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Welcome to LightInTheBox
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Return & Refund
- How do I make a return?
- Return Policy
- Who will pay for the return postage?
- How do I fill in the return information?
- How can I cancel my order before it's shipped out?
- How long will I receive the refund?
- Where will the refund be issued?
- Return/Cancellation Policy for Customized Products
- Can I reject the package if I changed my mind?
- Cancellation Policy
- How to withdraw credit?
- How can I get a refund if my credit card is no longer valid or has expired?
- How to complain about the service?
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Return/Cancellation Policy for Customized Products
Return/Cancellation Policy for Customized Products
Statement of Delivery Time
All dresses (including Standard size ones) are handmade by tailors once the payment is confirmed. Normally, tailors take 7-19 business days to make it from scratch and delivery it to our warehouse. Then we'll ship it out to you, the shipping time differs by shipping method.
You can check the “Tailoring time” and “Shipping Time” on the product page.
For example:
Tailoring and processing time: 7-19 business days.
If you choose Expedited Express to ship, shipping time is about 4-7 business days (6~9 calendar days).
Statement of Size
Please measure your body and choose the size according to your exact measurements. (Our size may be different from your local size).
Video Measuring Guide: Click here!
Cancellation Policy
Free cancellation within 24 hours of payment confirmation!
50% product refund for cancellation after 24 hours!
Your order cannot be canceled after it has been sent!
Return Policy
Your satisfaction is very important to us. It is recommended that you check the product status first after the package arrives to ensure that it meets your order requirements. Please try on your clothes as soon as possible without changing, washing, or removing labels.
1. Specific policies
If your item is defective, damaged, or improperly transported, you are eligible for a full refund. Please contact our customer service within 30 days of the order being received. We require justifications for every claim, such as photo-taking, video proof, etc.
Since all products (including standard sizes) are made to order, we could not accept the return of these items for customer’s personal reasons. If you have any questions or wish to return any or part of the products in the order, please contact our customer service within 7 days of the order being received and attach a picture to explain the reason for your return.
*Customer's Reason: no longer needed, bought by mistake, not as expected, changed mind, etc
After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided. We will not be able to process returns without our prior knowledge.
2. Return requirements
2.1 Dimensional deviation
Since all our dresses are hand-sewn and customized, the finished dress may have a size deviation in any direction of the specified size. If the size of your dress is in line with your order specifications, the deviation of the bust and waist circumference is within 3CM, The hip deviation is within 5CM, which belongs to the normal size range of customized dresses. In the case of exceeding this standard, please contact our customer service for guidance with supportive proof(photos or videos).
Measurement guide PDF: http://litb.cc/l/wLKN
Measurement guide Video: http://litb.cc/l/taFe
Video1- Front Bust: http://litb.cc/l/wLKB
Video2 - Back Bust: http://litb.cc/l/wLKV
2.2 Color mismatch
Due to the difference in the screen resolution of computers or other devices, chromatic aberration is normal. A slight chromatic aberration may not mean that the dress is defective or the wrong item is sent. However, if you are sure that the color of the product you received is wrong, please contact customer service.
2.3 Buy a lot of pieces but keep only one
Since all products (including standard sizes) are made to order, we cannot accept returns of "buy many but keep only one". Our customer service team may refuse refund requests for this purpose.
If you return more than 2 items (including the same product or style, ordering multiple sizes or colors at once), you will need to pay 50% of the purchase fee.
3. Exchange policy
We currently do not provide any product exchange services. Because all items are made to order, we do not have ready-made dresses or products that can be used to exchange your returned items.
4. Attention
If the return is unacceptable, we have the right not to process the refund.
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