Return Policy

The standard return policy for made-to-order personalized dresses is "no returns." This makes it difficult for us to change or cancel your order, so we require order confirmation before we begin preparing it.

We look forward to providing you with excellent customer support and making the perfect dress for you. We will do our best to accommodate your requests.

General Return Policies

Contact Customer Service to initiate the return process within 5 days upon receiving your item(s).

  • 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.
  • Color Errors: If the color of the item you receive is not what you ordered, you are eligible for a full refund. You must return the item to receive the refund.
  • We refund the purchase price of your item. Bonus points and coupons are not refundable.

Please note: We only accept products in their original condition. 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 must contact customer service at Contact Us and obtain a "Product Return" form. The form must be included with your package.

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

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.

  • 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 the 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 the product purchase price.
  • Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.

Please note: 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.

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.

Size Deviation

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 30% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. A 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.

Color Mismatch

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.

Return Process

1. Please contact Customer Service by submitting a ticket on our site within 5 days of receiving your order. Please include an explanation and photographs stating the reason for your return. We reserve the right not to accept 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 returned items will undergo inspection. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed, it usually takes 7-15 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.

Notice: 

  • Return shipping fee is the responsibility of the customer; Delivery charges are also nonrefundable..
  • We are not liable for returned items that are lost or damaged, or for packages that are inspected by customs (the customer is responsible for paying customs clearance). Please keep the receipt with tracking information.

Please Note:

We reserve the right not to process the refund if the items are returned in unacceptable condition.

We will not accept any requests that are submitted more than 5 days after you receive the products.