Thank you for purchasing and supports on rjerdress.com. We focus on providing best products and leaving enjoyable shopping experience to our customers. But if you are dissatisfied with the products. Don’t worry! Please read and follow our sincere instructions below.
Our Return and Cancellation Policies were created to help customers to handle all kinds of return cases. If you can’t find the answers to your questions from our Return and Cancellation Policies on this page, please email to email@example.com and our service team will reply to you within 24 hours. (during working days)
General Return Policies
1.We DO NOT Refund unconditionally. You need to provide the pictures to prove the problems as detailed as possible and we have taken photos of dresses before delivery to avoid fraud.
2.Contact our Customer Service to initiate the return process within 3-7 days upon receiving your item(s).
3.We only accept products in their original condition, and we cannot process any products that are returned without our approval. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us and obtain a "Product Return" form that must be included with your package. Any returns without our approval can not get any refunds or exchanges.
4.Mis-shipped products: Once we have confirmed your mis-shipped item (item shipped was not item ordered), we will be responsible for item exchange. Please help us send the dress to the correct person and we will pay the shipping fee. We will really much appreciate your help. You may also return the product and get a full refund.
5.Color Errors: Since computer screens have chromatic aberration, especially between CRT screen and LCD screen, we can not guarantee that the color of our products will be exactly the same with the photographs you saw. If you are not satisfied with the color of the dress, you can return the dress and get a 50% refund, or keep the dress and get partial reimbursement.
Please note that we will not accept any returned items by the color difference which is caused by your display monitor or the weather condition.
We know there may be some situations that make you have to cancel your order. However, we will process the order as soon as payment is received and all of our dresses are made to order. If the production has begun, we need to deduct labor and material costs.
1.If you want to cancel your order within 24 hours after the payment, you will be available for a 95% of the dress price and the full shipping cost. (We will deduct 5% of the order as a transaction fee)
2.Cancellation within 24 to 72 hours: you will get a refund of 90% of the dress price and the full shipping cost.
3.Cancellation within 72 to 120 hours: you will get a refund of 70% of the dress price and the full shipping cost.
4.Cancellation beyond 120 hours: you will get a partial refund according to the production progress.
5.Once your order has been finished, it can no longer be canceled.
And we can't accept "buy-many-keep-one", 5%-10% of the order value will be charged if you want to cancel the order for this reason.
If you would like to cancel your order, please send an email stating your order number and name to firstname.lastname@example.org . We will proceed the cancellation.
Returning For Replacement or Refund
Your satisfaction is our long-term pursuit and upmost concern. Once your package has arrived, we encourage you to open and check to make sure that the dress that we made meets your requirement. Try your dress on as soon as possible without removing the tags, altering, or washing the dress
If you are returning or exchanging dresses, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with the intact tags attached.
Email our Customer Service: email@example.com within 7 natural days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service. (If it takes more than one week to contact us for a refund, we do not accept full refunds)
Once you received the reply from firstname.lastname@example.org, it means your request for return has been approved. Please return the dress to us with the address we provided ASAP (3-7days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
Original shipping is non-refundable.
All our dresses are tailored by experienced professionals and hand-made accordingly. Each dress goes through quality-inspection four times before being shipped out to minimize such problems from arising. Because each dress is hand-made, there will be at most a 5% difference between the product picture and the product you receive.
If you want to return flawless products, you can only get 50% refund of the dress price, and shipping cost is not returnable. You need to pay the shipping cost for return the dress as well.
Note: We refuse return the items back without any quality problems . If you bought it ,and not love it after you received it , we refuse return !!!!
Defective, Damaged or Misshipped products
You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package.
If you wish to refund, you will need to cover the cost of shipping the product back to us. After returning the dress, we will inspect the dress to ensure that the defect was our responsibility, upon which we will offer you a complete refund within 16-20 days. However, if the defect is within aforementioned 10% difference, we can only offer you a partial refund of 20%-50%. We hope you can understand.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements. 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.
Size Deviation: Dress is not the size you ordered
Before ordering a dress, please make sure to give us the exact size measurement. The finished gown may vary by approximately one inch in either direction of the specified measurements.
For the dispute on size deviation, please take some photographs of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to email@example.com and we'll have the designated personnel to take the dispute and offer a reply within 24 hours.
If your dress’s size differs from the specifications of your order by more than one inch, please feel free to choose from the following options:
You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 10% of the product price as 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.
You are allowed to send back the dress for free alterations, but you need pay for the back and forth shipping. (Without customer service department's confirmation, we do not accept your case.)
Dress is the size you ordered but does not fit
Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
You can go to a local tailor or a professional seamstress to have the dress re-sized at your own cost.
Please note that if your order specifications differ too greatly from the final sizing request, re-sizing may not be possible.
Note: We DO NOT accept any returns or refunds if the size is right according to your own order information which is actually measured in wrong size by yourself. We suggest you custom your size but not choose standard size, and make measurements by a professional local tailor.
The settings of your computer screen may alter the color of the pictures shown on rjerdress. Slight color aberration of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. And the pictures in the page are only for reference, the color can not be 100% the same, we can only assure 90% similarity with the models. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Note: We DO NOT accept any returns or refunds if the color is right according to your color information on the order. If you love the color shown on pictures, please choose the option: "show as picture" but not the color you consider in your mind.
For any items, if there is a quality problem and you want to apply for a refund, please upload some persuasive pictures or video(in 7days). Once it is verified, you can send the item back to us (customer assumes the shipping cost) only after you get our permission, and we will give you the corresponding refund.
If your order cannot be shipped by the time originally stated, our customer service will offer you the option of keeping or canceling your order. You can choose to get a 60% refund, or keep the order and get a 30% reimbursement upon delivery.
!!!The overdue problems occurred by carrier are not refundable or exchangeable.
We will not make a refund based on these reasons:
1. Overdue delivery time due to the wrong shipping address or wrong telephone number provided by the buyer;
2. A wrong e-mail address provided by the buyer which can not receive our notification(the one which registered on our site);
3. Never received any confirmation e-mails & calls in 12 hours;
4. Dresses received and sent the photos which have been PS afore-thought
5. A refund or complaint are NOT acceptable after received the parcel 3days later;
6. Not receive a tangible answer from the buyer to continue or cancel the order, any delays because of buyer did not respond during our required time, then buyer is in full charge of the loss.