RETURN, REFUND AND EXCHANGE POLICY

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In order to provide a better shopping experience and customer service,we will issue a full refund including shipping fee right away for any damaged, defective or mishandled products. If you find any quality problems with our product when you receive your package, please contact our customer service. We will arrange a free replacement, return or refund as soon as possible.

• Dresses with standard size (must be less than US14) and picture color can be returned, please contact us within 2 days after you receive the dress. If you want to return, please send it back within 2-7 days, dresses must be returned within 30 days of the delivery date.
New policy updated from all express companies from Oct 1st, 2021
Please report us the abnormal situation of the package within 30 days from date of shipping otherwise the Express refuse to pay any loss of package.
We will offer you a 90% refund if there is no quality problem but you are not satisfied with the product or you change your mind. We will take a 10% restocking fee, which will automatically be deducted from your refund.
You will be responsible for paying shipping fees back including but not limited to the cost to ship the package back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.
• For custom order(Color not as picture shown or Custom Size) and Plus size (larger than US14) can’t be returned, please note this policy, because even they returned, we can't sell them again in the future.
• Refunds are issued to your original payment method. Refunds cannot be returned to alternate cards or different forms of payment.
• Returns must be received in new condition; unworn, unwashed, and with the hygienic liner intact. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to refusal.
• Shoes must be returned in their original shoe box and placed inside an additional box for shipping transit. Damage to the shoe box makes shoes ineligible for return. If received damaged, shoes will be shipped back and subject to additional shipping costs.
• Original shipping cost is non-refundable.
• If there are no quality problems, we also hold the right to refuse any unreasonable returns, such as wrong size you gave us. But we still offer free alternation.

Please show us photos of error firstly, there are 3 ways to solve it.
1. Send dresses back to get full payment back.
2. Get 50% discount to keep it.
3. We will remake one and send it as soon as possible, the first dress no need to send back.

FOR ALL FABRIC SWATCHES, ACCESSORIES AND RUSH ORDERS
All fabric swatches, measuring tapes, accessories, veils are final sale. No returns or exchanges for any reason. And we currently can not refund the rush fees on rush orders except defective items. We will refund the rush fee on defective order.

EXCHANGE POLICY
We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items. If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first, then we will refund you 90% cost of dress (shipping cost is used and can't be refund again), and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.

Return Process
1. Email our Customer Service: okbridalshop@gmail.com within 7 natural days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service.
2. Once you received the reply from okbridalshop@gmail.com, it means your request for return has been approved. Please return the dress to us with the address we provided ASAP (3-7 days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
3. All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
4. Original shipping cost is non-refundable.

CANCELLATION POLICY
We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
• Unpaid orders will not be processed. If you do not need it, please ignore it.
If you cancel your order within 24 hours of payment, you will be eligible for a full refund.
• Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.
• Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.
• Cancellation beyond 120 hours after the order is paid:
you will get a partial refund consisting of 20% of the dress price and the full shipping cost.
Once your order has been shipped, it can no longer be cancelled.
If you need to cancel your order, please email okbridalshop@gmail.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received.
You will get an order confirmation email after payment. Please reply to the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make changes without extra cost if you contact us in 24 hours after payment
In order to provide a better shopping experience and customer service,we will issue a full refund including shipping fee right away for any damaged, defective or mishandled products. If you find any quality problems with our product when you receive your package, please contact our customer service. We will arrange a free replacement, return or refund as soon as possible.

• Dresses with standard size (must be less than US14) and picture color can be returned, please contact us within 2 days after you receive the dress. If you want to return, please send it back within 2-7 days, dresses must be returned within 30 days of the delivery date.
New policy updated from all express companies from Oct 1st, 2021
Please report us the abnormal situation of the package within 30 days from date of shipping otherwise the Express refuse to pay any loss of package.
We will offer you a 90% refund if there is no quality problem but you are not satisfied with the product or you change your mind. We will take a 10% restocking fee, which will automatically be deducted from your refund.
You will be responsible for paying shipping fees back including but not limited to the cost to ship the package back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.
• For custom order(Color not as picture shown or Custom Size) and Plus size (larger than US14) can’t be returned, please note this policy, because even they returned, we can't sell them again in the future.
• Refunds are issued to your original payment method. Refunds cannot be returned to alternate cards or different forms of payment.
• Returns must be received in new condition; unworn, unwashed, and with the hygienic liner intact. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to refusal.
• Shoes must be returned in their original shoe box and placed inside an additional box for shipping transit. Damage to the shoe box makes shoes ineligible for return. If received damaged, shoes will be shipped back and subject to additional shipping costs.
• Original shipping cost is non-refundable.
• If there are no quality problems, we also hold the right to refuse any unreasonable returns, such as wrong size you gave us. But we still offer free alternation.

Please show us photos of error firstly, there are 3 ways to solve it.
1. Send dresses back to get full payment back.
2. Get 50% discount to keep it.
3. We will remake one and send it as soon as possible, the first dress no need to send back.

FOR ALL FABRIC SWATCHES, ACCESSORIES AND RUSH ORDERS
All fabric swatches, measuring tapes, accessories, veils are final sale. No returns or exchanges for any reason. And we currently can not refund the rush fees on rush orders except defective items. We will refund the rush fee on defective order.

EXCHANGE POLICY
We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items. If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first, then we will refund you 90% cost of dress (shipping cost is used and can't be refund again), and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.

Return Process
1. Email our Customer Service: okbridalshop@gmail.com within 7 natural days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service.
2. Once you received the reply from okbridalshop@gmail.com, it means your request for return has been approved. Please return the dress to us with the address we provided ASAP (3-7 days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
3. All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
4. Original shipping cost is non-refundable.

CANCELLATION POLICY
We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
• Unpaid orders will not be processed. If you do not need it, please ignore it.
If you cancel your order within 24 hours of payment, you will be eligible for a full refund.
• Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.
• Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.
• Cancellation beyond 120 hours after the order is paid:
you will get a partial refund consisting of 20% of the dress price and the full shipping cost.
Once your order has been shipped, it can no longer be cancelled.
If you need to cancel your order, please email okbridalshop@gmail.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received.
You will get an order confirmation email after payment. Please reply to the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make changes without extra cost if you contact us in 24 hours after payment
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