RETURNS & EXCHANGES

At Wedding Roof, we fully understand that choosing the perfect dress for your special day is an extremely important moment. Therefore, we have developed our cancellation and refund policy based on this deep understanding. Please note that our dresses are made especially for you, and after starting the sewing process, the materials and resources used to create your wedding dress cannot be reused. We want to provide you with the best shopping experience, so please be sure of your choice before placing an order.

Cancellation Policy

We understand that sometimes there are situations when it is necessary to cancel an order. Please note that after making the payment, cancellation will no longer be possible. However, you can always contact us before payment and we will be happy to help you cancel the order. To do this, please send an email to our address: weddingroof.b2b@gmail.com.

It is very important to us that you are satisfied with your purchase, so if exceptional circumstances arise that prevent the order from being delivered on time or with the required characteristics and quality, we reserve the right to cancel the order. In this case, we will contact you by email and refund the full cost of the paid purchase. Please note that Wedding Roof is not responsible for any losses or expenses related to the cancellation of the order. We hope for your understanding.

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 weddingroof.b2b@gmail.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 take care of your comfort and are sure that our wedding dress will bring you real pleasure. After receiving the order, we recommend that you look at and try on the dress without changes. If for some reason your choice does not suit you, you can consider a return option.

Terms of Return

Returns are made for standard wedding dresses without individual changes. The dress must be in new condition, with the tags saved and not worn.

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 and Lana Marinenko items are final sale items that will not qualify for returns or exchanges.
• Dresses purchased on sale or from samples.

How to initiate a return

In order to return the product, contact us by email weddingroof.b2b@gmail.com within 72 hours after receiving the dress. If the return request is not received within 72 hours, the sale is considered final. An unauthorized return will be rejected and sent back to the sender at his expense.

Delivery

When returning dresses, we will provide a return authorization and a prepaid label after receiving confirmation. Please send the dress back to us within 72 hours after receiving the permission. Please note that the cost of shipping the dress to us using our prepaid label will be deducted from the refund amount.

Return Quality Control

Every return that we approve is checked upon receipt to make sure that it meets our return conditions.

Refund

When refunding, we do not take into account the costs of shipping, processing and urgent manufacture. In the case of an authorized refund, a restocking fee of only $250 USD of the cost of the dress will be charged. After receiving and verifying the returned item, the refund, minus the replenishment fee and other fees, will be made using the same payment method that was used during the purchase. Please note that the refund processing will take up to 15 business days.

Defective/Damaged Goods

If your item arrived in poor condition or damaged, please contact us within 72 hours of receipt at weddingroof.b2b@gmail.com and provide us with photos confirming the problem. We will do our best to solve this problem quickly and replace the damaged item.

Refused Delivery

Please keep in mind that in case of non-delivery or rejection of the parcel, we will not refund the cost of the goods and shipping costs. This applies to situations with incorrect addresses, shipping problems, unpaid duties, taxes, or customs seizures. Before making a purchase, it is recommended that you read our Return Policy to find out about the possibilities of returning or exchanging the product.

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.