We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We can only accept return for items in standard sizes.

Most of our products are made to order and we are unable to accept any refunds or exchanges for personalized, altered, custom orders or custom sized items. All custom dresses are specially made according to the dimensions you provide and for this reason, returns are not permitted for custom dresses.

How to Return your order

To start a return, log in to your account here and request a return. The return link will be available for 7 days from the delivery date. Once your return is accepted, you will receive detailed instructions on how to proceed (how and where to send your package) and you have 7 days to do so.

You need to provide us with with tracking or label number and shipment information about the package needed for import process. It is important to note that failure to follow return these instructions may result in additional fees on our side, such as customs charges. If such fees are incurred, they will be deducted from the total return value amount. Our goal is to provide you with a hassle-free return experience while ensuring fairness for both parties.

We will notify you once we’ve received and inspected your return and let you know whether it has been approved. If approved, you will receive either store credit or a gift card for the amount of the returned item's sale price. If no preference is indicated, one will be issued at our discretion. Please note that we do not offer monetary refunds for returns.

If you do not sent your return within 7 days since getting return instructions the Return process is cancelled and we will not accept any Returns sent after this time and it means you decided to keep your order.

Return Associated Costs

Please note we do not cover shipping expense for returns, return address is in Europe.

We do not support the "buy several, keep one" policy. In the event that a return is necessary for an item that was part of a multi-item order or several orders placed separately, it will still be subject to our standard return policy with 20% restocking and handling fee applied.

We are unable to process returned order without prior knowledge. Please adhere to our return instructions and provide us with a valid tracking number - Failure to do so may result in a deduction of 50 NZD from your refund total. This deduction is necessary to cover fees incurred while the consignment is deposited at the post office of exchange and in the process of being prepared for customs clearance.

We handle all the essential paperwork for customs, import, tax, and duties when dispatching your order. In the event of a return, please be aware that any incurred additional import duties associated with your return will be subtracted from the total refund amount.

Order Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, so that we can evaluate the issue and make it right. Any claims made after 7 days of receiving the order will not be considered valid.

Orders damaged during opening your delivery are not eligible for Refund.
Tailor pen markings are not considered as damaged item, high-temperature tailor pen special ink fades when exposed to a high temperature. Any markings will disappear when heat is applied (just warm hairdryer will do).

Custom Size issues

If you received your Custom Size product and it doest'n fit you, please let us know within 7 days of receival. You will be asked to remeasure the item and provide measuremetns you received vs. provided. As all the dresses are handmade we allow minimal difference into the measurements and difference under 1 inch this is not considered as issue.

Incomplete Measurements Provided

Please be aware that for custom-size dresses, we require minimum measurements of Bust, Waist, Hips, and Height. If you fail to provide the remaining custom measurements as listed here, we will utilize the standard clothing size that closely matches the measurements you have provided. Please note that if the dress does not fit due to incomplete or inaccurate measurements, it will not be considered a mistake on our part. Only discrepancies in the provided measurements can be considered as valid grounds for claiming a fitting issue.

Undeliverable items

Please make sure your address and name is correct and eligible for the delivery. Not all companies can delivery into PO Box as Post Office doesn't give couriers access so please consider carefully what shipping address you use. Undelivered parcels may be destroyed at destination country and are not eligible for refunds.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as custom size, customized colors, customized dresses or personalized items). Please get in touch if you have questions or concerns about your specific item.

Exchanges

All merchandise is made to order, so there are no ready-made dresses or merchandise that can be exchanged for returned merchandise. You must return the unwanted item (if you qualify according to your return policy) and have a new order for a replacement item. All new orders are subject to the current production period. We currently do not offer exchange services for any products. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Monetary Refunds

In the case of lost orders, or items that are damaged, customers are entitled to a full refund. Undelivered orders may be destroyed at your country and are not eligible for refunds, please make sure all delivery details are correct.

Gift Cards

Gift Card can be exchanged for products or services up to the value added to the card. Gift Cards may not be redeemed for cash. Gift cards will be issued in New Zealand dollars (NZD). These gift cards can be used for purchases in any currency, with the applicable exchange rates at the time of purchase.

Gift cards are valid for one year from the date of issue (will expire 12 months from issue date). Due to time zone differences, the expiration date shown on your gift card may reflect a different time zone than your own. However, rest assured that the one-year validity period will always be counted from the day you receive the gift card, ensuring you have a full year to use it. After expiry, the Gift Card is no longer valid. All transactions will be declined and any outstanding balance will be forfeited. Any unused balance left on expiry will not be refunded.

Promotional Bundle Returns

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 normal value of the discounted special item from the total refund amount.

Cancellations

We know that ordering a dress for a special occasion is a very important task, and with that in mind, we have established a cancellation policy.  Even after you place your order, you may still have time to change your mind.

There are payment provider fees for every payment and refund made. You won’t be refunded full amount when you change your mind or place order by mistake.

Please see our cancellation policy below for more details:

• Within 3 hours of payment: 90% refund.
• Within 6 hours after payment: 70% refund + shipping fee.
• Within 12 hours after payment: 50% refund + shipping fee.
• Over 12 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be canceled.

Cancellation by us

If you fail to provide your custom measurements or color for custom orders, we will follow up with you several times. If we won't receive any respond or measurements within 7 days, your order will be automatically cancelled and you will receive store credit in the same value as your original order.