Refund policy
Thank you for shopping at RosyQueen.
If you are not fully pleased with your order, we are here to assist. We will provide a full refund for your purchase, including shipping fees for all damaged, defective, or wrongfully shipped items. If you are not happy with your purchase, don't hesitate to contact us as soon as possible to start processing your return and refund.
Conditions for Return
- You can only return goods within 14 days from the day you receive them. We advise our customers to examine the contents of their delivery as soon as it arrives. Once you are sure the items are damaged or wrongfully shipped, please initiate the return/refund process as soon as you can.
- Please kindly contact our customer service department and ask to return your order. Please do not return the package directly to the address on our website or on the package, which are not our return address.
- To be eligible for return/refund, the item must be in its original state. We will not accept the return of used, worn, washed, altered, or damaged goods. Please ensure that you leave the original tags on the items if you wish to return them.
- AII our items are made to order. This means that we do not stock extra items in our store. Once you place your order, it will be made specifically for you. Therefore, we will not accept returns of goods that are as per your order. Our return policy only accommodates damage or wrongful shipment of items.
- When you ship your return to us, please ensure that you keep your shipping receipt and tracking information. We are not liable for returned goods that are wrongfully shipped, damaged, or lost during shipping.
- Once you receive an item that you think is defective, damaged, or wrongfully shipped, please take images of the original package. This will help us fast-track the processing of your return, partial refund, or full refund.
- Once we receive your returned goods, we will inspect your order and notify you that we have received them. Once your return is processed and approved, we will initiate the refund process via the original payment method. Depending on your card issuer's policies, you can expect to receive your credit within a few days.
For All Style/Size Selection Orders
Please understand that all our dresses are made-to-order, which means the dresses you order are special for you. We put our heart into every dress, the dresses can't be restocked or resold if returned. For this reason, we can't accept "buy-many-keep-one" order. In order to reduce environmental waste and waste of resources, we do not suggest “buy-many-keep-one” order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.
Adjustments And Reimbursements
If you wish to keep your order and make your adjustments, we can offer you a reimbursement. We understand that sometimes, some minor adjustments might need to be made to your order to get the perfect fit. Hence, we offer limited alterations reimbursement for all dresses. This includes both standard sizes and tailor-made dresses. All you need to do is forward us a copy of the tailor's receipt and your order number. Here are our reimbursement limits for custom fit order dresses in USD:
For dresses priced $99 or less - Reimbursement limit $35
For dressed priced $100 - $199 - Reimbursement limit $50
For all dresses above $200 - Reimbursement limit $75
Fabric Swatches, Personalize Items, Accessories And Rush Orders.
After a final sale, we cannot process returns, refunds, or exchanges for all fabric swatches, personalized items, veils, or accessories.
We will not refund the rush fees on rush orders unless the order is defective. If you receive a , defective order, you can contact us, and we will inspect and process the rush fee as soon as possible.
For All Final Sale Items
We will not be able to process any returns or refunds for Final Sale items.
Defective, Damaged Or Mis-Shipped Items
You are eligible to receive a full refund if you receive defective, damaged, or wrongfully shipped items. However, if you believe the items were damaged during shipment, you must provide "Proof of Damage" documentation from the delivery company. This should be included together with images or items when you submit your return request.
Sizing And Fitting Issues
To allow for slight modifications, our tailors reserve additional fabric in the seams of all dresses. We understand that sometimes a finished gown might vary by approximately an inch in either direction of the specified measurements. This will allow you to make alterations so the dress can fit you perfectly.
Size Deviation
Suppose your dress size deviates from your order specifications by more than an inch. In that case, you can find a local tailor and have them make adjustments. For such In this case, we will reimburse you up to 40% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. A copy of the receipt must be provided to request reimbursement.
Color Mismatch
Concerning color mismatch, please note that there might be a slight color deviation due to your computer screen or mobile device settings. However, if you are convinced that the color is not what you ordered, please contact Customer Service to see if a return or refund is possible.
Hand-Made Issues
Most of our dresses are handmade by our experienced tailors so there might be some issues during the customization, we will not treat it as quality issues and no return and exchange.
We have some tips for you to deal with the issues.
1. Threads. Use scissors to cut it, please be careful.
2. Creases. Iron the clothes. Please iron the opposite side (inner side) of the clothes with beads, embroidery or other embellishments
3. Slight Mark. This is mainly caused by tailors when using a water erasable pen for tailoring. It's easy to clean by gently rubbing with water.
Exchange Policy
Do you wish to exchange your dress for a different size or item? Unfortunately, we currently don't offer an exchange service for any products at this time. All our dresses are made to order. Therefore we will not have any extra dresses for exchanging. If you want a different item, please return the order and start a new order from scratch.
How To Process Your Return, Refund, Or Reimbursement
- Create a ticket in your order list within 14 days upon receiving your order. Please include the reason for return and photographs for verification.
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Once we have sent permission to return the goods, we will also provide a returning address via Tickets. All you need to do is print out the address and attach/put it inside the package with the goods you wish to return.
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Once you have successfully shipped the package, please notify our customer service representative that your shipment is on its way. You must also provide them with the shipment's tracking number provided by your Local Post Office.
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Upon receiving your returned order, we will notify you via email. We will then inspect your item and a refund/return will be processed within 3 to 5 business days. If your return is not in line with our returns and refunds policy, we may not be able to process a refund. The item must be in satisfactory condition. Once your refund is accepted, you can expect your credit within 7-15 business days via the original payment method. Please note that the processing period depends on your card issuer or bank.
Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.
Conditions
* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
Cancellation Policy
All our items are made-to-order, including standard-size items. If you wish to cancel an order for any reason, please send an email to service@rosyqueen.com.