Politique de remboursement
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. All our dresses are made to order and we are unable to accept any refunds or exchanges for custom dresses. 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. If 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.
Please note we do not cover shipping expense for returns. Return address is either in Europe or New Zealand.
You will 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 if the return was accepted or not. You will receive store credit in form of a gift card for the amount of the returned item's sale price. We do not offer money refunds for returns. Gift card is valid for one year from issue date.
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 separatelly, it will still be subject to our standard return policy. However, a 20% restocking and handling fee will be applied.
Returns sent back without giving us the information might not be accepted. Items sent back to us without first requesting a return will not be accepted. We are unable to process returned products without prior knowledge.
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.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Orders damaged during opening your delivery are not eligible for Refund. You may be reimbursed for Return shipping once your Return in received and inspected in case the order is damaged, faulty or have issues.
Tailor pen markings are not considered as damaged item, a high-temperature tailor pen special ink fades when exposed to a high temperature. Any markings will disappear when heat is applied (just warm iron or 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 different under 1 inch this is not considered as issue.
Incomplete Mesurements 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 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.
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.
We currently do not offer exchange services for any products. 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. 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.
In the case of lost orders, or items that are damaged upon delivery, 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 Card can be exchanged for products or services up to the value of the voucher or amount added to the card. Gift Cards may not be redeemed for cash. Gift cards will be issued in New Zealand dollars (NZD). When returning an item, the current exchange rate will be applied to determine the value of the gift card. These gift cards can be used for purchases in any currency, with the applicable exchange rates at the time of purchase.
Gift Card credit will expire 12 months from issue date. 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.