Returns & Refund

Item can be returned within 7 days of delivery.

All returnable items must be unwashed, unworn, and in original condition with their tags still attached.

Yellow return tags need to be kept intact, If yellow tags are dismantle, no returun or exchange.

Custom color and size is not supported to return,and other customized item is not supported to return.

What will be a custom option (customized product)?

• Custom color;
• Custom size;
• Customization;
• Choose or offer a color which is not the main shown picture color;
• Change back style which is not the original one;
• Offer a dress image (not from us) to customize, OEM, etc.

Refund

You will receive full refund if the issue is caused by us (e.g. mis-shipped, defective, wrong items, etc.).

For issues (e.g fit issue, dislike, buy 2 and try both but only keep one, etc.) which are not caused by us, buyer should bear forth and return shipping cost. 

Unlike wrong size, fit issue is usually not caused by the seller. But to offer better service, we provide size customization services. You can choose a custom size in your order and just enter your size.

Please note if you choose colors across different fabrics, the colors may vary a lot. It doesn't mean that we make a wrong color. e.g. Burnt orange of chiffon is quiet different to burnt orange of silk satin.

Rush order, virtual products, tips, lingerie, color swatches and disposable items are not supported to return and refund.

Expedited shipping and tips do not support refunds.

How To Return & Refund

1. Submit a return request in My Orders or Contact Us to Customer Service within 7 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 7 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.We can only refund when we got item.if we cannot got that,we refuse to refund. If the parcel was hold by the Customs, the Customs Clearance fee need to be paid by customer,Or we can’t get the item. 
4. Once confirmed, the refund will be credited back to the original payment method within 7-10 days (the processing time depends on your payment method and bank). Original shipping fee & return shipping fee will not be refunded.

Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.

Conditions* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* 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.
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

A few things to remember about custom dresses:

Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.

We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!

FOR ALL FACE MASKS ITEMS:

All face mask sales are final. No returns or exchanges.

FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:

All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.

FOR ALL FINAL SALE ITEMS:

All Final Sale items are not returnable or exchangeable.

 

EXCHANGE POLICY

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.

CANCELLATION POLICY

All our items are made-to-order, including standard size items, with this in mind, please refer to our cancellation policy below:

• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot 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.

If you have any questions, you can contact us.
Email:cntnzdress@hotmail.com