Note: Please read the following return policy carefully before you place an order. You acknowledge and agree our Return Policy by default once purchasing at our site successfully. We have underlined or color-highlighted some important terms. This policy applies to merleshop.com (excluding merleshop.com/fr/ & merleshop.fr) and merleshop.co.uk.
0. Return Policies In Brief
0.1. You can get refund for Defective, Damaged or Mis-shipped Items, Size Deviation & Color Mismatch problems, etc.
0.2. Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
0.3. You are not allowed to exchange or refund for the situation of "Everything is right, but I just don't like".
Note: For detailed return policy, please read the following policy carefully.
1. General Return Policies
1.1. 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.
1.2. Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s).
1.3. 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.
1.4. Mis-shipped products: Once we have confirmed your mis-shipped item (item shipped was not item ordered), we will be responsible for item exchange. You may also return the product and get a full refund.
1.5. Color Errors: If the color of the item received is not what you ordered, then you are qualified to get a full refund.
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.
2. Cancellation Policies
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was created with bearing this in mind. However, it is important to note that our dresses are made to order, and once the tailoring process has begun the materials cannot be reused. The good news is that after placing your order, there is still time for you to change your mind. For further details, please refer to our cancellation policy below.
2.1. Unpaid orders will be canceled automatically after 3 days. We receive hundreds of test orders each day which our members are using to quote certain cart contents and save the invoice for later reference.
2.2. Orders canceled within 6 hours of payment confirmation will be eligible for a full refund.
2.3. Orders canceled 6 to 12 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 90% of the product purchase price, in order to cover the material cost.
2.4. Orders canceled 12 to 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 70% of the product purchase price, in order to cover the material cost and necessary labor cost.
2.5. Orders canceled more than 24 hours after payment confirmation will be eligible for a partial refund (50% of the product purchase price at most, the exact refund depends on the cancel time) consisting of the full shipping cost.
2.6. Once your order has been shipped, it can no longer be canceled.
2.7. Orders that are not paid within 72 hours will be canceled automatically by our system.
If you would like to cancel your order, please click Contact Us to proceed.
3. Returning for Replacement or Refund
Your satisfaction is of utmost importance to our Team. Upon the arrival of your package, it is suggested that you check and make sure the dress has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, removing the tags, or washing the dress.
If you are returning or exchanging dresses or accessories, please make sure they are in their original conditions - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.
3.1. Defective, Damaged or Mis-shipped Items
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.
3.2. 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.
3.2.1. Size Deviation
If your dress 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.)
3.2.2. 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.
3.3. Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on our site. Slight color aberration of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. 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.
4. Special Policies
4.1. Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.
4.2. If your returns or refunds are accepted, we will send you a return address. Please do not return to our company addresses or addresses on the express' "shipping from". Our QC department will check the items you return but not main companies, authorized stores or factories. If you return to a wrong address, the item will be shipped back to you.
4.3. If you choose the "Rush Order" in our site, the Rush Order Fee will not be refunded.
4.4. Customers bear the freight of returns when returns, exchanges or refunds are accepted.
4.5. All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
4.6. Please note custom-made dresses can't be as 100% same as the one our models wear, because of different figures, measurements, colors, etc. Please DO NOT BUY if you care about this.
5. Return Process
5.1. Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
Please note that returns will not be accepted without prior approval from our Customer Service.
5.2. Once our Customer Service has approved your request, we will provide you with return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days once you have received the form. Include the Product Return Form with your return. Please don't use courier agency like UPS, DHL or FedEx to return the parcel as we will not pay for the Custom fee that might caused.
5.3. Once received at our facility, your return will be processed in within 24 hours. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account.