ElleProm Service - Return Policy
Before returning items to us, please read and follow the instructions below. You can also call our Customer Support Hotline, where one of our customer sales representatives will be glad to help you.
Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
We reserves the right to charge a handling fee on all returned products.
Please contact us within 3 days after your package consigned if you have any questions/problem.Or the order will be treat as well completed and Do Not accept any further requests.
For mis-shipped items ( item received was totally not item you ordered), once confirmed, we will be responsible for an item exchange and any shipping fees. If you so choose, you can also return the product and get a full refund.
If the color of the item received is not what was ordered, you are eligible for a refund or replacement, This does not apply if the color difference is caused by your display monitor.
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
1. Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
2. Orders canceled 1-3 days after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
3. Orders canceled after 3 days of payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
4. Once your order has been shipped, it can no longer be cancelled.
Defective, Damaged or Mis-shipped Items:
You are eligible for a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items.
If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier.
Sizing or Fitting Issues:
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.
Dress is not the size you ordered.
Should your dress size differ from the specifications of your order by more than one inch, feel free to choose from the following options:
1. You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
2. You may use our modification service free of charge, with We responsible for all shipping fees.
3. You may return the dress to us to receive a full refund.
Our size chart may differ from the size of your daily wearing or your local size chart.Please make sure you have checked the SIZE CHART and MEASURE TIPS on We and be sure that you have offered the correct information before you place order.
We do not afford the custom declaration fee when u send back and will not refund until we received the dress. We keeps the right to make the final right to interpret and right to refuse the returning request if the customer does not provide the evidence or do not cooperate.
Dress is the size you ordered but does not fit
If the dress does not fit properly, but was made according to the specifications included in your order, please choose from the following options:
1. You may go to a local tailor to have the dress resized (at your own cost).
2. You may use our modification service to resize your dress for free, but you have to pay for the postage both coming and return.
3.If your order specifications differ too greatly from the final sizing request, resizing may not be possible.
1. Our size chart may differ from the size of your daily wearing or your local size chart.
2. Please make sure you have checked the SIZE CHART and MEASURE TIPS on We and be sure that you have offer the correct specifications before you place order,or we will not accept any dress returning or exchange.
1. The settings of your computer screen may alter the color of the pictures shown on We. Slight color mismatches between the color of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
2. And since different batches of fabric may have some color difference , the dresses didnot buy in the same order or at same time may have some color difference , this may not mean that the dress is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
1. Make sure that you have checked our color chart or confirm with our customer service representative.
2. Since the color difference of the different batches of fabric, we donot accept the dresses returning/exchange which ordered on different order or date.
3. We strongly suggest that you can order your all bridesmaid dresses on same order or date to avoid the color difference.
Requesting Refunds or Exchanges: Please be ready to provide:
1. Original order number
2. Reasons for exchange
3. Photographs clearly showing the problem with the item
4. Requested replacement item's name, number and color
5. Your shipping address and phone number
All returns must be sent back within 3 days after you get the return form/template from our customer service team. We only accept products in their original condition without wash,smells,or stain.
Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service and obtain a "Product Return form" that must be included with your package.
About the Custom Declaration
Since difference countries may have different custom policies on importing items, we could not sure about the charge,so all the price on We will NOT include the destination country custom declaration cost.And we will not pay for that either when the items arrived at your country. Customers should ask for the local custom office before the ordering and we can help to provide the invoice if needed. We do NOT afford the custom declaration fee when you send the dress back and will not refund until we received the dress.