RETURNS & EXCHANGES
Our Dresses and Bridal Separates are made to order for each one of our brides, and we begin creating your pieces as soon as your order is placed. Due to the handmade and hand-embroidered nature of our Dresses, Toppers, and Separate Skirts, we accept returns under certain conditions. We do recommend brides take careful consideration when purchasing, so please work with our consultant to choose your sizing and styling with confidence!
Have You Found A Fault?
Wedding Roof carefully quality controls each dress before it is shipped to you.
For online orders, Wedding Roof will happily accept the return of toppers and dresses for replacement or repair in the unlikely case of minor faults, or if the item is not correct to the size, style, and colour chosen by you at the time of ordering.
If you believe that your topper or wedding dress contains a fault, or is not what you ordered:
- Please contact us at email@example.com with your invoice number, photos and a detailed explanation of the fault or issue within 7 days of receiving the item.
- If we cannot resolve your concern via email or telephone, we may require you to return the topper or wedding dress to us so our Quality Control Manager can carefully assess the item upon return.
- To be eligible for a replacement, repair or refund, all items must be postmarked returned to our Wedding Roof within 14 days of receipt.
- Wedding Roof toppers and wedding dresses are handmade, the embellishments are hand beaded. For this reason, slight abnormalities in the laces, embellishments (including one or two beads loose or missing), or a slight inconsistency in the weave or colour of the fabrics will not be considered faulty by Wedding Roof. These variations are consistent with the individuality of hand-made gowns, and in fact make your dress 100% unique to you!
- If we have made a mistake, or the item is assessed as faulty by our Quality Control Manager, we will replace or repair your item and reimburse your return freight charges in USD (only if a receipt is enclosed). Postage for your replacement item will not be charged.
- As we make our wedding dress and toppers available to brides all around the world, Wedding Roof cannot refund international duties and taxes. For information about these charges, we recommend contacting your local customs office.
- If, after inspection, the dress passes our quality control checks, you will not be offered any replacement, repair or refund and we will return the dress or accessory to you at your expense (including additional shipping and customs charges, if applicable).
Changed your mind and want to return the item?
We strive to provide you with a convenient and enjoyable experience when purchasing a wedding dress from our online store. However, if for any reason you are not satisfied with the dress you purchased from us, or if the dress turns out to be not "the one," we are ready to offer you the opportunity to return it within a certain timeframe.
According to our return policy, you can return the wedding dress within 7 days after receiving your order. If you decide to return the dress, we will deduct only 15% from the dress's cost to cover processing expenses. The remaining amount will be refunded to your bank card, through which the purchase was made.
To return a wedding dress, it must be in perfect condition, unworn, and without any signs of use, and it must remain in its original packaging. When returning the dress, you need to contact our customer support service to obtain all necessary information about the return process and send the dress back to our store. The return shipping is at the buyer's expense.
Exceptions / Non-returnable items
- We accept returns only if there are no individual changes made to the order.
- Unfortunately, we cannot accept returns of discounted items or dresses bought with gift cards.
- All Sonya Soley items are final sale items that will not qualify for returns or exchanges.
Buyers are responsible for the return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
We hope that our return policy is transparent and clear to you. If you have any questions or need further information about our return policy, please contact our customer support service.