1. Cancellation
We accept order cancellations under the following conditions:
- Within 24 Hours: You may cancel your order within 24 hours of purchase for a full refund.
- After 24 Hours: As all our products are made-to-order (no existing inventory), any cancellation request submitted after the 24-hour window will incur a $50 cancellation fee. This fee covers the costs of time, materials, and labor already invested in the production of your unique item.
- Shipped Orders: We cannot cancel the order if the product has already been shipped out.
2. Returns & Exchanges
Our return policy is categorized by the Size Type selected at the time of purchase:
A. Custom Size (Personalized Measurements)
Items ordered with “Custom Size” are created specifically to your unique measurements and preferences.
- Final Sale: These items are non-returnable and non-refundable for reasons of fit or change of mind.
- Exceptions: Returns are only accepted if the item is received damaged, defective, or significantly different from the measurements provided.
B. Standard Sizes (US2, US4, US6, etc.)
Eligible for return within 14 days of delivery.
IMPORTANT: As these items are produced specifically for your order, all standard size returns are subject to a 30% Handling & Production Fee. This fee will be deducted from your refund to cover the irreversible labor and material costs.
Note: Original shipping fees are non-refundable.
3. Condition for Returns
To be eligible for a refund, the item must be:
- Unused, unwashed, and in its original condition.
- All original tags and Security Ribbons/Rivets must be intact and uncut. If the security ribbon is removed, the return will be rejected.
4. Shipping Fees & Notes
Consumer Responsibility: If the return is due to the consumer (e.g., doesn’t fit, change of mind, style preference), the consumer is responsible for the return shipping fee to our facility in China.
Our Responsibility: We cover return costs only for clear manufacturing defects or shipping errors.
- Note: Minor manual measurement variances within 1 inch (2.5cm) or natural fabric treatment scents are considered industry standards and do not qualify as defects.
5. Bad Faith Orders
Our policy is designed for customers who place orders with the intention of keeping the items. The following scenarios are considered Bad Faith Orders:
- Ordering the same item in multiple sizes/colors to decide which fits best.
- Placing high-value orders (over $500) with the intent of returning most items.
- Breaking up one large order into several smaller ones to bypass this policy.
Policy for Bad Faith Orders: For such orders, we reserve the right to charge a 40% restocking fee on all returned items to cover the irreversible production and labor costs. Shipping charges are non-refundable.
6. Refund
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a certain amount of days (about 7-15 days).
Late or Missing Refunds: If you haven’t received a refund yet, please check your bank account, then contact your credit card company and bank. There is often processing time before a refund is officially posted. If you still have not received it, please contact our support team by service@dressdreamy.com.