Return Policy
Cetims is always dedicated to providing the best service for our valued customers all the time. To provide a better shopping experience and customer service, we will issue a full refund including a shipping fee right away for any defective or mishandled products. If you find any quality problems with our product when you receive your package, don't hesitate to get in touch with our customer service team. We will arrange a free replacement, return or refund as soon as possible.
We don't accept the behave ordering multi dresses at a time and then keeping 1-2 dresses at the end. Because all dresses are made to order, you have to pay the shipping cost to send them back, and we have to pay tax for them. sometimes, the package may be lost during shipping, which would be much more trouble, so the cost is so high for both of us if you return them.
We will offer your reimbursement if you keep the dress and make adjustments locally.
In one word: We can accept the return of dresses in standard size with picture color if the size is no bigger than US14.
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 a return label.
Please note the request on the after-sale problem shall be issued within 7 days after the item arrives at you(including the return, exchange, adjustment & reimbursements, and other after-sale problems), and the package must be returned within 15 days after the item arrives at you.
After that period, we'll no longer be able to process the return, refund, and exchange. Please note that the return address is not the same as the shipping address, that is the address of the shipping agent. If you send the dress to that address, the package would not be found in such many packages. We will give you a return address if your return meets our return policy.
New policy updated from all express companies from Oct 1st, 2021
Please report the package loss within 30 natural days from the date of shipping otherwise the Express will refuse to pay any loss of the package.
FOR ALL STANDARD-SIZE ORDERS
Cetims promises to issue a full refund including the shipping fee and rush fee(if there is one)for any damaged, defective, or wrong-shipment standard-size dresses. Pictures to prove the quality problems are required.
For dresses that size over US14, please note that they are not refundable if you don't like them. Since most dresses from our shop are mermaid style, so for plus size girls, someone has a big waist, and others have big hips or butt. Most times, 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 do suggest plus size girls order custom size dresses instead of plus size dresses. Please try not to choose plus size unless the errors are less than 1'' between your measurements and standard size. And due to many reason, so there will be color difference, if you can't sure about the color,please order fabric swatches firstly！
Please note: for plus size dresses, the ruching, and draping may not appear exactly as the picture shows because the pleating is longer, and the weight will be heavier than normal. The pleating might be a little out of shape and the difference will become obvious if the measurements provided are not right, so please try to provide us with accurate measurements.
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 handling 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 one) 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 a return label, it's not we don't want to give you a return label, it's we are not able to provide a return label because we located in different countries. Therefore, we friendly recommend you return all unwanted items at one time if there are 2 or more products.
The item must be shipped back within 15 natural days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.
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.
It will take up to 3 business days for us to process your return and refund once the package arrives back to us (This can take several days during our peak season). You will receive a refund soon after we check your return package. Please note your bank may take additional days to process the refund, further, the international taxes should be paid by the buyer, we will reduce the taxes from the refund, so please choose "taxes paid by sender" when you send the package back.
We don't accept the behave ordering multi dresses at a time and then keeping 1-2 dresses at the end. Because all dresses are made to order, and the cost is so high for both of us if you return them.
FOR ALL CUSTOM-FIT ORDERS
We offer basic custom sizing on all of our cetims styles, there are no extra costs to custom size. We strongly recommend you place a custom size order to get a perfect dress for you.
Custom dresses are made specifically for 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 the color, style, and measurements within 24 hours after your payment.
New policy updated from all express companies from Oct 1st, 2021
Please report to us the abnormal situation of the package within 30 days from the date of shipping otherwise the Express refuses to pay any loss of the package.
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 the dress.
Please tell our service which way is better for you if there is a delay for your order.
FOR ALL FABRIC SWATCHES, ACCESSORIES, AND RUSH ORDERS
All fabric swatches, measuring tapes, accessories, veils, and shawls are final sale. No returns or exchanges for any reason. And we currently can not refund the rush fees on rush orders except for defective items.
FOR ALL ADJUSTMENTS & REIMBURSEMENTS
It’s normal for the slight difference because the measurements provided are not accurate sometimes, if the error is over 1'', then you have to alter it.
For standard size dresses, we have to put them into the corresponding size mannequin to check before sending. Only dresses fit the 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 errors of less than 1'' 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 fitted 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 the 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 the reimbursement limits for our custom-size dresses below in USD:
Dresses $99 or less - Reimbursement limit $20
Dresses $100 - $199 - Reimbursement limit $30
Dresses 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 for 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 of 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 a return has been approved. Please return the dress to us at the address we provided ASAP (3-7 days). 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 process the refund when we confirm that the product has the problems you mentioned. 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. Once receive the returned dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
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 is 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 canceled.
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 the email is received.
You will get an order confirmation email after payment. Please reply to the email within 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 to the order confirmation email. We will make changes without extra cost if you contact us within 24 hours after payment.