Returns & Refund Policy
Return：
1.Return Policy
(1) Return Policy: If you want to return the goods, please contact us within 7 working days of delivery.
(2) Applicable situations for return and exchange: wrong size, product damage problem, product quality problem.
(3) You need to provide information to request return: order number, product photo proof.
(4)Returned items must be in the same condition as you received them, with the original packaging. Any items that are used, damaged, altered, or missing parts are not eligible for return.
(5) We do not accept returned items that are sent back directly by you without first contacting us.
(6) All of our products are shipped internationally. Please note that we do not cover return shipping costs unless the original products are defective.
2.Return Process
Step 1:
Please send an email to the customer service mailbox. We will process the email within 24 hours . 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.
Step 2: After getting the reply email, please return the product within 48 hours and provide the tracking number;
3. Return Charge
- If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight;
- If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
No restocking fee to be charged to the consumers for the return of a product.
Non-returnable Items :
1.All personalized and personal care items (including earrings, lingerie & robes, etc.) are final sale. For hygienic reasons, no return/exchange is possible.
2.All final sale items are non-returnable and non-exchangeable.
Exchange Policy
We currently do not offer an exchange service for products. As all items are made to order, we do not have any finished dresses or products that can be sent in exchange for your returned items. You must return unwanted items (if allowed under the return policy) and then place a new order for the replacement items. The current production period applies to all new orders.
Refund：
Refund Process:
(1) After we receive the returned product, it takes 3 business days to process. We will notify the refund process via email to customer service and the refund will be issued to the original payment method within 48 hours.
(2) If you do not receive a refund, please email lvnesofficial@gmail.com or call (+86)18362743768
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.
*When you receive an email from LVNES titled "Order #_______ confirmed", your payment has been confirmed.