Return & Cancellation Policy

RETURN POLICY

  • Item can be returned within 15 days of delivery.
  • All returnable items must be unwashed, unworn, and in original condition with their tags still attached.
  • Customized item is not supported to return.
  • Fabric swatches and accessories(Shoes; Tie&Pocket; Belt & Corset; Wraps & Shawl; Wedding Veil; Wedding& Party Jewelry; Clutches & Evening Bags) are not supported for return and refund except for defective orders
  • Some items may have their own policies. Please check it in the product description area if any.

Cancellation Policy

  • Please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
  1. Unpaid orders will be automatically cancelled.
  2. Please contact us at feolate@outlook.com in 24 hours after order confirmation. You’ll get a full refund after canceling the order.
  3. Within 24-72 hours, you will get 70% product price refund and 100% shipping cost refund.
  4. More than 72 hours, you will get 50% product price refund and 100% shipping cost refund since we may have made your dress.
  5. Once your order is shipped, it cannot be cancelled. (However, we will be more than happy to assist you with the return of your item once you have received it.)
  • After payment, you will receive an order confirmation email. Please reply to the email within 24 hours if you need to change any information. Any changes made after we start tailoring may result in extra costs, as it may require the use of new materials. To avoid any additional fees, please clearly communicate any changes by replying to the order confirmation email within 24 hours after payment.

Refund

  • You will receive a full refund of the dress price if the issue is caused by us (e.g. miss-shipped, defective, wrong items, etc.) ps: please send us pictures to prove
  • Color difference: Different monitors and different lights will cause color differences. The colors displayed on our website are as close as possible to the real thing. Slight color differences are inevitable. If you have very high requirements for color, you can first purchase a color swatch to confirm the color.
  • *The following is not a quality issue: ① the size does not fit; ② the dress has loose yarn residue, and has small skipped stitches in small areas；③ the sequin dresses drop sequins, these are normal categories. 
  • For issues (e.g. fit issue, don't like the upper body effect, event canceled, etc.) that are not caused by us, the buyer should bear forth and return shipping cost. We offer a 90% refund for standard-size dresses. We will take a 10% restocking fee since all dresses are made-to-order.
  • Because our dresses are made to order, if you want to try dresses, pick many keep one, you need to bear forth and return shipping fee. And we will charge a 20%-30% restocking fee.
  • As our dresses are made to order,  if you want to cancel the order for any reason, please refer to our cancellation policy. We do not accept full refunds without any reason.
  • If you want to exchange it because the size or color does not fit. Please contact our customer service department (feolate@outlook.com) in time. We will help you with the replacement process. But please note that replacement products are not supported to return.
  • Unlike the wrong size, the fit issue is usually not caused by the seller. But to offer better service, we will cover a partial alteration cost at a local tailor shop (no more than 20% of the product purchase price).
  • Please note if you choose colors across different fabrics, the colors may vary a lot. It doesn't mean that we make a wrong color. e.g. Burnt orange of chiffon is quite different from the burnt orange of silk satin.
  • Rush orders, virtual products, tips, lingerie, color swatches, and disposable items are not supported for return and refund.

Return Progress

1. Contact feolate@outlook.com to submit a return request within 14 days of receiving your order. PS: please send us an explanation and photographs to state the reason for your return.

2. Once your request is approved, we will provide you with a return address and return form file. Please send the item(s) through your local post office within 3-7 business days of receiving the return form.

3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 3-7 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.

What will be a custom option (customized product)?
Custom color;
Custom size;
Customization;
Choose or offer a color which is not the main shown picture color;
Change back style which is not the original one;
Offer a dress image (not from us) to customize, OEM, etc.
Please Note:
We reserve the right not to process the refund if you return the items in unacceptable condition.

We regularly improve the craftsmanship and production methods of our dresses based on customer feedback. Therefore, the same style may have different production craftsmanship, which is not a mistake. This difference can be acceptable and is not included in our return policy.