Refund policy
Refund & Exchange Policy
At our brand, each outfit is made to order with careful attention to detail and craftsmanship. Please read our policy carefully before placing your order.
No Refund Policy
All sales are final. Every outfit is custom-made specifically for you, so refunds are only given in the cases set out in this policy: an order we fail to deliver, or an outfit that arrives damaged or defective.
Exchange & Alterations
• We offer size exchanges or minor alterations.
• Requests must be made within 3-5 days of receiving your order.
• The item must be unused, unworn, and in its original condition with all tags intact.
• Customers are responsible for delivery charges for exchanges.
• Orders with customised alterations cannot be exchanged.
Wrong size
• If your outfit does not match the size you ordered, you must tell us within 2 days of delivery.
• Send photos of the outfit laid flat with a measuring tape clearly showing the measurements, so we can compare them with our size chart for the size you ordered.
• If we confirm the size is wrong, we will alter the outfit to the correct measurements free of charge, and we pay the shipping both ways.
Damaged or Defective Items
• This applies if your outfit arrives burnt, damaged, destroyed, defective or with a quality issue.
• You must report it within 2 days (48 hours) of delivery, as shown by the courier’s tracking.
• Send as many clear photos as possible, from all angles, including close-ups of the problem.
• Send a continuous unboxing video, recorded from the sealed parcel until the outfit is fully unpacked.
• Send photos of the outer packaging and the shipping label.
• The outfit must be unworn and unwashed, with all tags attached.
• Claims reported more than 2 days after delivery, or without this proof, cannot be accepted.
• Once verified, we will proceed with a refund or replacement accordingly.
Orders we fail to deliver
• If the courier confirms your parcel has been lost, or we are unable to deliver your order, you can choose a free remake and reshipment or a full refund.
• Delays caused by events outside our control, as described in our Shipping Policy, are not a failure to deliver and do not qualify for a refund.
• This does not apply to parcels that are refused, returned because of an incorrect or incomplete address, or not collected.
How refunds are paid
• Approved refunds are paid within 14 working days, to the original payment method, or by bank transfer if you paid by bank transfer.
Important Notes
• Slight variations in color or embellishments may occur due to lighting and screen differences and are not considered defects.
• Custom orders cannot be canceled once production has begun.