Return Policy

1.What is your Return Policy?
You are NOT allowed to return the product without getting our permission, please contact customer service center for the shipping address when you are allowed to return.
All returns must be made within 30 days from the day the package was delivered. All returned products must be unused (e.g., not worn, washed, damaged, or altered) and returned in accordance with the instructions received from contacting customer service by E-mail. You are solely responsible for the cost of shipping while returning the products. All products not returned in accordance with the Return Procedures shall be sent back to you, and no credit or refund will be issued.
Please note that all our products are customized, which means the product you ordered are special for you. Therefore, the product can't be restocked or resold. For this reason, We do not accept returns for non-quality reasons. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.

2.How do I return something?
Step 1: Send a return Request, please contact customer service representative by E-mail:customerfirster@gmail.com with the following information we need:


1)Order Number
2)Model number of which item you need to return
3)Why do you want to return the items(Quality/Other Reasons...)
4)Photos of the items you need to return for reference
*For returns because of issues with the condition/quality of the item(s), kindly include photos or videos highlighting the specific issues with the item(s).
(If the product is defective, please send a photo where in the damage or the issue is visible)
Please note:
A. Items should be unworn, unwashed, undamaged, or unaltered to be eligible for returns/exchanges.
B. We don't offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from Shipping Returns.
C. All Clearance Items purchased from us are final sales and cannot be exchanged or returned for a refund.

Step 2: When you finished step one, please wait patiently. Our Customer Service Representatives will give a response to your request within 24 hours. We may not respond in time due to High email volume but rest assured we will be working round to answer all emails as soon as possible.
Step 3: Upon getting permission of returning the product by our customer service representatives, we will tell you the returning address by E-mail, and you need to print your order number ,your name,your email and attach/put it inside the package with the item(s) you want to return.
Step 4: After shipping the package, remember to inform our Customer Service Representative by email that you've shipped the package and provide them with the "Tracking Number" of the shipment from your Local Post Office.
Step 5: Once our warehouse receives the package, we will process a refund for the items within 3-5 business days.
Please be noted that you have to pay for the shipping cost while returning and if the item was worn, damaged, or altered, you are unavailable to get a refund, by the way, the shipping cost must be deducted from your whole order value.(The refund doesn't include the shipping cost)

3.How soon will I receive a refund for my return?
Once our warehouse receives the package, we will process a refund for the items within 5-7 business days. The refund will be returned to you within 5-7 business days(PayPal) or 7-15 business days (credit card).

4. If I receive a Wrong/ Defective/ Damaged item, what should I do?
Please note that all our accessories are made-to-order, which means the dress you order are special for you. Therefore, the accessories

can't be restocked or resold. For this reason, we can't accept "buy-many-keep-one" order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.

All returns must be made within 30 days from the day the package was delivered. All returned products must be unused (e.g., not worn or altered) and returned in accordance with the instructions received from contacting customer service by E-mail. You are solely responsible for the cost of shipping while returning the products. All products not returned in accordance with the Return Procedures shall be sent back to you, and no credit or refund will be issued.
How do I return something?
Step 1: Send a return Request, please contact after-sales customer service representative by E-mail:shenglv2021@outlook.com with the following information we need:

1)Order Number
2)Model number of which item you need to return
3)Why do you want to return the items(Quality/Other Reasons...)
4)Photos of the items you need to return for reference
*For returns because of issues with the condition/quality of the item(s), kindly include photos highlighting the specific issues with the item(s).
(If the product is defective, please send a photo where in the damage or the issue is visible)
Please note:
A. Items should be unworn, unwashed, undamaged, or unaltered to be eligible for returns/exchanges.
B. We don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from Shipping Returns.
C. All Clearance Items purchased from us are final sales and cannot be exchanged or returned for a refund.

Step 2: When you finished step one, please wait patiently. Our Customer Service Representatives will give a response to your request within 24-48 hours. We may not respond in time due to High email volume but rest assured we will be working round to answer all emails as soon as possible.
Step 3: Upon getting permission of returning the product by our customer service representatives, we will tell you the returning address by E-mail, and you need to print it and attach/put it inside the package with the item(s) you want to return.
Step 4: After shipping the package, remember to inform our Customer Service Representative by email that you've shipped the package and provide them with the "Tracking Number" of the shipment from your Local Post Office.
Step 5: Once Our Warehouse receives the package, we will process a refund for the items within 3-5 business days.
Please be noted that you have to pay for the shipping cost while returning and if the item was worn, washed, damaged, or altered, you are unavailable to get a refund, by the way, the shipping cost must be deducted from your whole order value.(the refund doesn't include the shipping cost)


5.What should I do if an item is missing from my order?
You will have to reach out to us via E-mail:shenglv2021@outlook.com 
.Please also specify or give us a list of the items which are missing from your package.

Our Customer Service Representatives will give a response to your request within 24 hours. There might be a delay due to High email volume but we will respond within 24 hours as stated, thanks so much.


6.Where can I return the item to?
Please contact our Customer Service if you wish to return any items. You will receive a response as soon as possible.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

7.Why did we fail to refund you sometimes?
There are multiples reasons that we ail to refund you in time.
1)PayPal cases. If you have contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account.
2)Credit card charge-back. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed.
3)Credit card issues. Sometimes customers don’t use the original credit card or have changed the card, which will lead to refund failure. But we will ask for your PayPal account to send the amount.
4)Transaction overdue. If you ask for the refund exceed 180 days from the order payment date, we will gave to ask our PayPal account manager to help issue the refund, which will cause about 1 week delay compare to our normal process.

8.What shipping company can I choose for return?
Usually you can use any shipping carrier to ship the parcels back to us. You are supposed to choose the cheaper method like postal shipping , which is best and convenient for both of us.

Please note:
If you still have any other questions regarding to return policy, please feel free to contact us at:shenglv2021@outlook.com .
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