Return/Exchange Policy

Return/Exchange Policy

At Mylunadress, every dress is crafted with care and precision. Each item undergoes strict quality control and sizing checks before shipment to ensure it meets our high standards.

Because many of our dresses are made-to-order, our return and refund policy is designed to balance fairness to our customers with the custom nature of our products.

Order Cancellation

As our dresses are made to order, production begins shortly after your purchase.

  • Before Production Begins
    Orders canceled before tailoring starts are eligible for a full refund.
  • During Production (Before Shipping)
    If your order is canceled after tailoring has begun but before shipment, a 50% partial refund will be issued to cover material and labor costs.
  • After Shipment
    Once an order has been shipped, it can no longer be canceled. However, you may request a return in accordance with our return policy below.

📧 To request a cancellation, please contact us as soon as possible:
support@mylunadress.com

Return & Exchange Eligibility

Due to the custom-made nature of our dresses, we generally do not accept returns for subjective reasons (e.g., change of mind, personal preference, or style expectations).

We accept returns or exchanges only under the following conditions:

  • The item has a quality defect or significant sizing error
  • The return request is submitted within 30 days of delivery
  • The item is unused, unworn, unwashed, and in original condition
  • All original tags and packaging are included
  • The return has been approved by our customer service team

📌 Notes:

  • Slight color variations may occur due to screen settings and lighting conditions and are not considered defects
  • As each dress is handmade, a 1–2 cm measurement tolerance is normal and not considered a sizing issue

Returns sent without prior authorization may not be accepted.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom-made dresses without quality issues
  • Dresses that match the ordered specifications but do not fit as expected
  • Final sale or clearance items
  • Gift cards
  • Items damaged due to misuse, improper care, or alterations by the customer

How to Start a Return

  1. Contact us within 30 days of delivery at support@mylunadress.com or via online chat
    (Please include your order number and reason for return)
  2. Our team will respond within 1–2 business days with return instructions
  3. Ship the item using a trackable shipping method and provide the tracking number
  4. Once received and inspected, we will process your refund or exchange within 3–5 business days

Refunds

  • Refunds will be issued to your original payment method (credit card, PayPal, etc.)
  • Please allow 5–10 business days for the refund to appear, depending on your payment provider
  • If your refund has not appeared after this time, please contact your payment provider first, then reach out to us

Return Shipping Costs

  • Our Responsibility
    If the return is due to our error (defective, damaged, or incorrect item), we will:
    • Cover return shipping costs
    • Provide a full refund or free replacement
  • Customer Responsibility
    If the return is not due to our error (e.g., incorrect size selection), the customer is responsible for return shipping costs

📌 Original shipping fees (if any) are non-refundable, unless the return is due to our error

Exchanges

We offer exchanges for eligible items. If you need a different size or color, please contact us and we will assist you in finding the best solution.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery and include clear photos.

We will resolve the issue promptly at no additional cost to you.

Contact Information

Customer Support:
📧 support@mylunadress.com
💬 Online Chat Available

Return Address:
Building 9, Tianmu Future, Linquan Road, Changhuai Street
Hefei, Anhui 230000
China