Return & Refund Policy

Thank you for shopping at Dreamylily.

If you are not happy with your purchase, don't hesitate to contact us as soon as possible to start processing your return and refund.

RETURN POLICY:

1)GENERAL POLICY:

1. Standard size dresses and accessories are returnable within 14 business days of delivery.
2. All returnable items must be unwashed, unworn, and in original condition with their tags still attached. Returned items are refunded the amount paid for the items along with applicable taxes but shipping and any rush fees (if applicable) will not be refunded. We encourage customers to inspect and try on all items as soon as they are delivered.
3. Please note that if you take your dress to a seamstress and decide to return it instead of altering it, the dress must be in original condition. If the dress arrives back and has pins or pin marks, a refund will be rejected.

2)NON-RETURNABLE ITEMS:

The following items are not eligible for returns:

• Custom Size/Color Dresses
• Swatches
• Fabric
• Ready to Ship Dresses
• Face Masks
• Garment Bags
• Jewelry not in original condition (no longer in original packaging)
• Shapewear (all items under this section)
• Robes & Lingerie pieces/sets
• Any other items marked FINAL SALE

EXCHANGES:

1. We do not offer an exchange service for any products at this time. Many of our items are made-to-order, so we don't keep these items in stock. If an item doesn't work and another one is needed, a return will need to be processed for all unwanted items (if eligible) and a new order must be placed for new items.
2. All new orders are subject to current turnaround times and prices. Prior pricing or discounts used when the original order was placed will not be honored for a new order.

RESERVED RIGHTS REGARDING RETURNS:

We reserve the right to define and limit, refuse, and/or reject returns from customers at any time due to but not limited to:

1. Irregular or excessive returns history indicative of "wardrobing."
2. Irregular or excessive returns history involving worn, altered, laundered, damaged, missing items.
3. Potential fraudulent or criminal activity.
4. Bulk orders with multiple sizes/variations of items of the same type.

DAMAGED, DEFECTIVE, OR MIS-SHIPPED DRESSES:

• Dreamlily will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items as long as we are notified within 14 business days of delivery to you.
• If the item arrives damaged or defective, please contact our Customer Service team directly for assistance with the following information. Our customer service team can be reached here. After 14 business days, we may not be able to process a full refund.

RETURN INSTRUCTIONS:

1. Initiate a return: Please email us at service@dreamylily.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
2. Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
3. Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

RETURN PROCESS:

1. Once we have the package back, it generally takes our team up to a week to process the return back into our warehouse.
2. Refunds are automatically processed back to the original form of payment and can take us 3 business days to process on our end and 3 business days for your financial institution to get the funds back into your account.
3. Once the refund is completed on our end, we'll send you a confirmation to the email associated with the order. Keep in mind that for standard returns we offer a refund on the price paid for the item plus applicable tax but we do not refund shipping or rush fees.

IMPORTANT NOTE:

Once your return is in transit back to us we cannot resend any of the items to you. Please make sure you do not include non-Dreamylily items in your return package as we are unable to send them back to you.

CANCELLATION POLICY:

We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that the most our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.

• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24-72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.

If you would like to cancel your order, please contact our customer service to proceed.

Email: service@dreamylily.com

Address: Room 2814, Block 1, Lejia Building, No. 8 Jiarui Lane, Industrial Park, Suzhou, Jiangsu Province, China 215122

China Office Phone Number: +86 18121556510

Customer Service Time: Monday - Friday (9:00 a.m. - 6:00 p.m. GMT+8)