Helene Bridal
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Home  / Return & Refund  / Return Policy after Shipping




Return Policy after Shipping

Your satisfaction is our long-term pursuit and upmost concern. Once your package has arrived, we encourage you to open to check and make sure that the items meet your requirement. If the items are not satisfactory in any aspect,please refer to the following terms.

Please kindly contact our customer service by Email:   within 7 days after you receive your package. Any overdue complain won't be handled. All returned items must be in brand-new condition, unused ,unwashed,unaltered and with original condition and packaging.


Solutions to various situations:

1. Size issues:
As all of our dresses are hand-sewn and custom-tailored, the finished gown may vary by approximately 1 inch in either direction of the specified measurements. To ensure that your item will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.

(1) Item is not the size you ordered:
If you are sure the dress was made in wrong size,please send photos of your measurements and you wearing the dress. we encourage you to find a local tailor to make alteration, as long as we can confirm the size is wrong, we will gladly reimburse you up to 50% of the product price. Please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement. Please send us the copy of the receipt by email.

(2) Item is the size you ordered but does not fit:
As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.

2. Colour mismatch:
(1) Colour difference might exist because of different screen resolutions. Slight color mismatch between the real colour and the screen colour may not mean the item is defective. We have made every effort to match the true colour to the screen colour. Your understanding will be greatly appreciated.

(2) If you are confident that you have received a wrong colour item (for example, you ordered white, but we sent you black), please contact Customer Service and send photos of the dress for us to confirm the colour. As long as we confirm the colour is wrong,we will make the correct colour dress for you for free.

3. If you can accept none of the solutions above, and insist returning the dress, please refer to the chart below:
 
   Dresses Price  Shipping Cost  Rush fee  Plus-size fee  Custom-size fee
 Standard size dresses  Refund 50%  No Refund  No Refund  No Refund  -
 Custom size dresses  Refund 40%  No Refund  No Refund  -  No Refund
 DIY Order  Refund 30%  No Refund  No Refund  No Refund  No Refund
Cutomers should afford the shipping cost for shipping back the dress and the custom duty if there is.

For free shipping and free custom size orders return,the shipping cost which we paid to ship the dress to you and custom size fee will be deducted from your total amount.



* Reminder: The Processing Time or Delivery Time would maybe delayed by some External Causes which are invalid in Helenebridal's Total Time Schedule(Processing time + Shipping time) and Return Policy, Such as: Order placed around Holidays, Traffic Control, Heavy Snow Storms, Serious Flood, Ice Disaster, Earthquake, Power Failure and Bulk Orders. We appreciated for all your understanding when we are in the above situation. Our staffs would try hard to let you know your order's status ASAP.

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