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Please be aware that we do not accept returns and remakes if the issue can be resolved with alterations. Returns and remakes are acceptable only if the problem was a mistake on our part not an error on the customer’s part (i.e. if the customer made an error when placing order, then a return or remake will not be accepted).
We take detailed photos of every finished product before we ship them to our customers. When we receive a claim from a customer, we will compare the issues stated by the customer with the photos that we took before shipping so that we can determine if the issue arose before shipment or after the customer received the product. If we find that the issue occurred after the customer received the product, we may refuse to process the claim.
Read other related topics on this page for more details.
To resize or repair your dress and apply for a refund, just contact the specialist who measured you. They will take care of the issue and tell you what to do. It is best to have your dress delivered to our specialist so that you can confirm with them that everything looks good.
In order to this, keep the default shipping address of our specialist when you check out. They will inform you when the product is received. You can then pick up your order and try it on. If you find that something is wrong with the dress after you try it on, our specialist will take care of it.
If we determine that the issue can’t be fixed with alterations upon out review, we will remake your order with no additional charge. We will not remake your order if the issue can be fixed with alterations/repairs. Please read “Eligibility of Return/Remake” to see if your order is eligible for a remake.
Just return your order to our specialist before we start to re-make. We will do our best to remake your order as quickly as possible.
If the day of your event is close and we can’t remake your order by that date, we will accept your return. In the case of a remake, customers may select a different product than what was initially purchased. However, the customer will be responsible for paying the price difference if the new product chosen is more expensive than the initial product that was purchased.
Also, please be aware that we will not refund the price difference even if the new product chosen is cheaper than the price of the initial product that was purchased.
The return will be processed as stated below. Please read “Eligibility of Return/Remake” to see if your order is eligible for a return.
Return requests must be made within 7 days of receiving your order. Notify us via email (firstname.lastname@example.org) or our specialist or with a detailed explanation for the return and the issue(s) with the product. Please provide pictures or videos along with your return request so that we can verify the product defect, damage, or shipping error. You may also just bring your dress to our specialist and shoe them what is wrong.
Refunds will be processed for the original price paid for the item(s) plus any other additional fees that are eligible and verifiable.
Most credits will be processed within 5-10 business days of us receiving the item, allowing for processing and inspection time.
Refunds will be made to the original credit/debit card or PayPal account that was used for payment. Any surcharge from the customer’s financial institution will not be reimbursed.
Our products are made-to-measure custom products, which means that once a dress is made, it cannot be re-sold to a different customer (i.e. only the original purchaser can wear it). Therefore, we do not accept returns or remakes if the reason falls into one of the categories described below.
Please be aware that we do not take returns or remakes as long as the issue(s) is fixable and the size can be altered to fit to your body. Returns/remakes are acceptable only if the problem was a mistake on our part.
Customer’s Discretion Does Not Conclude That The Product Is Defective
The customer’s opinion about the product being unrepairable will not be taken into consideration. Our specialist will judge if the problem is fixable or re-sizable.
Return or remake requests will not be accepted just because of personal preference, change of mind, or a slight difference from the product that’s listed online. Reasons such as “The product does not look as I expected,” “The color is not quite the same as the one online,” “I thought the closure was a real button but it is a zipper with a non-functional button,” etc, will not be accepted as legitimate reasons for returns or remakes.
Condition Of The Returned Product
Before you return a product, check to see that the product is in its original condition. It shouldn’t be altered, worn, or damaged. Please put together as many documents as you can to prove the defectiveness of the product. If the adhesive sticker has been detached, we will consider the product as used. Do not take off the sticker until you are sure that everything is fine.
To be eligible for returns or remakes, a claim must be submitted within 7 days of receiving your order.
We have the right to deny reimbursement for any item that we believe has been previously worn or damaged by the customer.
Any returned items that do not meet our policy will be sent back to the customer without any reimbursement.
After we receive your payment, we will start making your dress immediately to ensure timely delivery. We will allow you to cancel your order or change the product (design) within 48 hours of placing your order with no penalty.
If you cancel the order without any reason after 48 hours has passed, we will refund your money after deducting a penalty. Please understand that this is because your order is made-to-measure, so we cannot resell it to anyone once it is made.
Changing The Product
We will try to allow you to change the product as long as it is not already in the process of production. If a product change is possible, the adjustment of the price will be processed manually. We will charge you an additional price or refund you manually for the price difference.
Within 48 hours of your order, we will refund you the full amount.
3 – 6 days: We will refund 70% of the amount paid.
8 – 15 days: We will refund 50% of the amount paid.
After 15 days: We will refund 30% of the amount paid.
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