Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first within 14 days upon receiving the dress(es). We are always at your service.

Sizing can differ from company to company, the best way to figure out which size will fit you best is to match your measurements to our handy size chart, which is also included on every dress’s page.

We encourage that it is signature upon receipt on all our packages, the choice is yours however during this time if you opt out of the signature then you are taking the culpability if package gets lost in transition.

All Dresses are newly made to order, so for standard-size dress, there will be a charge of 10% restocking fee from the original dress price(excluding shipping and tax) for your return. The rush fees will not be refunded.

Defective, Damaged or Misshipped Items

Please kindly check the package contents before signing. damaged or mis-shipped items. If your items were damaged during delivery, we suggest you to take photos or video and get a “Proof of Damage” documentation from the delivery carrier. Quality problem can be defined as obvious quality defects, then no following of customization requirement and size deviation from the posted size criteria.

You can get a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items.

Sizing or Fitting Issues

Before ordering a dress, please kindly make sure to give us the exact size measurement. The finished gown may vary by approximately one inch in either direction of the specified measurements. For the dispute on size deviation, please take some photographs of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to [email protected]  and we’ll have the designated personnel to take the dispute and offer a reply within 24 hours.

Once it is confirmed that our skirts are not in our standard sizes, you can get a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items.

If the dress’s size differs from the specifications you ordered by more than one inch, we cordially encourage you to find a local tailor to make adjustments. All of our dresses (except ready-to-ship dresses) are newly tailored by our dressmakers. There may be the little size error within one inch for the handwork. Please kindly forgive.

Dress is the custom size you ordered but does not fit

Customized items (either in custom color, custom size or custom style) orders are made according to your requirements. It means that nobody else can fit or accept the item. Because of this, we can not accept any returns on customized orders. Customized orders cannot be returned for any reason. Customized orders are final sale. So sorry, love! Make sure you triple-check all your measurements and color choice! But we attach an fabric in the seams of your dress, you can make minor adjustments at a local tailor of which we won’t cover the cost. Please note: if your order specifications differ too much from the final sizing request, resizing may not be possible.

If you’re sure that you get a dress which is not tailored by the specification of your order, please take some photos of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to [email protected] and we’ll have the designated personnel to take the dispute and offer a reply within 24 hours. We will help you to settle the problem quickly.

Color Mismatch

There is a little color difference of the same color for the different fabrics. Some kinds of fabrics will show different color effect when you check it from different angles under different light, such as taffeta. Different monitors will also show the different color effect from the actual color of the dresses. The slight color difference between the dress at hand and the color shown on the monitor is not the color defective or wrong delivery. However, if you confirm that you receive a dress in wrong color; please kindly send e-mail to [email protected] We will help you.

Exchange Policy

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items.

General Return Policies

We will accept returns if dresses have quality problems, wrong delivery time, we also hold the right to refuse any unreasonable returns, such as wrong size you gave us or standard size which we made right, but we offer free modify.

Please see following for the list of quality issues that are fully refundable for:

Wrong Size, Wrong Colour, Wrong style, Damaged dress- 100% Refund or remake one or return 50% payment to you, you keep the dress.

How To Return

  • Contact us within 14 days of receiving the dress (please let us know if you have some exceptional case in advance)
  • Provide us with photos of the dress, to show evidence of damage or bad quality, this also applies for the size, or incorrect style and colour etc.
  • Once we have approved your request. Please send your item(s) using local post which is trackable within 14 days from receiving the return confirmation.
  • You are required to pay for the shipping fee to return the dress.
  • When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
  • Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).
Please note:
  • We reserve the right to refuse the return if received in an unacceptable condition. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached.
  • We cannot process any products that are returned without our prior confirmation.
  • We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
  • For forcibly return which is not eligible per the return policy, for wedding dress, we have the right to charge 70% of the purchase price (excluding shipping and tax) as a restocking fee, for Non-bridal dresses, we have the right to charge 50% of purchase price(excluding shipping and tax) as a restocking fee.

Cancellation Policy

We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.

In the event that you would like to cancel or make changes to your order, please let us know within 24 hours upon placing your order. If you would like to make any changes to your order, please contact us with your requests. Please note that corresponding fees will be charged based on the changes you request.

For cancellations, please refer to our cancellation policy below for details:

  • Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
  • Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of the product purchase price.
  • Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40-60% of the product purchase price.
  • Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.
  • Once the order has been shipped, cancellation is not allowed.

Thank you for your interest in idolrays. We are flattered that you are considering us for your special day! If you have any further questions, please get in touch at [email protected]. We are happy to help!