Returns & Exchanges
What items can I return or exchange?
All returns and exchanges must be in their original condition—unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging.
Items not eligible for return or exchange:
- Customized, personalized and dyed items.
- Perishables, swimsuits, and personal care items including face masks.
- Final sale items.
- All clearance items are final sale and cannot be returned or exchanged.
When it comes to any return or exchange requests, please always contact our customer support team first. Our team is here to guide you through the return or exchange process smoothly.
How do I return items?
Step 1: Submit Return Request
Please contact our customer support, indicating the item(s) you would like to return and the reason. We do not accept returned items that were sent back by you directly without checking with us first.
Step 2: Pack It Up
After receiving return instructions from us, please package up the item(s) to be returned with the original packing. Write your order number on the package, like SF1658 to make your package be recognized easily, so we can solve your problem as soon as possible.
Step 3: Send It Off
Once your return is properly packaged, Drop off your package at the local post office.
As a reminder, ship your item to us within 5 days of received the item(s).
Step 4: Receive Your Refund
Most returns are processed within 7 business days after we receive your package. We'll issue the refund to your original way you paid for the order. Once your refund has been issued, you will receive a confirmation email. Original shipping fee & return shipping fee will not be refunded.
✲ Please note that all the returns, customers need to pay for the cost of shipment.
How do I exchange items?
To complete an online order exchange, you must complete a return and place a new order of equal or greater value. Please contact us to assist you with both your return and placing your new order.
Can I change my order ( Size or Color )?
Once your order is submitted, processing begins immediately , 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.
When will I receive my return refund?
We will inspect and process your return within 14 days. You will receive a confirmation via email when your return has been processed. Please allow up to two billing cycles for the return credit to appear on your credit card statement.
✲ initial shipping and handling fees will not be refunded.
General return policy
1. You have 5 days to decide if an item is right for you, if you would like to return the item please contact us within 5 days of delivery.
2. The following items cannot be returned, refunded or exchanged :
Items On Clearance, Accessories, Customized Items, Flash Sale Items.
3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
4. Items with non-returnable marks and free gifts cannot be returned.
5. We do not accept returned items that have been sent back without proper returns requests.
6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
7. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-SQOSA products.
8. As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
9. We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information.
10. We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
11. Overdue Return & Overdue Lost caused by the customer, a 40% refund will be issued back. Such as, overdue to pick package up, overdue to assistant for the Customs Clearance and so on).
We acknowledge the significance of ordering a dress for your special occasion, and we have designed our cancellation policy with utmost consideration. We want you to be aware that the majority of our dresses are made-to-order, and once the production process has commenced, the materials cannot be repurposed. Nevertheless, we have some positive news to share – there is still a window of opportunity to change your decision after you've placed your order. For specific information, please refer to the cancellation policy outlined below.
- Unpaid orders are automatically cancelled after 1 day.
- You can cancel your order within 24 hours of payment for a full refund.
- If you cancel your order between 24 to 72 hours after payment, you'll receive an 80% refund, plus the shipping fee.
- For cancellations made between 72 to 120 hours after payment, you'll get a 50% refund, plus the shipping fee.
- If you cancel your order more than 120 hours after payment, you will receive a refund for the shipping fee only.
- Once your order is shipped, it cannot be cancelled.
We believe this policy strikes a balance between providing flexibility for customers while considering the resources and efforts involved in the production process. If you have any questions or need further clarification, please don't hesitate to reach out to our customer support team. We are here to assist you throughout the process.