Refund Policy

Contact Customer Service to initiate the return process within 7 DAYS upon receiving your item(s). After 7Days,we cannot offer return service. If there is a problem with the product you received, our customer service may ask you to provide a few photos of the dress you received and then provide feedback to our dress team.

NO returns and NO exchanges for custom items(Including custom size and custom color and some other special requirements about the dress.)

Return Shipping Cost will be paid by customer.

We can only refund you the item price itself,the shipping cost you spent cannot be refund, as this part had been paid to shipping company.Shipping back fee is paid by customers.

All returnable items must be unwashed, unworn, and in original condition with their tags still attached.

 

Refund

For issues (e.g fit issue, dislike, buy 2 and try both but only keep one, etc.) which are not caused by us, buyer should bear forth and return shipping cost. 

Unlike wrong size, fit issue is usually not caused by the seller. But to offer better service, we provide size customization services. You can choose a custom size in your order and just enter your size.

Please note if you choose colors across different fabrics, the colors may vary a lot. It doesn't mean that we make a wrong color. e.g. Burnt orange of chiffon is quiet different to burnt orange of silk satin.

Because our dresses are handmade, we do not support buying more and keeping only one. If you return them, a processing fee of 40-50% will be deducted.

Attention: All of our dresses are handmade and need to be shipped to you. If there are slight stains after receiving the dress, they can be cleaned. So stains are not a quality issue, I hope you can understand. For orders that require a return due to stains, you will need to pay for the return shipping fee yourself.

How To Return & Refund（▲Attention: Do not send the return address to the address on the shipping label. You need to contact our email to obtain the correct return address.）

1. Within 7 days after receiving your order, submit a return request in my order or contact us to customer service. Please attach the reason for the return and photos for verification.
2. Once we approve your request, we will provide the address to you, please send it back by yourself.
3. When we receive the returned package, we will check the item to make sure it is in its original condition and has the problems described in the return request.We can only refund when we got item.if we cannot got that,we refuse to refund. If the parcel was hold by the Customs, the Customs Clearance fee need to be paid by customer,Or we can’t get the item. 
4. Once confirmed, the refund will be returned to the original payment method within 7-10 days (processing time depends on your payment method and bank). The original freight and return freight will not be refunded

Conditions* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* 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.
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

FOR ALL CUSTOM SIZE DRESSES:

At Luolandi, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!

What will be a custom option (customized product)?

• Custom color;
• Custom size;
• Customization;
• Choose or offer a color which is not the main shown picture color;
• Change back style which is not the original one;
• Offer a dress image (not from us) to customize, OEM, etc.

A few things to remember about custom dresses:

Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.

 We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!

CANCELLATION POLICY

All our items are made-to-order, including standard size items, with this in mind, please refer to our cancellation policy below:

• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.

If you would like to cancel your order, please login to My Orders, select the order you need help with, and request cancellation.