Specific Policies for Our Items

Order Cancellation
Our dresses are all made to order. Once the tailoring process has begun, the materials can not be reused. But there is still time to change your mind after placing your order. For details, please refer to our cancellation policy below

Cancellation Policy

-Unpaid order will not be processed. If you do not need it, please simply ignore it. 
-Order cancelled within 12 hours of payment confirmation will be eligible for a full refund.
-Cancellation within 12 to 48 hours after the order is paid: you will get a partial refund consisting of 50% of the item price and the full shipping cost.
-Cancellation within 48 to 72 hours after the order is paid: you will get a partial refund consisting of 30% of the item price and the full shipping cost.
-Cancellation beyond 72 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.
-Once your order has been shipped, it can no longer be cancelled.
If you need to cancel your order, please email us for help. 

If you want to change size or color after payment.

Please contact us in 24 hours after payment. Please note color and size can not be changed once the process has begun. If you really want to change size or color, extra cost would be charged. Please contact us.

Sizing or Fitting Issues

As all of our dresses are hand-sewn and made to order, the finished gown may vary by approximately one inch in either direction of the specified measurements. We would check the size and measurements before we ship them. Therefore, the mistake on size and measurements are very rare.

Refund Policy

Your satisfaction is always our top priority. When you receive your package, we encourage you to check to make sure the garment is made to your order specifications. Try on your clothes as soon as possible without removing tags, changing or washing clothes.

If you are returning or replacing clothing or accessories, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and that the labels are intact and attached. You will be responsible for all return shipping charges.

Refund channel: original channel return

Refund time limit: 7-14 working days (refund processing within 3 days after receiving the returned package + bank processing refund)

Exchange

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.

1. Contact us within 2 days after you receive the items.

2.We will send new dress once we received the item you returned.

3.You need to pay the return shipping fee and the shipping fee of new dress.

Return

All dresses made by hand work, although we can’t be careful, there might be some small problems which we can’t be totally avoided, but take it easy, if there are our problems to make dresses wrong size, color, style, you will get full payment back!

For standard size dress in picture color only, we accept return. You need to pay the return shipping fee. Since the return shipping would be too expensive, we highly suggest you choose size carefully. Please double check our size chart and order the correct size.

We will accept returns if there is a quality problem caused by homdordress, and we also have the right to refuse any unreasonable returns, such as the wrong size/color you gave us.

Items that cannot be returned or exchanged

1. Promotional items are non-refundable and non-exchangeable.

2. Accessories are not accepted for return (earrings (including jewelry sets with earrings), personal care items (including underwear, etc.) are not returned due to hygiene reasons)

3. Problems caused by customers themselves (provided wrong size and color, just don't like)

4. We do not accept returns for trial orders. If you only need one garment, don't order multiple garments and return the others you don't like. Because all clothing is made after payment, it is difficult to sell even if it is returned.

Return Policy:

We will accept returns if dresses have quality problems, wrong delivery time, we also hold the right to refuse any unreasonable returns, such as wrong size you gave us or standard size which we made right, but we offer free modify.
Please see following for the list of quality issues that are fully refundable for:
Wrong Size, Wrong Color, Wrong style, Damaged dress- 100% Refund or remake one or return 50% payment to you, you keep the dress.

We reserve the right not to accept the returns without prior approval from our Customer Service.

In order for your return or exchange to be accepted, please carefully follow our guide:
(1). Contact us within 7 days of receiving the dress (please let us know if you have some exceptional case in advance)
(2). Provide us with photos of the dress, to show evidence of damage or bad quality, this also applies for the size, or incorrect style and color etc.
(3). The returned item must be in perfect condition (as new), you can try the dress on, but be sure not to stretch it or make any dirty marks, otherwise it will not be accepted.
(4). The tracking number of the returned item must be provided together with the reference code issued.
(5). If you prefer to exchange dresses, then a price difference will be charged if more expensive.
(6). You are required to pay for the shipping fee to return or exchange the dress.

(7). Refund time limit for returns: After receiving the returned dress and checking that there is no artificial damage to the dress, refund within one week.
(8). When you return the package to us, please pay attention to the following points, if not, customers should pay for the duty:
we put all of our energy and mind into each dress, each of our dress are full of love, our long experience and skilled craftsmanship keep less return rate till now, but if there are our problems, we could return all your payment, for more details, please see our FAQ.

Return contact email: service@hellogown.com