How we do things
Our shop Policies
Last Update: September 24,2019
General
We reserve the right to change and amend our policies without prior notice.
Returns and exchanges
We gladly accept cancellations
Request a cancellation within: 2 days of purchase
We don't accept returns or exchanges
But please contact me if you have any problems with your order.
Due to custom style, color, fabric and measurements, the dresses are non-returnable. Please note that even if you order for a standard size, we will still make the dress based on the chosen color and fabric so this is custom made as well. All dresses are handmade once order is received, therefore, everything is considered CUSTOM MADE. Unless of course we make some huge error like wrong style or wrong color.
Please note that if you want to order more than one dress in the same color, we highly suggest that you would order all dresses in ONE BIG order to eliminate color difference. We don’t take any responsibility for color difference if you order the dresses separately.
Please note that upon ordering, we will follow what is provided in the order notes (not the listing where the order was purchased). Normally, the order can’t be Changed or Cancelled anymore after 2 DAYS from the order date. If no note was provided in the order, as a default, we will make the dress the same color as it is in the listing.
It is very important for us that our buyers are happy and satisfied with their purchase. If there are any issues, please contact us within 7 days upon receiving the dress or before the special occasion whichever comes first. Anything after that will no longer be entertained.
If the dress does not fit well, it is important to send us photos of the dress as well as photos of the measurements of the dress to confirm and we will find the best solution.
Please note that we won’t be able to offer after sales service if the dress has been altered without prior notification.
Custom made dresses are not returnable. Dress was made in your measurement and in the color, you chose. It’s going to be very hard for us to resell it since it’s made based on your special measurements.
Please understand that we are not responsible for inaccurate measurements. Custom orders will be produced according to the measurements sent, but alterations may be required locally once your garment is received.
*Please note that actual fabric colors may vary from the color on your screen due to monitor color restrictions.
*Also note that for the lace dresses or dresses with some lace details in different lace patterns, even if you order all dresses in one same color, a slight color difference will be expected. Since they are made in different lace patterns, different thicknesses and lace appliques, it will affect the final color of the dress so the final color of the dresses varies depending on the lace pattern and thickness.
Girls Dresses and Children’s Items
For girls dresses or children’s items, please consider adding few centimeters with the measurements to allow room for growth especially if you are ordering 3 months or more ahead of time.
Ready-to-Wear Items
Normally, READY-TO-WEAR dresses or Items are non-returnable, unless, of course, we make some BIG MISTAKE like sending you the wrong style or wrong color. Even if it’s in a standard size, small, medium or large, you still choose the color you want, therefore its custom made for you.
Exceptions
you will be allowed to return the dresses when the following situations happen
For fitting/color issues, you can return the dress for an exchange. We will send you a new dress for free, but you need to cover the return shipping fee.
If you insist on a return without an exchange, then we will accept a return with a small restocking fee (10% of the dress cost + shipping fee). Please understand that it will take us extra time and effort to resell returned dresses.
If we reach an agreement for the return, please return the dress within 7 days after the agreement date. If you can’t return the dress within the time we give, we will not be able to issue the same refund amount we discussed.
Item must return in its original condition to us unworn and unwashed.
To process the return/exchange, please kindly attach your order ID in the package, otherwise, a delay might happen in processing the exchanging or refunding.
Please understand that custom made to measure items are not refundable.
Please understand that we spent most of our time making the clothes, we only pick one day each week to process the exchanges and refunding, so for refunding, it would take as long as a week for us to finally issue the refunding back to your account. Refunds are made once the item has been returned and inspected by us.
Payments
Paypal & EFT (Electronic Funds Transfer)
We can accept credit and debit cards through Paypal, as well as EFT payments or Multibanco payments in Portugal. You can familiarise yourself with Paypal on their website. Please make sure you read their terms and conditions. The associated paypal fees can be found on their site: https://www.paypal.com/en/webapps/mpp/paypal-fees and if you make an international transfer via a bank payment, you will need to pay for the currency conversion fee.
Turn Around Times
Turnaround time for made to measure dresses
Typically, we recommend ordering at least 3 months ahead of the date (the earlier the better). It won’t necessarily take that long to make the dresses, but you will want peace of mind that it’s done, plus it gives you time to have any minor alterations done if necessary. Please allow 4-6 weeks to make a dress plus extra time for shipping.
However we do offer EMERGENCY DRESSES also known as RUSH ORDERS, please talk to us immediately and sometimes you can have your dress designed and made within a week.
If you have any questions, please contact us via our online chat, WhatsApp or email.
Shipping
PLEASE NOTE - VERY IMPORTANT!
Please note that it’s the buyer’s responsibility to make sure the shipping address is correct. We are not responsible for returned items because of an incorrect shipping address. Reshipping fees are for your cost.
We offer 2 shipping choices with flat rates
Please note, once the order has been dispatched, we are no longer responsible for the order. Delivery companies are 3rd party companies and we are not liable for missing products or failed deliveries. However, we always assist you with any issue that may arise.
CTT
We use CTT which is the post office of Portugal. We only use registered post with CTT and we will provide you with a tracking number and link. We recommend CTT as it is more affordable and quicker. However, CTT will hand over your parcel to your countries official Postal Service, so use CTT provided that your countries Postal Service is trusted and reliable.
CTT orders within Portugal and Spain are usually within 1-2 working days.
International orders is usually between 5 – 10 working days.
DHL or Aramex
DHL and Aramex couriers are more expensive, but we recommend them if your countries postal service is unreliable. All DHL and Aramex deliveries will get a tracking number and link.
DHL orders usually arrive within 3 working days.
Aramex orders usually arrive within 5-10 working days.
Additional policies and FAQs
Can this dress be made in a different color, length, can we add sleeves, etc?
Yes, we make custom made dresses, so your dress can be in any color, with any changes and any design you want.
How do I indicate the color, size and details of an order to you?
You can add an optional message (size, color or other customization) to us in the notes section of your order. Or you can send us a message via our web chat, whatsapp or email
How do I decide between a lace up back or zip?
A lace-up back is a safer option if you are unsure about your measurements. A lace-up back is also a good option as then you are flexible to decide on making the dress looser or tighter. If you gain or lose a little weight, the dress will still fit you.
You can get measured by a professional tailor, but every tailor has their own understanding and techniques with measurements. That is why we provide you with a video and instructions telling you how to measure yourself. You can watch the video here.
A zip is a better option if you want a dress that is quick to put on. However, the measurements have to be precise especially if you chose a design that is made with a non-stretch (non-elasticated) fabric.
