Returns & Exchanges
Before returning items to us, please read and follow our sincere instructions below. We’ll appreciate your carefully reading on our return policy and making sure that all criteria are met before mailing any items back to us.
This return policy is applicable to all items in our site except those specially marked.
Before shipping out, we'll check every detail of the product for you; make sure that the related accessories are included. Our QC team tests products you ordered are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line.
General Return Policies
1. We DO NOT Refund unconditionally. You need to provide the pictures to prove the problems as detailed as possible and we have taken photos of dresses before delivery to avoid fraud.
2. Contact our Customer Service to initiate the return process within 3 days upon receiving your item(s).
3. We only accept products in their original condition, and we cannot process any products that are returned without our approval. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us and obtain a "Product Return" form that must be included with your package. Any returns without our approval can not get any refunds or exchanges.
4. Mis-shipped products: Once we have confirmed your mis-shipped item (item shipped was not item ordered), we will be responsible for item exchange. Please help us send the dress to the correct person and we will pay the shipping fee. We will really much appreciate your help. You may also return the product and get a full refund.
5. Color Errors: If the color of the item received is not what you ordered, then you are qualified to get a full refund and return the dress. In another words, you can keep the dress and also get a half refund.
Please note that we will not accept any returned items by the color difference which is caused by your display monitor or the weather condition.
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. For further details, please refer to our cancellation policy below for details.
Our Cancellations Policy
1, Orders canceled after we received the payment will be charged 10% fee and buyer is eligible for a 90% refund.
2, Orders canceled 8 hours after payment confirmed will be eligible for a partial refund consisting of the full shipping cost and 70% of the product purchase price.
3. Orders canceled 12 hours after payment confirmed will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
4.After 24 hours of payment confirmed, your order can NOT be cancelled any more. We can only refund the full shipping cost!
5. Once your order has been shipped, it can no longer be canceled.
Actions Products Time Frames Amount Refunded Product Price Shipping Cost Cancellation Customized Dresses within 5 hours of order confirmation 90% within 8 hours of order confirmation 70% 100% within 12 hours of order confirmation 50% 100% Standard Dresses within 5 hours of order confirmation 90% within 8 hours of order confirmation 80% 100% within 12 hours of order confirmation 60% 100%
Note: After 2 days of payment confirmed, your order can NOT be cancelled any more. We can only refund the full shipping cost!
If you would like to cancel your order, please click Contact Us to proceed.
Return Policy: Returning For Replacement or Refund
Your satisfaction is our long-term pursuit and upmost concern. Once your package has arrived, we encourage you to open and check to make sure that the dress that we made meets your requirement. Try your dress on as soon as possible without removing the tags, altering, or washing the dress
If the dresses are not in their original condition, we may charge higher processing fee to cover our lose.
Your order may not be refundable if the dresses turn out to be impossible to be resold!
Please use post mail instead of express delivery to return the items to save your shipping cost and avoid tax in our side.
For any items, if there is a quality problem and you want to apply for a refund, please upload some persuasive pictures or video(in 3days). Once it is verified, you can send the item back to us (customer assumes the shipping cost) only after you get our permission, and we will give you the corresponding refund.
If you are returning or exchanging dresses, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with the intact tags attached.
All our dresses are tailored by experienced professionals and hand-made accordingly. Each dress goes through quality-inspection four times before being shipped out to minimize such problems from arising. Because each dress is hand-made, there will be at most a 5% difference between the product picture and the product you receive.
Defective, Damaged or Misshipped Items
You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package.
If you wish to refund, you will need to cover the cost of shipping the product back to us. After returning the dress, we will inspect the dress to ensure that the defect was our responsibility, upon which we will offer you a complete refund within 16-20 days. However, if the defect is within aforementioned 10% difference, we can only offer you a partial refund of 20%-50%. We hope you can understand.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one 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.
1.Size Deviation: Dress is not the size you ordered
Before ordering a dress, please make sure to give us the exact size measurement. Click here for Size guide. The finished gown may vary by approximately one(1) inch in either direction of the specified measurements.
For the dispute on size deviation, please take some photographs of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to email@example.com and we'll have the designated personnel to take the dispute and offer a reply within 24 hours.
If your dress’s size differs from the specifications of your order by more than one inch, please feel free to choose from the following options:
You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 10% of the product price as 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.
You are allowed to send back the dress for free alterations, but you need pay for the back and forth shipping. (Without customer service department's confirmation, we do not accept your case.)
2.Dress is the size you ordered but does not fit
Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
You can go to a local tailor or a professional seamstress to have the dress re-sized at your own cost.
Please note that if your order specifications differ too greatly from the final sizing request, re-sizing may not be possible.
Note: We DO NOT accept any returns or refunds if the size is right according to your own order information which is actually measured in wrong size by yourself. We suggest you custom your size but not choose standard size, and make measurements by a professional local tailor.
The settings of your computer screen may alter the color of the pictures shown on Kateprom. Slight color aberration of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. And the pictures in the page are only for reference, the color can not be 100% the same, we can only assure 90% similarity with the models. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Note: We DO NOT accept any returns or refunds if the color is right according to your color information on the order. If you love the color shown on pictures, please choose the option: "show as picture" but not the color you consider in your mind.
If your order cannot be shipped by the time originally stated, our customer service will offer you the option of keeping or canceling your order. You can choose to get a full refund, or keep the order and get a 30% reimbursement upon delivery.
***The overdue problems occurred by carrier are not refundable or exchangeable.
We will not make a refund based on these reasons:
1. Overdue delivery time due to the wrong shipping address or wrong telephone number provided by the buyer;
2. A wrong e-mail address provided by the buyer which can not receive our notification(the one which registered on our site);
3. Never received any confirmation e-mails & calls in 12 hours;
4. Dresses received and sent the photos which have been PS afore-thought
5. A refund or complaint are NOT acceptable after received the parcel 3days later;
6. Not receive a tangible answer from the buyer to continue or cancel the order, any dela ys because of buyer did not respond during our required time, then buyer is in full charge of the loss.
1) Finish and send a return request to firstname.lastname@example.org within 3 days after you received the package. It should include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
2) Once Customer Service approves your request, our address will be attached in the confirmation email, please send the item with the completed Product Return Form back to us as soon as possible.
3) Once we received your item, your return will be processed in 3 to 5 business days. After our confirmation of your return, please allow up to two billing cycles(Less than 30 days) for it to be credited to your account. Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.