Delivery and Returns
Standard: 6-13 business day
Expedited: 3-6 business day
Standard: 3-9 business day
Expedited: 3-6 business day
General Return Policies
1. Contact our Customer Service to initiate the return process within 7 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. All the return item(s) will go through inspections. We will process the refund when we get the returned package and confirm that the product has the problems mentioned.
Once we have received your returned item at our warehouse, an email confirmation will be sent as acknowledgement. Please allow up to 7 business days from the receipt of your return at our warehouse for processing. We will refund the cost of your merchandise, plus applicable taxes, to your original method of payment.
Original shipping fees will not be refunded unless the item has a manufacture defect or the wrong item was shipped.
Exchange of product will be treated as a new purchase and shipping cost applies.
2. Mis-shipped products: Once we have confirmed your mis-shipped items (item shipped different from item ordered), we will be responsible for the item exchange and postage. You may also return the product and get a full refund including postage.
3. Color Errors: If the color of the item received is not what was ordered, you are qualified to get a full refund.
4. This return policy does not apply to our business resellers. Please contact us for additional instructions.
Specific Policies for Our Items
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.
- Unpaid orders will be cancelled automatically after 5 days.
- 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 80% of 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 50% of product purchase price.
- Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
- Our policy lasts 7 days. If 7 days have gone by since your purchase, we can’t offer you a refund or exchange.
- Once your order has been shipped, it can no longer be cancelled.
If you would like to cancel your order, please login to My Orders, select the order you need help with, and request cancellation.
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.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Defective, Damaged or Mis-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 must obtain "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 customized, the finished gown may vary by approximately one inch in either direction of the specified measurements. To ensure that your dress will fit you perfectly, our tailors have reserved additional fabric in the seams to allow minor modifications.
If your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you up to 40% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. Copy of the receipt must be provided to request reimbursement.
Item is the size you ordered but does not fit
Please understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.Your option is to 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.
The settings of your computer screen may alter the color of the pictures shown on the site. Slight color aberration may not mean that the dress is defective or mis-shipped. 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.
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.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Unit 230U 55 Nugget Ave Scarborough, Toronto, ON, M1S 3L1, Canada.
1. Submit a return request at Contact Us to Customer Service within 7 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 DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. 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. Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for: Custom or personalized orders, Perishable products (like food or flowers), Digital downloads, Intimate items (for health/hygiene reasons)
All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Unit 230U 55 Nugget Ave Scarborough, Toronto, ON, M1S 3L1, Canada.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.