Before cancelling, exchanging and returning items to us, please read and follow our sincere instructions below. We'll appreciate your carefully reading on our return policy and making sure that all criteria are met before mailing any items back to us.
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 are made-to-order, whether you ordered a standard size or custom measurements, the materials cannot be reused once the creation begun. The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation policy below for details.
|Actions||Products||Time Frames||Amount Refunded|
|Product Price||Shipping Cost|
|Within 24 hours of order confirmation||Full Refund|
|Within 24-72 hours of order confirmation||60%||100%|
|More than 72 hours of order confirmation||40%||100%|
|Within 24 hours of order confirmation||Full Refund|
|Within 24-72 hours of order confirmation||70%||100%|
|More than 72 hours of order confirmation||50%||100%|
|Swatches &others||Before items are shipped||100%||100%|
|Rush Order||Within 12 hours of order confirmation||Full Refund|
|Within 12-36 hours of order confirmation||50%||100%|
*We will alter your returned dress according to your requirements all free;
*You only need to pay the shipping fee from your address to Tulle & Chantilly;
*Altering will need 5~7 business days while make another new one will need 25~30 business days.
All our dresses are produced perfectly and exactly according to the willingness of our customers. Upon the package's arrival, we encourage you to try it/them on as soon as possible without removing the tags, altering, or washing it/them to check the fit and workmanship.
Before shipping out, we'll check every detail of the product for you to make sure that the related accessories are included. Our QC department will re-check the dress you ordered is correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the details have passed in the factory line.
(1) Submit a return request via email within 2 days of receiving your order to make sure you are eligible for a return.
(2) Supply photos or other evidence that clearly shows the problem, problems include; quality issues, damage during shipping, color/ style/ size errors.
(3) All returned items must be in original condition, unwashed, unaltered, undamaged, clean and with the original tags and packaging. Please note:
*Please use the same address we give on the parcel you received.
*Please send back the dress with the original packing we use
*Please write the value same as the one we given on the express bill.
(4) You need pay the shipping fee from your address to Tulle & Chantilly when you returned it back.
(5) After we received your returned dress, the refund will be processed within 3~5 workdays.
If you are not happy with the products for the following reasons:
Defective, Damaged or Mis-shipped Items
If your items were damaged during delivery, we suggest you to take photos or video and get "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects, then no following of customization requirement and size deviation from the posted size criteria. If you receive the damaged or defective dress that is caused by Tulle & Chantilly, you can get the full refund.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our seamstresses have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.
*We send you a dress in wrong sizes
If the dress's size differs from the specifications you ordered, we encourage you to find a local seamstress to make adjustments, and we will gladly to give you some refund for the altered fee, if you choose this option, we require the copy of the receipt from your seamstress when you request reimbursement. If we make the dress in wrong size for you, you can return the dress to us, and get a refund.
*We send you a dress according to your size requirements but do not fit
If you carefully follow our size chart/how to measure guide before deciding your size, we guarantee that your dress(es) will fit you perfectly. Dresses that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.
Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
*We send you a dress in wrong color
Although we always provide you with true photos, it's sometimes impossible to match the on screen color to the original color of the item, this is due to the settings and computer screen variations, therefore please expect that there may be a slight change in the color. However, if you are certain that you have received the item in a wrong color, please contact us to see if a return or refund is possible, if a mistake has been made, then you may be eligible for a return for a full refund. We know color is important to you, so we highly recommend you to order swatches before ordering the dresses.
Please email us at email@example.com if you have any further question.