About cancel order
We understand that it is important for you to order a dress for your special occasion and our cancellation policy is in line with this. However, it is important to note that all of our dresses are made after the customer has placed their order and we need to ensure that each dress is made from new fabric. Our dresses and some of our accessories are made to order, and once we start the production process, the materials cannot be reused. The good news is that you still have time to change your mind after placing your order. If you have any questions about the order and want to cancel, you can refer to the following.
· Cancellation within 6 Hours:
All dress orders canceled within 2 hours of payment confirmation are eligible for a full refund.
· Cancellation within 6 to 12 Hours:
Orders canceled within 2 to 12 hours of payment confirmation are eligible for a partial refund, which includes full shipping cost and 70% of the product purchase price.
· Cancellation within 12 to 24 Hours:
For orders canceled within 12 to 24 hours of payment confirmation, a partial refund consisting of full shipping cost and 40% to 60% of the product purchase price is available.
· Cancellation beyond 24 Hours:
All dress orders canceled more than 24 hours after payment confirmation are eligible for a partial refund comprising full shipping cost and 30% of the product purchase price.
Once the order has been shipped, cancellation is not allowed.
(Please be informed that no order will be eligible for a refund of the rush fee as this is an add-on service.)
Suzhoudress only accepts a partial or complete refund for the item that has a problem due to our carelessness.
We cannot accept returns for confirmed customer sized or customer self-designed dresses.
We cannot accept returns on items that have been worn or damaged by improper cleaning methods.
Bear in mind that the quality problem is not including color aberration for it could exist due to PC monitor display effect and weather condition, but we can declare that our products are of good quality. Any uninformed return of the item will not be credited.
Return & Refund
We support returns, if you find any problem within 10 days after receiving the dress, please contact our staff immediately. Our team will process your feedback as soon as possible.
If you need to return your order without quality issues or change of mind, we charge 50% restocking fee, less refund. Shipping, plus size and expediting fees are charged even if the order has free shipping. You will need to pay for return shipping and material costs. If you have more than two items, please return them at once. Send them back within 10 days of confirming your return. All custom size dresses are non-returnable, except for quality issues. Customized items are final sale, please confirm the information 24 hours after payment.
For Wedding&Prom Dresses
Wedding dresses and party dresses are customized and difficult to reuse, and usually do not accept returns.
If you have an urgent need, please place an expedited order and contact us and we will arrange for fast shipping. You can also check with customer service about the production time before placing your order.
NOTE: We are always trying our best to make each dress most similar to the picture, but we can't guarantee it is all same. Because of the wholesale price, sometimes we have to use similar fabric to make the dress.
Size Errors
Please note that due to the handcrafted nature of our products, the finished gown may deviate approximately 1-2 inches in either direction from the specified measurements. Items that are within the ordered specifications but do not fit properly cannot be returned or exchanged. You may opt to seek a local tailoring service at your own expense. Additionally, if your order specifications differ significantly from the final sizing request, resizing may not be possible.
We offer a modification service for our customers. You can send back the dress within 30 days for modification. However, in this case, customers are responsible for the shipping fees both ways.
Errors Caused by Customers' Own Specifications:
In the event that there is an error in size or color as specified by the customer during the purchase of our products, leading to an improper fit, customers will not be entitled to refunds under such circumstances.
If you encounter any return issues, please contact our customer service at Email: sales@suzhoudress.com. After obtaining approval for the return request, kindly return the item to our factory address.