Return policy
At lulubride.com we take great pride in our handcrafted products and strive to ensure the highest quality in each and every item. Due to the nature of our production process, we regret to inform our customers that we do not support the practice of "buying an extra item and keeping it". We ask that our customers please consider their orders carefully and only order the items they truly want to keep. We have implemented strict quality control procedures to ensure that all products meet our high standards before being shipped to customers.
Every garment, whether standard size or custom made, is made to order. We generally do not support returns. Of course, we are willing to offer an exchange or refund, if the garment has quality defects.
1. Please contact our customer service within 14 days of receiving your items to initiate the return process.
Please note that we can only accept products in their original condition and cannot process products returned without our knowledge. If you would like to return part or all of your order, please contact customer service at Contact.
2. Color Defect: If the color of the item received does not match the one ordered, you are entitled to a full refund.
3. This return policy does not apply to our commercial resellers. Please contact us for further instructions
order cancellation
We understand that ordering a dress for your special occasion is a very important undertaking and our cancellation policy has been written with this in mind. However, it is important to note that our dresses are made to order and once the tailoring process has begun, the materials cannot be reused. Please note that after you have placed your order, you still have time to change your mind. Please see our cancellation policy below for details.
cancellation policy
We know that it is very important for you to order a dress for your special occasion and that is why we have a cancellation policy. However, it is IMPORTANT to note that our dresses and some accessories are made to order and everything started from scratch (including the standard size). And the materials may not be used anymore when the creation process began. The good news is that after you place your order, there is still time for you to change your mind.
Please see our cancellation and return policy below for details:
Cancellation of all orders for the dress within 12 hours will entitle you to a full refund.
Cancellation of all orders of the dress within 24 hours will entitle you to a partial refund of 70%.
All dress orders cannot be cancelled or changed after 24 hours.
replacement or refund
Your satisfaction is of the utmost importance to us. Upon the arrival of your package, it is recommended that you inspect the dress to ensure it meets your order specifications. Please try on your dress as soon as possible without altering, washing, or removing the tag. Please note that you must contact us to initiate the return process.
When returning or exchanging dresses or accessories, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags intact and attached. You are responsible for all return shipping costs.
Defective, damaged or incorrectly shipped items
You are entitled to a full refund if your items were defective, damaged, or incorrectly shipped. If you believe your items were damaged during delivery, you must request "Proof of Damage" documentation from your carrier, which should accompany your return shipment.
size or fit issues
Because all of our dresses are hand sewn and made to measure, the finished dress may vary from the stated measurements by approximately 1" in either direction. To ensure your dress fits you perfectly, our tailors have reserved extra fabric in the seams to allow for minor modifications.
size deviation
Due to lighting, display and other factors, the color of the picture and the actual color of the product may have slight differences. The color display will be based on Apple devices.
Due to the manufacturing process of the material, the color of each batch of material varies slightly.
We insist on continuous improvement of the manufacturing process to minimize color differences.
If your dress size differs by more than one inch from the specifications of your order, you should visit a local tailor to make adjustments. In this case, we offer a limited refund for alterations. If you choose this option, please remember to request a receipt from your tailor. The copy of the receipt must be presented to request a refund.
Item is the size ordered but does not fit
Please understand that items that do not fit properly but meet the specifications you ordered cannot be returned or exchanged. You have the option to seek out a local tailoring service at your own expense. Please note that if your order specifications differ greatly from the final size request, resizing may not be possible.
color deviation
Your computer screen settings may alter the color of the images shown on the website. Slight variations in color may not mean that the dress was defective or incorrectly shipped. However, if you are certain that you received the item in a wrong color, please contact customer service to see if a return or refund is possible
Items that cannot be returned or exchanged
- No returns or exchanges for personalized items.
- No returns or exchanges for perishable goods, earrings (including jewelry sets containing earrings) and personal care items (including lingerie, etc.) due to hygiene reasons.
- As all items (including standard size) are made to order, we cannot afford to accept "buy one, buy many" purchases. Our customer service team may cancel an order believed to have been placed with this intention.
return process
- Submit a return request to Contact Customer Service within 14 days of receiving your order. Please include an explanation and photos explaining the reason for your return. We reserve the right not to accept returns without prior approval from our customer service.
- Once our customer service team approves your request, we will provide you with a return address that must be filled out and included with your return. Please send the items within 3-5 business days. Please keep the tracking number safe.
- All returned items will be subject to inspection. We will process the refund if we confirm that the product has the issues you mentioned. After the refund is processed by us, it usually takes 10-15 business days for the amount to be credited to your account, depending on your bank or payment service. Your bank or payment service may charge a small transaction fee.
- The original shipping fee and return shipping fee will not be refunded.
- You must bear all return postage yourself!
Please note: We reserve the right not to process refunds if returned in unacceptable condition.