Return & Refund Policy
If you are unhappy with your purchase, as long as you contact us within 30 business days from the receipt of the item, we will process your return/exchange request. Any request after 30 business days will not be honored. Please contact us by email (service@vanadress.com) first.
Return & Exchange Conditions
- Items returned without prior authorization will not be accepted.
- Items must be returned within 30 business days after your return request is approved.
- All items must be in the same condition that you received them: unworn, unwashed, unaltered, with original tags and packaging. Proof of purchase is required.
- For all returns or exchanges, customers must use a shipping method that provides tracking information.
Non-returnable items:
- Final sale items or gift cards are non-refundable.
- Damage or loss caused by the customer is non-refundable.
- The following items cannot be returned or exchanged: ① Clearance Items, ② Accessories, ③ Customized Items (Custom Sizes/Colors), ④ Flash Sale Items.
General Return Process
- Initiate a return: Email us at service@vanadress.com with photos/videos of the items and your order number. Our team will review your request within 3 business days.
- Ship the item back: If accepted, we will provide the return address and instructions. (Note: Unauthorized returns will be rejected). We recommend using a shipping service with tracking and signature confirmation, as we are not responsible for lost return parcels.
- Inspection & Resolution: Once received, we will inspect the item within 3-5 business days and process your exchange or refund.
Return Charges
- For customer-initiated returns (personal preference, size choice, etc.), the customer is responsible for the return shipping costs.
- Restocking Fee: Returns of 2-3 items are subject to a 15% restocking fee; Returns of 4 or more items are subject to a 30% restocking fee. These fees will be deducted from your final refund.
Refunds
Once your return is inspected and approved, the refund will be processed to your original method of payment within 2-3 business days.
If you haven’t received the refund after 3 business days, please check your bank account and contact your credit card company or bank. Processing times may vary. If you still have questions, reach us at service@vanadress.com.
Order Cancellations
Most of our dresses are made-to-order. Once the creation process begins, materials cannot be reused. Please refer to our cancellation policy:
- Unpaid orders: Automatically cancelled after 24 hours.
- Cancel within 24 hours of payment: Full Refund.
- Cancel 24-72 hours after payment: 80% refund.
- Cancel 72-120 hours after payment: 50% refund.
- Cancel after 120 hours of payment: No refund available as production is well underway.
Once an order has been shipped, it cannot be cancelled.
Note: We do not issue refunds for parcels destroyed, lost, or returned due to client-related circumstances (e.g., incorrect address, recipient absence, or failure to cooperate with customs).
Contact Information
Email: service@vanadress.com