Customer satisfaction is essential to us. If there are any problems with our items, please do contact us first. We are always at your service.
To avoid problems, please double check your order details (size, color, style) carefully before you place the order, as our goods are processed according to the requirements in your order. All placed orders are subjected to our return policy.
Returns Defective, Damaged Or Mis-Shipped Items
For defective, damaged, or mis-shipped items (the item shipped was not the item ordered), the issue must be reported within three days upon receiving the shipment. Please provide credible pictures or videos to show the defect, damage, or proof of mis-shipment during your return request. Once this has been verified, you can return the items with our authorization. Return shipping fees will be prepaid on your part and reimbursed by us during refund upon presentation of the shipping receipt. (Note: Refunds for the return shipping fees are calculated using the lowest cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method).
You will receive a replacement or a full refund for defective, damaged, or mis-shipped items. For all other returns, shipping and handling fees will not be refunded.
Un-satisfied Item (the items without any quality issue) can be returned to us after receiving our authorization for store credit. A 35% restocking fee will be charged in addition to all freight charges.
Items That Cannot Be Returned
For customized items are made just for you based on your measurements, choice of fabrics, and customizations. The order can’t be canceled for free in production, returned, or exchanged. The design service fee, sketches, test-buy items, fabrics, accessories, clearance items, labels, photo shooting service(once provided), and shipping costs are not eligible for a refund and exchange.
Procedures of Return and Refund
- Returns must be initiated within 3 days after your order is delivered.
- Items must be sent to our return address within 5 days after the return request is confirmed. Please kindly leave a note in your return package about your order No.. And email us the return delivery information, including the shipping courier and tracking number. Customers are responsible for all return shipping fees, except for items that are defective, damaged, or mis-shipped.
- The refund will be processed for the original cost paid for the items and tax, handling fees, and other additional fees.
- The refund will be processed within 5-7 business days of receipt of the item, allowing for processing and inspection time.
- The Refund will only be applied to the original credit card or PayPal account used for the purchase. Your bank or payment service may levy a small transaction charge.
- Returning an item(s) may change or void coupon discounts used on your order. If you have used a coupon code in your order and are unsure about your refund amount, please do not hesitate to contact us.
- Store credit will be released within 3~5 business days after receiving the returned items.
For your protection, please send your returns via a shipping service that can be tracked, such as Registered USPS, FedEx, UPS, DHL, or other trackable posts. Please be sure to keep the shipping receipt, as well as the tracking information associated with the item(s) returned. We cannot guarantee refunds for returns sent via a non-trackable method. We offer a maximum 30USD shipping cost for each defective, damaged, or mis-shipped item.
Changes and Cancellations
In the event that you would like to cancel or make changes to your order, please kindly refer to our changes and cancellations policy below for details. Corresponding fees might be charged based on the changes you request.
- Unpaid: Changes are allowed, but might cause price difference. Cancellations are allowed.
- Paid: Changes are allowed, but might cause price difference. Cancellations are allowed.
- Processed: Changes are allowed but might cause price difference. Cancellations are allowed.
- Producing: Changes and cancellations are allowed, but a minimum 20% restocking fee will be charged depending on the production schedule. The rest fee will be exchanged to store credit.
- Ready to Ship: Changes and cancellations are allowed, but a 35% restocking fee will be charged. The rest fee will be exchanged to store credit.
- Shipped: Changes and cancellations are allowed, but a 35% restocking fee will be charged. The rest fee will be exchanged to store credit in addition to all freight charges.
Thank you for your interest in Alex & Kate Bridal. We are flattered that you are considering us for supporting your business! If you have any further questions, please feel free to contact us. We are glad to help!