All returns must be contact us within three (3) days of receiving the product. If 15 days have gone by, unfortunately we can’t offer you a refund or exchange. We will accept returns if dresses have damaged, wrong size, wrong color or delivery time - more details please contact our customer's service. 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. If you insist on returning package, please note, you will be responsible for all return shipping charges. We strongly recommend that you use a traceable method to mail your return.
To start a return, you can contact us at Support@dresstok.co.uk. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. If there is a customs duty, we can not afford it, you also need to pay for the customs duty. After we receive the dress and check no problem, we will arrange to refund. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package.
Sizing or Fitting Issues
Our dress size is true to our size chart. So please double check our size chart and make sure the size fit. We also offer custom size, not extra cost. As all of our dresses are hand-sewn and made to order, the finished gown may vary by approximately one inch in either direction of the specified measurements. We would check the size and measurements before we ship them. Therefore, the mistake on size and measurements are very rare.
1.Size Deviation: Dress is not the size you ordered
Before ordering a dress, please make sure to give us the exact size measurement. Click here for Size guide. The finished gown may vary by approximately one(1) 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 firstname.lastname@example.org and we'll have the designated personnel to take the dispute and offer a reply within 24 hours.
2.Dress is the size you ordered but does not fit
Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
You can go to a local tailor or a professional seamstress to have the dress re-sized at your own cost.
Please note that if your order specifications differ too greatly from the final sizing request, re-sizing may not be possible.
3. Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on dresstok.co.uk. Slight color aberration of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. And the pictures in the page are only for reference, the color can not be 100% the same, we can only assure 90% similarity with the models. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Note: We DO NOT accept any returns or refunds if the color is right according to your color information on the order. If you love the color shown on pictures, please choose the option: "show as picture" but not the color you consider in your mind.
After we receive your returned dress, we will contact you and proceed the refund. Please notice that the returned dress should be in the same condition as it was sent to you. If not, we will charge you more reasonable restock fee.