We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation and return policy was created with this in mind. However, it is important to note that our clothing are made-to-order and don't have stock dresses, whether you ordered a standard size or custom measurements, the materials cannot be reused once the creation begun. in order to reduce environmental waste and waste of resources, we do not suggest "buy-many-keep-one" order.The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation and return policy below for details.
Please contact us at firstname.lastname@example.org in 24 hours after order confirmation. You’ll get a full refund after cancelling the order. Within 24-72 hours, you will get 70% product price refund and 100% shipping cost refund. More than 72 hours, you will get 50% product price refund and 100% shipping cost refund since we may have made your dress.
All our dresses are produced perfectly and exactly according to the willingness of our customers. Upon the package's arrival, we encourage you to try it/them on as soon as possible without removing the tags, altering, or washing it/them to check the fit and workmanship. Please note color variations on computer monitors, so you must consider a slight color change from actual dress to what you see on screen. We advise you order or view our color swatches to make right choices. And please keep in mind that all our products are made-to-order and don't have stock dresses, so we don't provide try-on home service and accept returns like ordering two dresses and sending back one.
By the way, usually we do not suggest our customers return the dress back to us as the international shipping fee will cost you too much.
For Standard Size Orders
We will issue a full refund if the dress doesn't fit. The shipping and rush fee will not be refunded however. Regarding free shipping items, extra restocking fee £10 will be charged for each refund item. The freight charges of shipping the dress back will be also borne by you, so please tripe check your measurement and color before placing the order.
For Customized Orders
Customized dresses are made specifically for you and no one else will be able to wear it. So sorry to let you know we are unable to accept returns on custom dress. Please take it to seamstress to have it altered in your local place. And we will offer partial alteration reimbursement for you if there is anything to be adjusted. (Please send us a picture of your receipt from the tailor within 2 months from delivered to make sure the alterations can be reimbursed.)
How to Return
Please submit a return request via email within 14 days of receiving your order to make sure you are eligible for a return. Returns made after 14 days will not be accepted.
Please supply photos or other evidence that clearly shows the problems, including quality issues, damage during shipping, color/ style/ size errors.
All returned items must be in original condition, unwashed, unaltered, undamaged, clean and with the original tags and packaging. Please note:
*Please contact us to get a return address.
*Please send back the dress with the original packing we use.
*Please write the value same as the one we given on the express bill.
You need pay the shipping fee from your address to Carlyna when you returned it back.
After we received your returned dress, the refund will be processed within 3~5 workdays.
Sorry that we do not offer exchange service for dresses at this time. If you purchased your item(s) and would like to exchange for a different size, style or color, you will need to return the item(s) for a refund and place a new order for the correct item(s).
If you are not happy with the products for the following reasons:
Defective, Damaged or Mis-shipped Items
If your items were damaged during delivery, we suggest you to take photos or video and get "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects, then no following of customization requirement and size deviation from the posted size criteria. If you receive the damaged or defective dress that is caused by Carlyna, you can get the full refund.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our seamstresses have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.
*We send you a dress in wrong sizes
If the dress's size differs from the specifications you ordered, we encourage you to find a local seamstress to make adjustments, and we will gladly to give you some refund for the altered fee, if you choose this option, we require the copy of the receipt from your seamstress when you request reimbursement. If we make the dress in wrong size for you, you can return the dress to us, and get a refund.
*We send you a dress according to your size requirements but do not fit
If you carefully follow our size chart/how to measure guide before deciding your size, we guarantee that your dress(es) will fit you perfectly. Dresses that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.
Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
*We send you a dress in wrong color
Although we always provide you with true photos, it's sometimes impossible to match the on screen color to the original color of the item, this is due to the settings and computer screen variations, therefore please expect that there may be a slight change in the color. However, if you are certain that you have received the item in a wrong color, please contact us to see if a return or refund is possible, if a mistake has been made, then you may be eligible for a return for a full refund. We know color is important to you, so we highly recommend you to order swatches before ordering the dresses. Please email us at email@example.com if you have any further question.
Last updated: November 9, 2022.