to hygienic reasons.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.
Everyone’s return cases and reasons are both different and unique. We treat each case differently and work towards the best outcome for you.
If an item is returned in an unacceptable condition or with no “Return Request” we are not able to issue the refund. The merchandise will be deemed abandoned and the order closed off.
Please choose your sizes and colours carefully before ordering. You can contact customer service at any time if you need help or have questions.
Remember - What colours you see on your phone screen. Ipad or computer screen can vary in reality depending on how your screen settings are calibrated and the brightness levels. Check on 2 devices if time permits to make sure it's the colour you're chasing, and ask us anytime if you need assistance.