Return & Exchange Policy
We try our best to make sure that our customers are 100% satisfied with the products. We understand that ordering dresses for your special occasion is a very important undertaking, and we create the policy with this in mind. However, please note that all our dresses are made according to your requirements, once the returning or cancelling process starts, the materials can't be reused. So before returning your dresses to us, please make sure that you have read our return & exchange policy and understand it clearly.
Q1: When can I cancel my order?
Orders canceled within 72 hours after payment confirmation will be eligible for a full refund.
Orders canceled after 72 hours will be eligible for a 25% partial refund.
Q2: When should I contact you if I want to return the product?
If you want to return the product, please let us know within 3 days from the time you receive it. The overdue request will not be accepted.
Q3: If the item is damaged, can I return it to you?
Please note that we only accept products in their original condition -- unwashed, unaltered, undamaged, clean and free of lint and hair. If the damage is caused by yourself, such as you have misused it, torn the dress up when you tried it on or you have altered it wrong, we are very sorry that you can’t get a refund.
Q4: If I don't like the item I received, can I return it to you?
We made the items by strictly follow with the style and the material displayed on the site, all requests for returns such as not like the picture I ordered, dissatisfy about the quality, not like the item, not the material I like etc, are NOT ACCEPTABLE.
Q5: If I'm not at home, and miss the delivery time, can I get a refund?
We suggest that you’d better ask a neighbour to sign for your order if you are not at home.
Q6: I f the color of the dress is not what I ordered, can I return it to you?
Please note that color aberration is existed due to the color affected by the PC monitors and weather condition. The errors don't include color aberration. However, if you are sure that you have received the item in a wrong color, you could send the item back and get a full refund, not include the shipping back fee.
Q7: If I give you wrong information when I place the order, can I return the item to you?
Sorry, we tailor all our dresses strictly according to the information of your orders; in this case, we cannot accept returns.
Q8: What items can be returned?
Quality Issues: If the products are defective, damaged or mis-shipped by us, you are eligible for a full refund or replacement with no extra cost.
Color Errors: If the color errors are caused by us, you are eligible for a full refund or replacement with no extra cost.
Size Errors: Please note that all of our dresses are hand-sewn and customized, the dresses may vary approximately 1 inch in either direction of the specified measurements. To ensure that your dress will fit you perfectly, our tailors have made all our dresses with additional fabric in the seams to allow minor size modifications easily. If the size errors are caused by us, you are eligible for a full refund or replacement with no extra cost.
If the size is not what you ordered, here are some options for you:
(1) You may ask a local tailor to alter the dress; in this case, we will reimburse you up to 50% of the original price for your tailoring cost. Please don't forget to send us a copy of your receipt.
(2) You may alter the dress by yourself, and we can send you some cloths at our expense. Our tailor will give you some suggestions, please feel free to contact us.
(3) You may send back the dress and get it altered with passwedding.com responsible for all the shipping fees.
(4) You may feel free to give the dress to your friend, sell it to others or keep it yourself. We will re-tailor a new one and send it to you all at our expense.
Q9: What's the process for returning merchandise?
Step1: Contact our customer service by email within 3 days after you receive your order.Please write down the details of your questions in the email.
Step2: Please take some photos on your dress by laying it on the ground and placing a tape ruler to measure the different part. Then you may need to send the photos to us by email. Please note that if you don't send us the photos, we can't accept your refund request.
Step3: We will process your return,please don't forget to check your emails.