Refunds & Returns Policy

We are dedicated to providing you with exquisite custom-made dresses. To ensure a smooth shopping experience, please read the following important policies carefully before placing your order.

1. Important Pre-Purchase Notes

  1. Made-to-Order: To ensure quality and control costs, all items are uniquely made after your order is placed and are not kept in ready-made inventory.

  2. Color Accuracy: Colors may appear slightly different on screen versus in person. We strongly recommend that you 【Request a Free Physical Swatch】 before purchasing to ensure the color meets your expectations.

  3. After-Sales Guarantee: If you receive an item that is damaged, defective, or incorrectly shipped, please contact us. Upon verification, we will arrange for a full refund (including the original shipping cost).

2. General Return & Refund Policy

  • Timeframe: Please contact us to initiate a return within 7 days of receiving your package.

  • Item Condition: Items eligible for return must be in brand new, unworn, unwashed, unaltered, undamaged condition with all original tags attached.

  • Shipping Costs: Original shipping fees and return shipping costs are non-refundable and are the customer's responsibility.

  • Prohibited Practice: As all items are made-to-order, we cannot accommodate purchases made with the intention of ordering multiple items to keep only one. We reserve the right to cancel orders suspected of this practice.

3. Policy by Product Category

A. Standard Size Dresses, Shoes & Accessories

  • Refund Rule: If you are unsatisfied with your item and it meets the above return conditions, we will issue a full refund of the item's cost after receiving and inspecting the returned product.

B. Custom Size Dresses

  • Final Sale / Non-Returnable: Custom items are made exclusively to the measurements you provide (Bust, Waist, Hips, Height, Hollow-to-Floor). Due to their personalized nature and inability to be resold, all sales are final once the order is placed and production begins. Returns or exchanges are not accepted.

  • Please Double-Check: Before submitting your order, please carefully review all provided measurements and your color choice.

  • Alterations Reimbursement: We understand the importance of a perfect fit. For minor alterations needed on custom-size dresses, you may apply for limited reimbursement by submitting a receipt from a professional tailor along with your order number.

4. Exchanges & Order Cancellations

  • Exchange Policy: We currently do not offer direct exchanges. If you need a different item, please first return the original order (if eligible) and then place a new order for the desired product.

  • Order Cancellation: As all orders immediately enter our production pipeline, our cancellation policy is as follows (calculated from successful payment time):

    • Within 24 hours: Full refund

    • 24 to 72 hours: 80% refund + any paid shipping fee

    • 72 to 120 hours: 70% refund + any paid shipping fee

    • More than 120 hours: 60% refund + any paid shipping fee

    • Please Note: Orders cannot be cancelled once they have entered the shipping process.

5. Return Process

  1. Submit Request: Within 7 days of delivery, submit a request via the "Contact Us" form or customer service email. Provide your order number, reason for return, and photos of the item.

  2. Authorization: We will review your request within 1-2 business days. Returns shipped without our prior authorization cannot be processed.

  3. Ship Item Back: Upon approval, you will receive a return address and instructions. Please ship the item back using a trackable shipping method within 7 days and retain your shipping proof.

  4. Inspection & Refund: After we receive the return and confirm it meets all conditions, the refund will be issued to your original payment method within 10-15 business days.

Key Compliance Notes for Google Ads:

  • The policy clearly outlines conditions, timeframes, and processes for returns/refunds.

  • It transparently states non-refundable costs (shipping fees) and final sale items (custom sizes).

  • The language avoids unrealistic guarantees (e.g., "hassle-free") and uses factual descriptions.

  • Business rights and customer responsibilities (e.g., using trackable return shipping) are clearly defined.

Recommendation for Implementation:
Place this full policy on a dedicated page (e.g., "Return & Refund Policy" link in footer). For Google Ads landing pages or product pages, you can display summarized key points (e.g., "7-Day Returns", "Custom Items are Final Sale", "Free Swatch Available") with a clear link to this full policy page.