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Made-to-Order dresses alteration options & return policy
| Alterations | Cancellation Policy | Return Policy | Return Process |
Alterations
If your size fluctuates or you want to modify the dress slightly, we always leave a few inches in the seams so that your local tailor can easily make alterations as needed. Dresses generally have a margin of 1 inch on either side of a seam. Flower detailing, beading or belts/ribbons may limit the ability to let a dress out.
Should your item size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
Dresses or clothing that does not fit properly but fits the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.
Cancellation Policy
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our clothing and some accessories (including shoes, sashes, and wraps) are made-to-measure, whether you ordered a standard size or custom measurements, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation and return policies below for details.
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- Orders cancelled within 24 hours of payment confirmation* will be eligible for a full refund.
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- Orders cancelled more than 24 hours after payment confirmation* will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
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- Once your order has been shipped, it can no longer be cancelled.
If you would like to cancel your order, please Login to My Orders to proceed. -
When you receive an email entitled "Payment Confirmation for Order#_______ with LightInTheBox.com",your payment has been confirmed.
Return Policy
Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress or clothing has been made to the standard size or custom measurements that you specified. Try on your dress or clothing as soon as possible without removing the tags, altering, or washing the dress.
If you are returning or exchanging dresses,clothing, 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.
Defective, Damaged or Mis-shipped Items
If we shipped you an item in the wrong color: You are eligible for a full refund after Customer Service confirms you received the wrong color. Perceived color differences due to the display settings of your computer monitor are not grounds for a refund.
If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. If you believe your item was damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it. LightInTheBox will then ship you a new item immediately.
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Sizing or Fitting Issues
See Alterations.
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Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on LightInTheBox.com. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
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Overdue Orders
If your made-to-order items cannot be shipped by the original time stated, Customer Service will provide the following options: 1. If you decide to keep items that are overdue less than 10 days, additional promotional Rewards of 10% of the delayed items’ price will be provided. 2. For the items that are overdue more than 10 days, 30% promotional Rewards of the delayed items’ price will be provided. 3. If you no longer wish to receive the overdue items, you can cancel the overdue order and receive a full refund at any time before shipment.
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Items that cannot be returned or exchanged due to hygienic reasons
Personalized and dyed items, earrings (including jewelry sets containing earrings), and personal care items (including lingerie) are final sale, no returns or exchanges.
Return Process
LightInTheBox has a very easy system that allows you to track all of your purchases and will allow you to request a return if you have any problems with your order.
Contact Customer Service within 7 days after you receive your order.
To contact Customer Service, sign in to My Orders and click on the order you need help with. At the bottom of the page among your shipping list, you will find the option “Returns & Refunds”. Returning packages without prior approval from Customer Service will halt or delay your return.
When you click on “Returns & Refunds”, please fill out the form and include as many details as possible, upload photos that clearly show the problem with the item (if necessary), and the requested replacement item’s name, number and color (if necessary). Our Customer Service will then review your request and respond within 24 hours.
Once Customer Service has approved your request, please send the item and the completed Product Return Form back to us as soon as possible. When we have received your package, your return will be processed in 3 to 5 business days and then your exchange or refund will be issued.
If you are requesting a refund along with your return, please allow up to two billing cycles for your account to be credited once your items have been received and your return has been confirmed.
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