Exclusions:
- Customized or made-to-order bridal dresses, jewellery are not eligible for returns as we can not resell to others.
- Accessories such as veils, jewelry, and undergarments are final sale and cannot be returned for hygiene reasons.
Refund Process:
Upon receiving the returned bridal dress and verifying its condition, we will initiate the refund process. Refunds will be issued to the original method of payment within 7-10 business days. Please note that shipping fees are non-refundable, and any return shipping costs are the responsibility of the customer. Please note: we will deduct return fee and restock fee for all our wedding dresses.
Exchanges:
Unfortunately, we do not offer direct exchanges. If you wish to exchange your bridal dress or jewellery item for a different size or style, we kindly ask that you return the original item and place a new order through our website.
Restocking Fee Policy:
At Elsi John, we want to ensure transparency and fairness in our return process. In certain instances where a return is initiated, a restocking fee of 12% will apply to the refunded amount.
When Does the Restocking Fee Apply?
The 15% restocking fee applies in the following circumstances:
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Change of Mind Returns: If you decide to return your bridal dress due to a change of mind.
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Returns Not Meeting Eligibility Criteria: If the returned bridal dress does not meet our eligibility criteria, such as being worn, damaged, or missing tags.
Exclusions:
The restocking fee does not apply in the following cases:
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Defective or Incorrect Items: If the bridal dress is defective or if we have shipped the wrong item, we will waive the restocking fee, and you will receive a full refund.
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Exchanges: If you are exchanging your bridal dress for a different size or style, the restocking fee may be waived at our discretion.
Notification and Approval:
You will be informed of the restocking fee during the return authorization process. Approval for the restocking fee is subject to review by our customer service team.
Returns Policy for Custom Dress Orders
At Elsi John, we strive to ensure that each of our valued customers receives a product that meets their expectations and specifications. We take great care in crafting custom dresses tailored to your unique preferences. However, it's important to note that due to the personalized nature of these items, we have specific policies regarding returns. Please read the following information carefully:
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Customization Process: When you place an order for a custom dress, we initiate a meticulous process to create a garment that aligns with your chosen size, color, and design preferences. Our skilled artisans invest time and effort to bring your vision to life.
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No Returns on Custom Orders: We regret to inform you that we do not accept returns or exchanges for custom dress orders. Once your order is placed and the customization process begins, it is not possible for us to resell the item to another customer. Therefore, we kindly request that you review all specifications thoroughly before finalizing your purchase.
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Quality Assurance: Despite our stringent quality control measures, if you encounter any defects or issues with your custom dress upon receipt, please contact our customer service team immediately. We will assess the situation on a case-by-case basis and work towards a satisfactory resolution.
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Cancellation Policy: Should you wish to cancel your custom dress order, please notify us as soon as possible. Depending on the stage of production, cancellation may be feasible, but certain fees or charges may apply.
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Exceptions: In rare instances where errors occur on our part, such as incorrect sizing or color discrepancies not in accordance with your specifications, we will take full responsibility and work with you to rectify the situation promptly.
Contact Us:
Should you have any questions or concerns regarding our return policy or restocking fee policy or require further assistance, please feel free to contact our customer service team at cs@elsijohn.com. We are dedicated to ensuring that your return experience is straightforward and satisfactory and exceeds your expectations.
Thank you for choosing Elsi John. We look forward to helping you find the perfect dress for your special day!
