We focus on providing the best products and leaving an enjoyable shopping experience for our customers. But if you are dissatisfied with the products. Don’t worry! Please read and follow our sincere instructions below.
Our Return and Cancellation Policies were created to help customers to handle all kinds of return cases. If you can’t find the answers to your questions from our Return and Cancellation Policies on this page, please email to firstname.lastname@example.org and our service team will reply to you within 24 hours (during working days).
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 3-7 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 word, 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.
- Cancellation within 24 hours after the order is paid: you will get a full refund.
- Cancellation within 2 days after the order is paid: you will get 90% refund.
- Cancellation over 3 days after the order is paid: you will get a partial refund consisting of 50% of the item price and the full shipping cost.
- Once your order has been shipped, it can't be canceled.
If you would like to cancel your order, please send an email stating your order number and name to email@example.com. We will proceed the cancellation.
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 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.
- Email our Customer Service: firstname.lastname@example.org within 7 natural days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service.
- Once you received the reply from email@example.com, it means your request for return has been approved. Please return the dress to us with the address we provided ASAP (3-7 days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
- All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
- Original shipping is non-refundable.
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.
1. Flawless Products
If you want to return flawless products, you can only get 40% refund of the dress price, and the shipping cost is not returnable. You need to pay the shipping cost to return the dress as well.
Note: We refuse to return the items back without any quality problems. If you bought it and did not love it after you received it, we refuse to return it!!!!
2. Defective, Damaged, or Mis-shipped productsYou 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 the aforementioned 10% difference, we can only offer you a partial refund of 20%-50%. We hope you can understand.
3. 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.
Size Deviation: Dress is not the size you ordered
Before ordering a dress, please make sure to give us the exact size measurement. The finished gown may vary by approximately one 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 firstname.lastname@example.org and we'll have the designated personnel 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 to pay for the back-and-forth shipping. (Without the customer service department's confirmation, we do not accept your case.)
The 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 the wrong size by yourself. We suggest you custom your size but not choose a standard size, and make measurements by a professional local tailor.
4. Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on kikiprom.com. 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 on the page are only for reference, the color can not be 100% the same, and we can only assure 90% similarity with the models. However, if you are positive that you have received the item in the 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.
5. Quality Problem
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 7 days). Once it is verified, you can send the item back to us (the customer assumes the shipping cost) only after you get our permission, and we will give you the corresponding refund.
6. Overdue Products
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 60% refund, or keep the order and get a 30% reimbursement upon delivery.
!!!The overdue problems that occurred by the 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 who 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 before-thought
5. A refund or complaint is NOT acceptable after receiving the parcel 3 days later;
6. Not receive a tangible answer from the buyer to continue or cancel the order, any delays because of buyer did not respond during our required time, then the buyer is in full charge of the loss.