We uphold the principle of “quality first, customer foremost” your satisfaction is our destination! We encourage you to go on a thorough check-up when you receive the package from us, and make sure whether the dresses, clothing or accessories are the ones you have specified. All the dresses are not in stock, whether choosing a standard size or custom size. All the dresses are personally tailored for you from scratch. Once your order is confirmed, our tailors begin selecting materials in the color you requested and cutting fabric based on your measurements. Even standard size dresses are made to measure for each customer. The custom nature of our dresses means our cancellation policy and return policy is stricter than other companies. So it’s important to order carefully, you can contact our online sale for professional help of choosing the right style, size or color before you order.
Attention: We do not accept returning for personal reasons, such like “I do not like it on me” or “I only want 1 of the dresses received”. The dresses can be returned to us with the obvious defects as follows:
1. Quality Problem
* Zipper malfunction
* Poor quality of workmanship
* Huge deviation between the receiving and the one displayed on our website
* Color differentia
* Poor parcel packing
2. Sizing or Fitting Issues
1) Dress is not the size you ordered.
Our size chart may be a LITTLE different from your daily size. All of our dresses will be made strictly according to our size chart, please check it carefully before ordering. As all of our dresses are hand-sewn and customized, the finished dresses may vary by 1/2~1 inch in each specified measurement. To ensure that the dress fits you perfectly, our tailors will reserve 1 inch fabric in the seams to allow minor modifications. Customers shall submit a complaint with photographs to prove the wrong measurements and we will reply to you within 1 working day.
2) Dress is the size you ordered but does not fit.
If customers provide wrong size or measurements and the item is made as requested, we are NOT responsible for the unfitness. We suggest the customers try to have it fixed at your own cost in your local tailor. If the item can be fixed, we can offer alteration without charge, but customers have to pay for the round shipping fee.
Kind tips: If your measurements are between two sizes, we suggest you choose the bigger one or custom size (if can). Please ask someone (a professional tailor would be greater) to take the measurements professionally according to our measurement tips “How To Measure”.
3. Color Issue
Please note that slight color aberration will not be the real reason for returning, as it may exist due to PC monitor display effect and light condition. Slight color mismatches between the color of your dress and the color shown on screen is unavoidable and reasonable. It is unavoidable that one color shows a different tone in different fabric. On this situation, any uninformed returning of the item will not be credited. Colors may have little difference in different batches of fabric, which is unavoidable. If you want dresses in same color, please order them together. However, if you are sure that you have received the item in wrong color, please provide us with the photos as a proof. We will give you a solution within 1 working day.
4. Delayed Order
We send the dresses to our customers 5 days (even earlier) before the arrival date you choose. Usually it takes 3-7 days for the shipping period. Please kindly understand that we are unable to control the international shipment after the package been dispatching from the sorting center. For delayed order (barely happen) due to the international shipment (weather or nature disasters etc.), we could not control nor expect it, so we hope you could keep the dress for your next occasion. If the delay is due to our part, we will take the responsibility.
Please Note: If customers offer incorrect shipping information, which leads to the late delivery, customers have to take the responsibility or make compensation for the delay.
5. Wrong Item / Missing Item
We will take full responsibility and offer certain (up to 100%) refund. Or we will offer reshipping service if we send the wrong items or miss the items. Return Process
We accept the return for the occurrence of above situation. After checking our Return Policy carefully, if you insist on returning the dress, please submit a complaint. Our specialist will reply to you within 1 working day. Please note that we only accept the complaint within 7 days after receiving and the complaint will be closed within ONE month.
1. Check the item carefully and take the pictures of the item to prove the problems of it, such as the quality problems, size issues or color issues.
2. Log in the website with your registered e-mail and order number; go to “My Order”, click “Submit a Complaint”.
3. Once our specialists approve your request, we will provide you with a Product Return Form that must be filled in and included with your return.
4. Please send the item(s) through your local post office within 3 business days upon receiving the return form. Please DO NOT use expedited courier like UPS, DHL or FedEx, we cannot cover the shipping fees or any Customs fees that might apply. The normal economic Post Office service would be fine. We need to remind you that the customers need to cover the return shipping fee for package return. If customers can offer us the return tracking number, you would be highly appreciated.
5. All the return item(s) will go through inspections after received. If there’s no quality problem with the item(s), we will re-ship it (them) to customers. Customers would be required to pay for the shipping. If the problems are identified, we will process the refund. Once the refund has been processed, it usually takes 2-3 weeks for the funds to be credited to your account. Your bank or payment service may levy a small transaction charge.
6. We just accept returning within 15 days after receiving.
1. Washed, worn, damaged items
2. Dresses with perfume
3. Special request on the original design
4. Merchandise that exceeded the returns time frame (7 days)
5. All items under 50USD can not be returned. The shipping cost of returning is higher than the value of the item.
Note: Since all of our dresses are made to order including the standard size, it will be so hard for us to resell the returns. So we hope you could choose the right size and color before ordering. We do not accept the returning with personal reasons. Many thanks for your understandings. Any questions, please feel free to contact us.