Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first within 7 days upon receiving the dress(es). We are always at your service.
We understand that colors on your computer screen can differ to how they appear in person. So, it is advised to refer to the Color Swatch on product description page to help you decide.
Sizing can differ from company to company, the best way to figure out which size will fit you best is to match your measurements to our handy size chart, which is also included on every dress's page.
Bridelily will issue a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please do reach out to our Customer Service Team directly within 7 days upon receiving the dress(es) for assistance with processing your return.
Please note the request on all the after-sale problems shall be issued within 7 days after the item arrives at you.
For All Bridelily Dresses
Please keep in mind, we have warehouse in USA. So if you are not sure if the dress fit you, you can buy it first and try on, if it is not fit or you don't like the style, you can return to us to get your refund. That's really easy!
Before your purchase, please note all of our dresses are made to order which means our tailor makes the dresses one by one to keep in high quality! Currently each dress needs both processing time and shipping time, if your time is urgent, please contact us to make a rush order.
At bridelily, you never need to worry about the fitness. All of our dresses are handmade to your specific measurements or size chart to fit you. If it is not fit, you can just make some additional alterations or adjustments at your expense to get your ideal and fit dress.
To provide additional assistance and help, we offer a limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses), you just submit a picture of your receipt from the tailor via email to email@example.com and we'll do the rest! Way too easy? Yes, It’s so easy for you to get the reimbursements!
Please see reimbursement limits for our dresses below in USD:
Dress $59 and under - limit $20
Dress $60 - $99 - limit $35
Dress $100 - $199 - limit $50
Dress above $200 - limit $75
Of course, we also receive returns if you have to return your order.
If there is no quality problem but you are not satisfied with the product or you change your mind, Bridelily will offer you a 50% refund after you return to us. We will take a 50% restocking fee, which will automatically be deducted from your refund. Please notice we still charge the shipping fee, plus size fee and rush fee(if there is ) under this circumstance even if your order is free shipping order.
You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.
The item must be shipped back within 15 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.
Please make sure all items must be returned in original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy.
It will take up to 3 business days for us to process your return and refund once the package arrives back to us (This can take several more days during our peak season). You will receive a refund soon after we check your return package. Please note your bank may take additional days to process the refund.
Custom dresses usually cannot be returned unless there is a quality problem because they are final sale. Please confirm color, style, and measurements within 24 hours after your payment.
For All Shoes & Accessories
Bridelily will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).
* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* Original shipping fee & return shipping fee will not be refunded.
* As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
For Final Sale Items
All items marked as clearance, Intimate items (including corsets, petticoats, shorts, and garters,etc.) and all fabric swatches are final sale. No returns or exchanges for any reason.
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. We can accept the “return and reorder” once only. Please do recheck the color, size, etc for the new order and email us if you need any help.
Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
How To Return
1. Submit a return request at Contact Us to Customer Service within 7 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request. Please send your item(s) using local post which is trackable within 7 days from receiving the return confirmation.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).
We reserve the right to refuse the return if received in an unacceptable condition. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached
We cannot process any products that are returned without our prior confirmation.
We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
For forcibly return which is not eligible per the return policy, for wedding dress, we have the right to charge 70% of the purchase price (excluding shipping and tax) as a restocking fee, for bridesmaid dresses, we have the right to charge 50% of purchase price(excluding shipping and tax) as a restocking fee.
Order Changes and Cancellations
Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.
In the event that you would like to cancel or make changes to your order, please let us know within 24 hours upon placing your order. If you would like to make any changes to your order, please contact us with your requests. Please note that corresponding fees will be charged based on the changes you request.
For cancellations, please refer to our cancellation policy below for details:
· Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
· Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of the product purchase price.
· Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40-60% of the product purchase price.
· Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.
· Once the order has been shipped, cancellation is not allowed.
For items that are not made to order, orders may be canceled for a full refund at any time until the order is shipped. If you would like to cancel your order, please contact us to request cancellation.
Thank you for your interest in Bridelily. We are flattered that you are considering us for your special day! If you have any further questions, please get in touch. We are happy to help!