Refund & Return Issues
- Returning & Replacement & Refund
If the size of the clothes does not match the size of the website or the clothes are damaged, we can easily arrange an exchange or a refund for you within 14 calendar days of receipt( For special occasion dresses within 2 calendar days). Please keep the item(s) you want to return or exchange in its new condition. Most returns can be processed within 2-7 business days after we receive your package.Please consult the customer service by indicating the order number, item(s) you want to return and the reason. Our customer service will provide some instructions about returns and exchanges of the item(s) within 24(workdays)/48(weekends) hours.
Please do not send your package back to the address on your package. That is not an effective return address and will cause your package to be lost. And you are responsible for the loss due to the wrong address. So please contact the customer service and they will spare no effort to help.
If you have any questions for the returns and exchanges and shipping cost, please feel free to contact our customer service:
Customer service: email@example.com
- Situations That We Do Not Handle Your Dispute
When opened a return or exchange case, the following main information provided timely (within 7 calendar days after receive your package) make the return and exchange process go faster:
- Accurate order No. and your email account
- Clear reasons for the return or exchange
- High-quality images or videos help to explain the problem
- Delivery information including shipping method and tracking number within one week after you get our confirmation of returning for your item.
With the information above, the return process should be fast and flexible. On the contrary, if you do not provide sufficient information, we have the right to reject your request for return or exchange. Thank you for your understanding and we deeply appreciate your cooperation.
RETURNS,REFUND & DISPUTE
- Fail to receive an item
When I request a return, will the shipping cost be refunded?
We will do our best to support your request. But sorry that the shipping fee is non-refundable.
If it is our responsibility to generate a return, the shipping fee might be refunded depending on the severity of the problem.
Please contact Customer Service within 7 calendar days (For custom special occasion dresses within 2 calendar days) of receiving your order.
novaher Customer Service Email: firstname.lastname@example.org
- Item that doesn't match the description
- Lack of functions
If you received a defective item, we recommend you to contact our customer service and provide your order number, a description of the defected item and add a few pictures. Please make sure to submit a ticket before returning anything so we can process the return for you and provide you information for the return. Our customer service staff will reply you within 48 hours of receiving the message.
- Colors not as described
Definition: This refers to the case that the color of the item you have received is not as described as in the image and the product description.
Please notice that there might be a slight color difference between the product picture on our website and the actual product due to different monitors settings. We are committed to presenting the true appearance of the product, including its color.
But sometimes the color difference is inevitable. We are grateful if you can understand and accept the slight color difference.
If there was a large color gap between the actual product and the color displayed on our website. You can return or exchange. Please take pictures of the product under natural daylight. Be noticed that not to take any pictures under nighttime lighting or under intense sunlight. These extreme conditions can cause unrealistic appear of the picture.
With the pictures you can log into your account and open a case within 7 calendar days of delivery. Please provide your order number, a description of the item with color issue and add the pictures to show the color problem. Please make sure to submit a ticket before returning anything so we can process the return for you and provide you information for the return. Our customer service staff will reply you within 48 hours. Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way.
- Sizes not as described
Definition: the sizes of the item you have received do not match the product description. The sizes refer to the standard dimensions internationally recognized or the measurement units converted from the standard dimensions. As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one inch in either direction of the specified measurements.
A perfect-fitting dress starts with perfect measurements. Before ordering a made-to-order dress from novaher, we strongly encourage finding a professional local tailor who can help you measure accurately.
If you are hesitant between two sizes, we recommend that you select a larger size. If it doesn't fit after your receiving the goods, we suggest that you consult the local tailor to modify, we will reimburse you for up to 10% of the product price as a compensation.
For most custom wedding dresses and special occasion dresses: To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily. If you want to return or exchange your item, we recommend you to contact our customer service and open a case within 7 calendar days of delivery.
When submitting the ticket, please provide your order number, a description of the item with size issue and add a few pictures to show the size problem. Please make sure to submit a ticket before returning anything so we can process the return for you and provide you information for the return.
Our customer service staff will reply you within 48 hours of receiving the message. Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way.
- Material does not match the description
If the material of the dress is not the same as the product description, and you want a refund, please contact our customer service center at email@example.com. The most important thing is to provide us enough evidence to prove it.
- How to cancel the paid and unpaid orders?
- How to cancel an order that hasn't been paid?
If your payment of an order has not been made yet, you may cancel it by contact our customer service within 24hours.
- How to cancel an order that has been paid?
Orders canceled within 24 hours since paid will get full refund.
Orders canceled within 24-72 hours since paid will get 70% refund of total amount.
Orders canceled after 72 hours since paid before shipment will get 50% refund of total amount.
If you have any questions about other categories, please contact our customer service: firstname.lastname@example.org.