General Return Policies
1. Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s).
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.
2. Color Errors: If the color of the item received is not what was ordered, you are qualified to get a full refund.
3. This return policy does not apply to our business resellers. Please contact us for additional instructions.
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 12 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 90% of product purchase price..
– Orders canceled within 12-48 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
– Orders canceled beyond 48 hours after payment confirmation will be eligible for full shipping cost only.
– Once your order has been shipped, it can no longer be canceled.
Replacement or Refund
Your satisfaction is of utmost importance to us. 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.
Damaged or Mis-shipped Items
You are qualified to get a full refund if your items are 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
Due to the fact that all of our dresses are hand-sewn and customized, the completed gown may vary by approximately one inch in either direction. To guarantee that your dress will suit you perfectly, our tailors have left extra fabric in the seams to accommodate minor alterations.
Size Deviation
Due to lighting, display and other factors, and other factors, the color of the image and the actual product may vary slightly. The color display will be modeled after Apple’s products.
Due to the manufacturing process, there will be slight color variations between each batch of material.
To minimize color variations, we will insist on a manufacturing process that is continually enhanced.
If your dress size differs by more than one inch from the specifications of your order, you are encouraged to locate a local tailor to make adjustments. In this instance, we offer limited reimbursement for alterations. If you select this option, be sure to request a receipt from your tailor. To request reimbursement, you must include a copy of the receipt.
Item is the size you ordered but does not fit
Please note that items that do not fit adequately but are otherwise in accordance with your order specifications cannot be returned or exchanged. You may seek out a local tailoring service at your own expense. Please note that resizing may not be possible if your order specifications differ significantly from the final sizing request.
Color Mismatch
Depending on the parameters of your computer (or phone) monitor, the colors of the images displayed on the website may vary. A slight color deviation might not indicate that the dress is flawed or misshipped. If you believe you have received the item in the incorrect color, please contact Customer Service to determine if a return or refund is feasible.
Items that cannot be returned or exchanged
1. No returns and no exchanges for personalized items.
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. As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
EXCHANGE POLICY
We currently do not offer an exchange service for any of our products. Due to the fact that every item is made to order, we do not have any ready-made garments or products to ship in exchange for your returned items. You must return the undesirable items (if permitted by the return policy) and then place a new order for the replacements. All new orders must adhere to the current production schedule.
Gift Card Policy
To redeem your Gift Card towards an eligible purchase, enter the Gift Card code when you are checking out.The Gift Card amount will be credited toward your purchase amount. If the payable amount is more than the amount on the Gift Card, you must select another payment method to pay for the remaining amount.
Please note that only one Gift Card can be redeemed in connection with any given order and cannot be “stacked” or combined with other Gift Cards for that same order.
Please note that orders purchased with gift cards are not refundable.
Return Process
1. Submit a return request at Contact Us to Customer Service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
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.
4. Original shipping fee & return shipping fee will not be refunded.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.
The return address: 618 Cottonwood Ln, Greenville, MS 38701