We hope that our dear customers could enjoy a happy shopping in www.awbridal.com. If you really meet some problems, we are glad to help you. Please read the steps below carefully.
- The return or exchange must be initiated within 30 days upon receiving the items.It generally will take 0 - 15 business days to get your refund.
- Shipping fees, rush order fees will not be refunded. And we do not take the responsibility for return and exchange shipping fees.
- We will issue a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please contact us soon.
- If you place a group order, you'd better note your event date to ensure your order arrives to you in time; If your girls placed order separately, please place all orders in one day or tell us all the order numbers.
- The products must be in its original packaging with all tags attached.
- Contact us at [email protected] with your order number and the issues.
- Return the parcel. When received the returned package, we will check the package’s conditions.
- Once confirmed, our customer service will deal with it for you.
- The products must be in its original packaging with all tags attached.The dresses must be unwashed, unworn,clean, and free of lint and hair and in original condition with the tags still attached inside.
- The accessories are not broken, bent, or damaged and take a photo of the item before shipping it.
- If the item has been damaged during the shipment, we will ask you to provide the photo to confirm whether the shipping company will take the responsibility or not.
- Please understand that our products are made-to-order, in order to reduce environmental waste and waste of resources, we do not suggest “buy-many-keep-one” order
Damaged or defective items
If your product is damaged or defective at the time of receipt, please contact us at [email protected] with your order number and valid photo proofs within 48 hours. We will check and provide a replacement or issue a refund.
Missing or incorrect Items
If you find a part is missing in the packaging or the item you receive is incorrect, please contact us at [email protected] with your order number and valid photo proofs within 48 hours. We will check and provide a replacement or issue a partial refund.
Items not as described
If you receive the item that doesn’t match the description in the website, please contact us at [email protected] with your order number and valid photo proofs within 48 hours.
Please kindly note that there will be a slight color difference due to different monitors and we do not accept item returns for this. We recommend you order a color swatch before purchasing dresses.
When received your returned items, we will check the condition of the items and make sure they are eligible for an exchange. Once checked and confirmed, we will arrange the exchange as requested as soon as possible. If you need fast-exchanging, please contact us. Extra shipping fees may be charged for shipping services.
- All 'made-to-order' dresses
- Items with 'final sale' and 'clearance' tag
- All customized items
Different monitors show the colors differently, thus, we strongly recommend you order a swatch first before placing orders for dresses.
Sizing or Fitting issues
AW Bridal adopts its own standard of sizes, which may differ from the size you usually are. Make sure to check our size chart and video about how to take your measurements so that you won't have sizing and fitting problems.
As all of our dresses and clothing are hand-sewn and custom-tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements.
Most of our dresses are handmade by our experienced tailors so there might be some issues during the customization, we will not treat it as quality issues and no return and exchange.
We have some tips for you to deal with the issues.
- Threads. Use scissors to cut it, please be careful.
- Creases. Iron the clothes. Please iron the opposite side (inner side) of the clothes with beads, embroidery or other embellishments.
- Slight Mark. This is mainly caused by tailors when using a water erasable pen for tailoring. It’s easy to clean by gently rubbing with water.
Changes & Cancellations Policy
If you would like to make any changes to your order, please contact us at [email protected] within 24 hours of payment confirmation. Corresponding fees will be charged based on the changes you request.
- Customized orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
- Customized orders canceled over 24 hours of payment confirmation before shipping will be eligible for an 80% refund.
- Once the customized orders has been shipped, cancellation is not allowed.