Return Policy
Return & Refund Policy
If you are unhappy with your purchase, as long as you contact us within 7 natural days from the receipt of the item, we will process your return/exchange request. Any request after 7 natural days will not be honored. Please make sure to contact us by email: service@cetims.com at first.
Return & Exchange Conditions
- Items returned without authorization will not be accepted.
- Items must be returned within 15 days after you receive them.
- All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items:
- Custom Dresses and size over US14 dresses are non-refundable.
- Damage/Lost caused by customers is non-refundable.
General Return Process
- Initiate a return: Please email us at service@cetims.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
- Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
- Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
- If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight;
- If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
- No restocking fee to be charged to the consumers for the return of a product.
Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
- If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at service@cetims.com
Please Note: we do not refund our original shipping cost.
Order Cancellations
We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
Unpaid orders will not be processed. If you do not need it, please ignore it.
- If you cancel your order within 24 hours of payment, you will be eligible for a full refund.
- Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.
- Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.
- Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of 20% of the dress price and the full shipping cost.
Once your order has been shipped, it can no longer be cancelled.
If you need to cancel your order, please email service@cetims.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received.
You will get an order confirmation email after payment. Please reply to the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make changes without extra cost if you contact us in 24 hours after payment.
For delayed order
Because of COVID-19, the shipping time is not stable, so we are sorry for the delay if the package didn't arrive in time, there are 2 ways to solve it.
- 1, Send it back to get full payment back.
- 2, Keep the dress, we will refund you 15% cost of dress.
Please tell us which way is better for you if there is delay for your order.
FOR ALL FABRIC SWATCHES, ACCESSORIES AND RUSH ORDERS
All fabric swatches, measuring tapes, accessories, veils are final sale. No returns or exchanges for any reason. And we currently can not refund the rush fees on rush orders except defective items. We will refund the rush fee on defective order.
FOR ALL ADJUSTMENTS & REIMBURSEMENTS
It’s normal for the slight difference because sometimes the measurements provided are not accurate, if error is over 1'', then you have to alter it.
For standard size dresses, we have to put them into corresponding size mannequin to check before sending, only dresses fit mannequin well, then we can send them out.
For custom size dresses, each custom made dress will be checked 4 times by 4 different workers before sending, that's 4-times checking, so we can control error less than 1'' by this way.
Even though we will make your order according to your measurements, it is only basic custom sizing. So you may need additional alterations or adjustments at your expense to get your ideal and fit dress. To provide additional assistance and help, we offer a limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses), please note this request should be issued within 7 natural days from date of delivery, you just submit a picture of your receipt from the tailor via email to service@cetims.com and we'll do the rest! Way too easy? Yes, It’s so easy for you to get the reimbursements!
Please see reimbursement limits for our custom size dresses below in USD:
Dress $99 or less - Reimbursement limit $20
Dress $100 - $199 - Reimbursement limit $30
Dress above $200 - Reimbursement limit $40
Dress $99 or less - Reimbursement limit $20
Dress $100 - $199 - Reimbursement limit $30
Dress above $200 - Reimbursement limit $40
Contact us: service@cetims.com