Widerrufsrecht

Returns & Refunds Policy

Every gown is thoughtfully handcrafted and made to order with great attention to detail. We kindly ask you to review our return policy carefully before placing your order.

Return Window

We offer a 14-day return policy, meaning you have 14 days from the day you receive your order to request a return.

To be eligible for a return, your item must be:

  • Unworn, unused, and in its original condition
  • With all original tags attached
  • In original packaging
  • Standard size items without customizations

Restocking & Handling Fee

A 20% restocking and handling fee applies to all approved returns. This fee helps cover processing, inspection, and international logistics costs, including import and customs handling within the EU return process. The fee will be deducted from your final refund amount.

Made-to-Order & Custom Items

As most of our gowns are made to order, we are unable to accept returns or exchanges for:

  • Custom size
  • Personalized or modified designs
  • Any altered items

Each custom dress is created exclusively based on your provided measurements. For this reason, these pieces are final sale and cannot be returned.

How to Start a Return

To initiate the return process, kindly request a returnvia the Return Request link in the footer, or through your customer account. Button for return is available within 14 days of receiving your order. No reason for return is required.  

Once your return request is submitted, our team will review it and send you confirmation. Once your return is approved, we will provide step-by-step instructions on how to send your package, with full address.

Please note that items sent back without a prior return request cannot be accepted.

  • Items sent without prior requesting a return will not be accepted
  • A tracking number is required for all returns
  • The return must be shipped within the given timeframe

Return Address

Full return address and instructions will be provided. Customers are responsible for return shipping costs. Return location: 37701 Jindrichuv Hradec, CZ

EU Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

The right of withdrawal does not apply to made to order or customized garments produced according to the customer’s specifications, custom or made-to-order dresses or items.

Damages or Order Issues

Please inspect your order upon arrival. If your order arrives defective, damaged, or incorrect, contact us within 7 days. Please provide clear photographs of the issue and share them with us via email so we can review and assist you as quickly as possible.

Claims made after this period may not be accepted.

Refunds

Once we receive and inspect your return, and the item is confirmed to be unworn, unused, and in its original condition with tags and packaging intact, your refund will be issued as store credit within 10 business days.

Refunds to the original payment method are only issued in exceptional cases such as lost shipments or items confirmed as damaged during transit.

Please allow up to 10 business days for processing once we receive your return. Store credit will be added to your account.

Refunds for EU 14-day withdrawal rights will be issued to the original payment method within 10 business days. Depending on your bank or payment provider, additional processing time may be required.

Exceptions / non-returnable items

We are unable to accept any returns or exchanges for custom sized, personalized or altered items. For hygiene reasons, underwear and intimate apparel cannot be returned or exchanged under any circumstances.

 

Promotional Bundles

If was an item you'd like to return originally purchased as part of a promotion or bundled with another discounter or free item, both items must be returned together to ensure a fair and accurate refund process. Failure to return both items may result in the deduction of the discounted special item usual value from the total refund amount.

 

Cancellation Policy

All items are made to order, and production may begin shortly after your order is placed. Once production has started, materials and production capacity cannot be recovered. There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after you change your mind via info@lulabridal.com, we may be able to cancel your order. However, it is important to note that when the sewing process begins, the material cannot be reused.

For this reason, the following cancellation policy applies:

  • Within 12 hours after payment: 70% refund + shipping fee refunded
  • After 12 hours: shipping fee refund only

We reserve the right to cancel any order for a full monetary refund.