Return & Exchange Policy

Eligibility for Returns & Exchanges

• Ready-to-Wear (Pret) Collections: Standard-size garments from our pret line are eligible for a size exchange (same style, different size) or return for store credit, provided they meet our condition criteria (unworn, unwashed, undamaged, with original tags and packaging). We do not offer exchanges for different styles or refunds in cash for discretionary returns – only size exchanges or credit notes are allowed for eligible ready-to-wear items.

 

• Couture & Bridal (Made-to-Order): Custom-made pieces (including bridal couture and any made-to-measure orders) are final sale and not eligible for returns or exchanges. These bespoke creations are crafted uniquely to your measurements and preferences

 

• Accessories & Final Sale Items: For hygiene and specialty reasons, jewelry, accessories, and any items marked as “Final Sale” or sold at a discount are not returnable or exchangeable. Discounted merchandise is considered a final sale, reflecting common industry policy that refunds are offered only on full-price merchandise

 

• Altered or Used Items: We kindly ask that you do not send any item that has been altered, tailored, worn, washed, or damaged by you, as these will not qualify for return/exchange. Garments with any stains (makeup, deodorant, etc.) or odors (perfume, smoke) are ineligible for return. We do not offer post-purchase alteration services on any items, to preserve the integrity of the original design (our atelier does not perform alterations on delivered goods).

Exchange Policy (Size Exchanges Only)

We understand that finding the perfect fit can be challenging. Exchanges are allowed only for size issues on eligible ready-to-wear items:

• Size Exchanges: If a standard-size garment doesn’t fit as expected, you may request an exchange for a different size in the same style. Exchanges for a completely different design are not permitted. Simply contact us within the specified window (see “Timelines” below), and we will assist in swapping your item for the correct size (subject to availability).

 

• No Exchanges on Custom Orders: Custom-fitted, made-to-order outfits (including bridal couture) cannot be exchanged for size or any other reason.We take your measurements and requirements with utmost care before production; once crafted, these bespoke pieces are final.

 

• Process: To initiate a size exchange, please email our Client Services team with your order details and required size. We will confirm availability and guide you through next steps. You’ll need to ship the item back to us (in unused condition with original tags). Upon inspection and approval, we’ll send out the replacement size.

 

• Shipping Costs for Exchanges: For all exchanges kindly send us the garment in it’s original condition with price tags to our store:address

The outbound shipping of the new size to you will be not be covered by (please inquire courier prices based on your country).

Note: We want you to have a gown or ensemble that fits perfectly. If you have any sizing questions before ordering, our team is available for consultations to help minimize the need for exchanges.

Return & Refund Policy

• Our brand upholds a no-cash-refund policy in most cases. However, we do offer flexible solutions like credit notes or refunds in specific scenarios:

 

• Returns for Store Credit: If you are truly unsatisfied with a ready-to-wear item (and a size exchange is not suitable), we may accept a return for a store credit or online credit note at our discretion. The credit note value will typically equal the purchase price you paid (minus any shipping fees) and will be valid for future purchases on our site. The credit notes will be valid for up to 6 months .We will confirm the exact validity period when issuing your note.

 

• Refund Eligibility: As a general rule, refunds to the original payment method are only considered in exceptional cases – for instance, if a manufacturing defect is confirmed and no replacement is available, or if an order cannot be fulfilled. Any refund, if granted, will only be processed for merchandise sold at full price (no refunds on discounted items). This means if your item was purchased at the maximum retail price with no promotional discount, a refund may be possible; otherwise, discounted sale items are not eligible for refund or exchange.

 

• Quality Issues or Damage (Defective Products): In the unlikely event that you receive a product with a manufacturing defect or damage in transit, please inform us within 24–48 hours of delivery with photographs of the issue. Our team will swiftly review the case. If the item is confirmed to be defective or not as ordered, we will offer a suitable resolution – typically a free replacement/exchange for the same item, a repair, or a full refund/credit if the item cannot be replaced. We want to make it right, as customer satisfaction is paramount. (Note: Minor variations in hand embroidery, weave, or print are natural in artisan-made products and are not considered defects – such nuances are part of the charm of couture.)

 

• Return Process & Condition: Any approved return (for credit or refund) must be shipped back to us unused, in its original condition with all tags and the original boutique packaging or garment bag intact. Please include the original invoice/receipt with your return package. Our quality team will inspect the returned item upon arrival. If it passes the inspection (i.e., is unworn, unaltered, and has all original tags and accessories), we will process your credit or refund as agreed. If the item fails quality check (e.g., shows signs of wear or damage), we will be unable to process the return and will ship the item back to you.(Shipping harges will be paid by you)

 

• Timeline for Refunds/Credits: Once a return is approved and the product passes inspection, we typically issue the store credit or refund within 7-10 working days. Store credits (digital coupon codes or gift cards) will be emailed to you, and refunds (if any) will be credited to your original payment method. Please note that shipping fees are not refundable, and any cash refund will reflect the product price minus any discounts or handling fees applied.

 

• Warm Note: Our aim is to ensure you have something you truly love. If a style didn’t work out, a store credit gives you the freedom to pick an alternate piece at your convenience. Our stylists can also help recommend a different outfit using your credit, ensuring you find the perfect match.

Cancellation Policy

Once an order is placed, our artisans and production team begin working on it promptly to meet expected delivery times. We do not offer any cancellations.

• Unfulfilled Orders / Stock Unavailability: In the rare case we are unable to fulfill your order or a particular item (e.g., due to inventory or production issues), we will notify you and cancel the order from our end. In such cases you are entitled to a full refund for that item (or the entire order if fully unfulfilled). Refunds for our inability to deliver will be processed back to your original payment method at no charge to you.

Warm Note: If you need to modify your order (size, color, shipping address) rather than cancel, please contact us as soon as possible. We may accommodate changes within the first 24 hours. Our goal is to deliver your dream outfit as smoothly as possible.

Shipping & Return Logistics

We deliver across India and to many international destinations. Below are guidelines on shipping and who bears the cost in various return/exchange scenarios:

Domestic Shipping (Within India): We do not offer complimentary standard shipping on any orders/returns

• International Shipping: We ship internationally to select countries.For returns/exchanges on international orders, return shipping is generally the customer’s responsibility unless the return is due to a confirmed defect or error on our part. We do not currently offer pick-up service for international returns. You would need to ship the item back via a trackable courier service. Any import duties, taxes, or customs fees paid on the original shipment are non-refundable, and if you return an item, please mark it as "Returned Merchandise" to avoid additional import charges. Any duties or fees incurred by us on incoming international return shipments may be deducted from your refund/credit, or billed separately, as is standard practice.

 

• Exchanges (Domestic vs. International): As noted in the Exchange Policy, domestic/international exchanges are shipped back out to you wherein you pay for the charges. Any applicable duties and charges will be your responsibility

 

• Packaging Your Return: When returning an item, please pack it securely in the original box or garment bag, including all accessories, hangers, dust covers, or brand packaging that came with it.This helps ensure the item is protected in transit and that we receive it in the manner it was delivered to you. Kindly include the purchase invoice or a copy of your order confirmation email inside the package to help us identify your order. We recommend insuring the shipment for high-value items, as we cannot be responsible for damage or loss in transit back to us.

 

• Return Authorization: For any return or exchange, please obtain a Return Authorization from our customer care before sending anything back. Unannounced returns may face delays or refusal. Once you contact us and your return/exchange is approved, our team will provide

Damage, Claims & Other Scenarios

We strive for excellence, but if an unexpected issue arises, we have policies in place to protect our clients:

• Damaged or Incorrect Item on Delivery: As mentioned, if your item arrives damaged or is not the item you ordered, notify us within 24 hours with photos. We will cover all costs to rectify this – including return shipping and sending you the correct item or a pristine piece. Rest assured, you will not be stuck with a faulty product – we will make it right either by replacement or refund/credit.

 

• Lost Packages: If a return package dispatched by you is lost in transit, please contact the shipping carrier first to file a claim. Unfortunately, we cannot issue credit for returns we do not receive. This is why using our tracked labels or recommended carriers is important.

 

• Repeated Returns / Abuse: Our policy is designed to be flexible for genuine cases, but we also monitor for unusual return patterns. While we do not currently enforce a strict return rate cap, we reserve the right to review accounts with very frequent returns and, on rare occasions, decline service to prevent abuse of policy. We will always communicate with you if we observe any issues.

 

• Color and Description Variance: We take great care to describe and photograph our products. However, slight color variations may occur due to screen settings, and handcrafted pieces may have minor inconsistencies. Such variations will not be considered defects. If you need an exact color match (for example, coordinating with other garments), please reach out to us before purchase.

 

• Custom Orders Fittings: For bespoke bridal and couture orders, we typically conduct fittings during the creation process to ensure a perfect fit. Once delivered, if any minor tweaks are needed, these are not covered by our return policy (we cannot accept returns for fitting issues on custom pieces. Similarly, if a serious construction flaw is found in your couture piece upon wearing it, we will address it. But changes due to body measurements fluctuating after order or preference changes are not covered.

Timeline & Contact Points

• Return/Exchange Request Window: Please initiate any return or exchange request within 7 days of receiving your order (for domestic clients). International clients should initiate within 7 days as well, and ship the item back within a reasonable time frame once approved.

 

• Processing Time: Once your returned item reaches us, please allow 3-5 business days for our team to inspect and process the exchange or credit/refund. We will keep you informed via email at each step.

 

• Contact Us: For any questions or to start a return/exchange, our Customer Care is here to help. You can reach us at support@ourbrand.com or call/WhatsApp our helpline. If you prefer, you may also visit any of our flagship stores with your item and invoice, and our store team will assist you in person.

We value your patronage and trust. This policy is designed to give you peace of mind when shopping with us, while also protecting the couture craftsmanship that goes into each piece.

If you have any further questions about our Returns & Refund Policy, please do not hesitate to reach out. We are here to assist and ensure that your experience with our brand remains as exquisite as the garments themselves.