Shipping & Delivery Cancellation & Returns
Estimated Arrival Time = Production Time + Shipping Time
Production time clock starts when we get order payment and all order details get confirmed. Any requirement changes during the production time would prolong the process and bring extra cost.
In consideration of our customers' benefit, we are forced to ship your order by regular mail. Please understand, however, customs duty is out of our control. We can guarantee no tax fee and will not pay for any tax fee. All the fees possibly arising out of customs clearance are not covered under the Free Shipping provision.
After a commodity has been shipped, we will send the "logistics waybill number" to your mailbox.
ALTERATIONS & RETURNS
Returns Exchanges How to Return Cancellations
Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first. We are always at your service.
In order to avoid problems, please double check your order details (size, color, style) carefully before you place the order, as our goods are processed according to requirements in your order. All placed orders are subjected to our return policy.
We only accept the return of items in their original condition. For any returns or exchanges, please make sure the items are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags and other intact attachments.
Items That Cannot Be Returned
For customized items, are made just for you based on your measurements, choice of fabrics and customizations. The finished images will be provided for your confirmation before shipping. You could cancel orders with maximum 40% refund of your order full cost for dissatisfaction before shipping. They can’t be returned or exchanged after shipping.
For pre- designed items, which are also made-to-order, even with standard size, may not be returned or exchanged. Fabrics, sketches, accessories, clearance items, membership, rush service and shipping cost are not eligible for a refund and exchange. * Please note that we don’t accept any return or exchange without our prior confirmation.
Sizing Or Fitting Issues
As all of our dresses are hand-sewn and custom-tailored, the finished gown may vary by about 1 inch (2-3 cm) in either direction of the specified measurements. It is customary, for most, to have minor alterations to get a perfect fit. Our tailors have reserved additional fabric inside seams to allow minor alterations. In the event that you are not fully satisfied with your dress fit, we recommend finding a local tailor to make adjustments.
If your dress size differs from the specifications of your order by more than 3 inches, 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 20% of the dress price (excluding cost for shipping and rush service).
You may return the dress after our confirmation and we will offer a free modification service to resize your dress. You will need to prepay for the cost of return shipping, which will be reimbursed by us after the dress arrival, upon presentation of the shipping receipt.
Please understand that in the event that items that do not fit properly but are in accordance with the specifications you requested, the items cannot be returned or exchanged. We recommend that you look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, re-sizing may not be possible.
Exchanges are only allowed for items that are defective, wrongly shipped or damaged upon receipt. All items can only be exchanged once for a replacement of the same price; please be aware that we will issue the replacements only after returned items are received.
We do not offer exchanges for items in other conditions at this time. If you purchased your items on ELMASS and would like to exchange them for a different size or style, you will need to return the items for a refund and place a new order on ELMASS. (Note: A restocking fee will be charged in such case. Shipping and handling fees will not be ref