General Return Policies
1.Contact our Customer Service to initiate the return process within 3 days upon receiving your item(s) if you need to.
2.No broken no perfume no dirty on the return dress. Must keep the packaging bags and size tag. (If the above problems occurred when we receive the return dress, we will deduct some fees for cleaning and fixing)
3.Worn dresses cannot be returned. (except for fittings within 10 minutes, don't wear perfume when you try it on.)
4.No returns and no exchanges for customize items.
5.If you are returning for personal reasons (size don't fit, don't like the style, event cancelled), you need to pay for return. Return to china buy a label cost 100 usd ,so u need pay 100 usd for return .
Please note that we only accept products in their original condition, and we cannot process any return products without our prior knowledge. If you want to return any or all parts of your order, please Contact Us for return instructions in time.
Email：iris-sale1@serenehilldress.com
WhatsApp：+86 158 2183 0282:
This return policy does not apply to our business resellers. Wholesaler or reseller please contact us for additional instructions.
Specific Policies for Our Items
Order Cancellation
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
Cancellation Policy
- Unpaid orders will be cancelled automatically after 5 days.
- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
- Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
- Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
- Once your order has been shipped, it can no longer be cancelled.
If you would like to cancel your order, contact our customers service.
Replacement or Refund
Your satisfaction is of utmost importance to us. Upon arrival of your package, it is suggested that you check the dress to make sure it has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, washing the dress, or removing the tag. Please note that you need to contact us to initiate the returning process.
If you are returning or exchanging dresses, 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. You will be responsible for all return shipping costs.
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 obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.
Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on the site. Slight color aberration 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.
Return Process
1. Submit a return request at Contact Us to Customer Service within 3 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
We reserve the right not to accept the returns without prior approval from our Customer Service.
2. Once our Customer Service has approved your request, we will provide you with a return address and return instructions. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. The normal economic Post Office service would be just fine, but make sure the package number can be trac online. Please keep the tracking number and send us after you return,
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product is the original state (no damage/no dirty/not modified ）. Once the refund has been processed by us, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.