Returns & Refund

Returning & Replacement & Refund Policy

If you aren't completely satisfied with your purchase, you may return it within 7 days of delivered date.

If your item is damaged, defective or incorrect upon arrival, please contact us to arrange for your return.

Please note: 

You must return items in new or unused condition with all original materials.

1. You will be responsible for contacting before your return. Be sure to include your order number, login account, and return reason on a piece of paper with your return.

2. We will refund your money to your account within 2-7 business days after your return has been received and confirmed. We are not responsible for lost, damaged or stolen packages.

3.We will refund the partial cost of  merchandise but exclude the original shipping charges and return shipping fees if the return applied.

4.If you wish to make an exchange or need a replacement, you must return the original item back to us and place a new order for a replacement item. For assistance, please click here to contact us.

In addition, it is recommended that you take some pictures for details if the item(s) is (are) not the same as the picture shown or the description we say. 

We do not accept returns on jewelry, accessories, tattoos supplies, swim, intimates, and other noted as final sale.


Fail to receive an item

1. Tracking information is unavailable

If the delivery fails, no information can be found on the carrier's official website for the tracking number provided. Once it has been confirmed by us, we will take the full responsibility and make a full refund to you.

2. Shipping information is incomplete cause by us

The item is in transit. It refers to any delivery failure case except for customs detention. The tracking information shown on the carrier's official website includes customs cleared, leaving the processing center, and being dispatched to XXX, etc. In such cases, we should take the full responsibility and make a full refund to customer in principle.

3. Shipping information is incomplete provided by buyer

If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, e.g. “the address is unavailable for delivery”), the item is shipped back to us. After we receive it, we will make a full refund to you.

For non-customer made items: 

We will deduct the shipping fee while return the rest money of the payment to the buyer.

For custom made items:

Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price.

If the buyer needs the item, he or she should pay for the shipping fee, and we will reship it to the right address.

If the delivery fails and the item is not returned to us, the buyer should be eligible for part of the product purchase price as well as the shipping fee.

4. The item is held at the customs

It refers to the case when the package is held in detention by customs. The dispatching party should be responsible for providing evidences to clear the customs.

If the item is held in detention at the dispatching party's customs, we will make a full refund to the buyer.

If no written certification is provided by the customs about the detention, the goods are deemed to be en route and we will handle the case based on the specific situations according to “the above of shipping information is incomplete”.

If the item is held in detention at the customer's customs, the buyer is responsible for clearing the customs.

5. The item is delivered successfully

It refers to the case when the tracking information on official website about shipping carrier shows that the order has been successfully delivered to the destination.

The information about our shipping cost completely matches the shipping information agreed by both of us, and the information about the successful delivery matches with those as follows:

•Country, city, postal code, time and signee match.

•Country, city, postal code and time match but no signee is found on the official website of the shipping carrier.

•Country, city, postal code and time match but signee do not match.

•Country, city, time and signee match but postal code do not match.

For any of the situations mentioned above, we are sorry we are unable to take such case.

The information about our shipping cost completely matches the shipping information agreed by both of us, but the information about the successful delivery does not match with those as follows:

•Country and time match, but city and postal code do not match and no signee is found on the official website of the shipping carrier.

•Time matches but country, city, postal code and signee do not match.

For any of the situations mentioned above, we should refund the full payment to the buyer.

6. The item is shipped back to us

It refers to the case when the tracking information is available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.

The information about our shipping cost matches with the shipping information agreed by both sides of us, so is the information about the successful delivery. Please take the following cases as the reference:

•Country, city, postal code, time and signee match.

•Country, city, postal code and time match but no signee is found on the official website of the shipping carrier.

•Country, city, postal code and time match but signee do not match.

•Country, city, time and signee match but postal code do not match

For any of the situation mentioned above, we are unable to take it.

The information about our shipping cost completely matches with the shipping information agreed by both of us, but the information about the successful delivery does not match with each other. Please take the following info as the reference:

•Country and time match but city and postal code do not match and no signee is found on the official website of the shipping carrier.

•Time matches but country, city, postal code and signee do not match. 

For any of the situation mentioned above, we will refund the full payment to the buyer.


Item that doesn't match the description

The buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece.

We only accept products in their original condition.

Please note that 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 will need to contact customer service firstly, and you can send the items back after we confirmation. We will try our best to help you.

1. Lack of functions

If the item received by the buyer lacks some functions, you want a refund, please contact our customer service center.

2. Sizes not as described

If the sizes of the item you have received do not match the product description. The sizes refer to the standard dimensions internationally recognized or the measurement units converted from the standard dimensions.

As all of our products may vary by approximately one inch in either direction of the specified measurements. To ensure that the item will still fit you perfectly, our tailors have created all our items with additional fabric in the seams to allow minor size modifications to be made easily.

If the size differs from the specifications of your order by more than one inch, feel free to choose from the following options:

•You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 10% of the product price.

•You may return the item after customer service department's confirmation to receive a full refund. Without customer service department's confirmation, we do not accept your case. Buyer needs to pay for the cost of return shipping.

If the size does not fit properly, but was made according to the specifications included in your order, please choose from the following options:

•You may go to a local tailor to have the item resized at your own cost.

•You may use our modification service to resize your dress. Contact us for a quote based on the complexity of the dress and the amount that needs to be altered.

Please be aware that if your order specifications differ too greatly from the final sizing request, resizing may not be possible. If you feel the size of the item is not suitable and want to open a dispute against this, then you should provide us enough evidences to prove it. Most importantly, what you provide should strictly accord with the measurement standards in our website.

3. Color doesn’t correspond with the description

It refers to the case when the color of the item you got isn't as the same as the description. The color mainly refers to red, orange, yellow, green, cyanine, blue, purple, etc. In cases customers have question about color deviation, please kindly send us the necessary information and materials so that we can handle the case as soon as possible. 

If the case has been confirmed by us, you are eligible for a partial refund. This does not apply if the color difference is caused by your display monitor.

4. Material doesn't correspond with the description

If the material of the dress is not as same as what you demand, and you want a refund, please contact our customer service center. The most important thing is to provide us enough evidence to prove it.


Order Cancellation

1. How to cancel an order that hasn't been paid

If your payment of an order has not been made yet, you may cancel it by clicking "Cancel order" in your account or it will be cancelled automatically, if your order has not been paid in 40 days.

2. How to cancel an order that has been paid

We understand that ordering an item for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our custom products are made to order. Once the tailoring process has begun,the materials cannot be reused.

The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation policy for details.


Cancellation Policy

For all Wedding Dresses/Wedding Party Dresses/Special Occasion Dresses/Wigs Category:

Custom-made size:

- Orders cancelled within 12 hours after payment confirmation will be eligible for a full refund.

- Orders cancelled 12 to 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 70% of the product purchase price.

- Orders cancelled 24 to 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

- Orders cancelled after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.

- Once your order has been shipped, it can no longer be cancelled.

 Standard size:

- Orders cancelled within 12 hours of payment confirmation will be eligible for a full refund.

- Orders cancelled 12 to 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 40% of the product purchase price.

- Orders cancelled 24 to 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 60% of the product purchase price.

- Orders cancelled after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.

- Once your order has been shipped, it can no longer be cancelled.

For Clothing/Shoes/Bags Category:

- Orders cancelled before shipping will be eligible for a full refund.

- Once your order has been shipped, it can no longer be cancelled.

For Intimate & Tattoos Category:

- Orders cancelled within 12 hours after payment confirmation will be eligible for a full refund.

- Orders cancelled 12 to 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 10% of the product purchase price.

- Orders cancelled after 24 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.

- Once your order has been shipped, it can no longer be cancelled.

For Jewelry & Accessories Category:

- Orders cancelled within 12 hours after payment confirmation will be eligible for a full refund.

- Orders cancelled 24 to 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

- Orders cancelled after 48 hours of payment confirmation will be eligible for a full refund of the shipping cost only.

- Once your order has been shipped, it can no longer be cancelled.

If you have other questions about the categories or insist on cancelling the order for other items (except the items listed above), please contact our customer service department.