Return & Exchange Policy

Return & Exchange Conditions

Due to the unique and personalized nature of bridal apparel, returns and exchanges are subject to the following conditions, in compliance with U.S. Federal Trade Commission (FTC) mail-order rules, and must be initiated within 14 days after you receive the goods:
- Intact Commodity: Unworn, unwashed, unaltered, with original tags, labels, and packaging intact. Wedding dresses and gowns must have the original protective covering (e.g., plastic wrap, garment bag) intact; veils must be in unopened, sealed packaging (for hygiene and preservation reasons).
- Defective Commodity: With quality problems (e.g., fabric tears, missing beading/embroidery, broken zippers, incorrect size despite accurate measurement submission, color mismatch with the product image), or wrong delivery (style/design inconsistent with the order).
- Made-to-Order/Customized Commodity: Can only be returned or exchanged if there are serious manufacturing defects (e.g., structural flaws that affect wearability); no return or exchange for non-quality issues (e.g., change of style preference, incorrect personal measurement submission, wedding date changes).

Non-returnable & Non-exchangeable Items

- Commodities that have been worn, washed, ironed, altered, or with missing tags, labels, or original packaging.
- Veils that have been opened from their original sealed packaging (due to U.S. hygiene standards and preservation requirements).
- Damages caused by personal reasons (e.g., stains, tears from improper handling, shrinkage from incorrect washing, damage from improper storage).
- Final sale items (marked as "Final Sale" on the product page, typically clearance or discounted bridal apparel), no return or exchange.
- Bridal party gown sets (if multiple gowns are purchased as a set, partial returns are not accepted).

Return & Exchange Process

1. Submit Application: Call the customer service hotline or submit a request via the website’s return portal, provide the order number, product problem description, clear photo/video evidence (including the defect and original packaging), and your wedding date (if applicable). The customer service will review your application within 3 business days and issue a Return Authorization (RA) Number after approval. Returns without an RA number will be rejected.
2. Return Goods: Send the goods together with tags, labels, and original packaging to the designated U.S. return address. We require the use of a trackable, insured shipping service (e.g., FedEx Insured) for wedding dresses and gowns to prevent loss or damage during transit. For defective or wrong items, we will provide a prepaid shipping label; for personal reason returns, you will bear the shipping and insurance costs.
3. Review & Processing: After receiving the goods, we will conduct a detailed quality inspection (including verification of the original condition and defect) within 5 business days.
  • Quality Problems/Wrong Delivery: After passing the inspection, we will process the return or exchange for you. For returns, we will refund the full amount (including original shipping and insurance fees); for exchanges, we will prioritize production to meet your wedding date.
  • Return/Exchange for Personal Reasons: After passing the inspection, we will process the return or exchange for you. A 15% restocking fee will be deducted from the refund amount (to cover professional cleaning, preservation, and repackaging of bridal apparel), and shipping/insurance costs are non-refundable.
4. Complete Return & Exchange:
  • Refund: The refund will be returned to your original payment method within 5-7 business days after inspection.
  • Exchange: We will send the replaced goods to you via expedited shipping (if needed for your wedding date) within 3-5 business days after inspection, free of charge.