Please note the request on the after-sale problem shall be issued within 7 natural days after the item arrives at you(including return, exchange, adjustment & reimbursements and other after sale problems), then package must be returned within 15 natural days from date of delivery, After that period of time, we'll no longer be able to process the return, refund and exchange.
Cetims is always dedicated to providing the best service for our valued customers all the time. In order to provide a better shopping experience and customer service,we will issue a full refund including shipping fee right away for any defective or mishandled products. If you find any quality problems with our product when you receive your package, please contact our customer service team. We will arrange a free replacement, return or refund as soon as possible. We don't accept ordering more dresses at a time, then just keep 1-2 dresses at last, because all dresses are made to order, you have to pay shipping cost to send them back, we have to pay taxes when we get them too, sometimes, the package maybe lost during shipping, that would be much more trouble, so the cost is so high for both of us if you return them back.
In one word: We can accept return of dresses standard size with picture color if size no bigger than US14 (including US14).
FOR ALL STANDARD SIZE ORDERS
Cetims promises to issue a full refund including shipping fee and rush fee(if there is)for any damaged, defective, or mis-shipped standard size dresses. Pictures to prove the quality problems are required.
For dresses with size over US14, please note that they are not refundable or exchangable if you don't like them. Since most dresses from our shop are mermaid style, so for plus size girls, some one have big waist, the others have big hip or butt, in most time, plus size mermaid dresses can't fit well, then you have to return and reorder a custom size dress again, this way will waste your time and money, we usually suggest plus size girls order custom size dresses instead of plus size dresses, please try not choose plus size unless the error less than 1'' between your measurements and standard size.
Cetims will offer you a 90% refund if there is no quality problem but you are not satisfied with the product or you change your mind. We will take a 10% restocking fee(this cost is bank and platform handing fees not for us), which will automatically be deducted from your refund. Please notice we still charge the shipping fee and rush fee(if there is ) under this circumstance even if your order is free shipping order.
You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost, we are not able to provide return label, it's not we don't want to give you return label, it's we are not able to provide return label, because we located in different countries, Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.
Please make sure all items must be returned in original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy.
We don't accept ordering more dresses at a time, then just keep 1-2 dresses at a time, because all dresses are made to order, the cost is so high for both of us if you return them back.
FOR ALL CUSTOM FIT ORDERS
We offer basic custom sizing on all of our cetims styles, there are no etra cost do custom size. We strongly recommend you to place a custom size order to get a perfect dress for you.
Custom made dresses are made specifically to the measurements(bust, waist, hip, height, and hollow-to-floor) you provide to us. That means no one else will be able to wear that dress once it’s completed. That is to say, we are unable to accept any returns on custom size dresses unless there is a quality problem. Therefore, please make sure to carefully check all your measurements and color choice!
Custom dresses usually cannot be returned unless there is a quality problem because they are final sale. Please confirm color, style, and measurements within 24 hours after your payment.
New policy updated from all express companies from Oct 1st, 2021.
Please report us the abnormal situation of the package within 30 days from date of shipping otherwise the Express refuse to pay any loss of package.
FOR DELAYED ORDER
Due to bad weather or mechanical failure, 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 our serive 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, shawls 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, that's the reason we can make sure dresses run true to size.
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
EXCHANGE POLICY
We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items. If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
RETURN PROCESS
- 1. Email our Customer Service: service@ cetims.com within 7 natural days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service.
- 2. Once you received the reply from service@ cetims.com, it means your request for return has been approved. Please return the dress to us with the address we provided ASAP ( within 15 natural days). Please note that the return address is not the same as shipping address. This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
- 3. All the dresses that be returned must be checked. We will check and do the refund in 3 to 5 business days. once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. We reserve the right not to process the refund if they are returned in unacceptable condition.
CANCELLATION POLICY
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.
