Company Info

Payment & Shipping

Company Policies

Return Policy


How To Return & Refund

1. Submit a return request at Contact Us to Customer Service within 2 days of receiving your orderPlease make sure to include the return note with the following details;

- order number

- reason for return

- photographs for verification

2. Once we have approved your request, you will be sent a return address. Please send your item(s) using local post within 14 days of receiving the return confirmation from us.

3. When we receive the returned package, the item(s) will be inspected to ensure they are in the original condition and have the issues stated in the return request.

4. Once confirmed, the refund will be credited back to the original payment method within 10–15 days (the processing time depends on your payment method and bank). Original shipping fee & return shipping fee will not be refunded.

5. Note: Please Contact Us if you want to return an item. Returns without prior discussion and authorization will not be accepted.


Canceling Orders (Before delivery)
We know that it is very important for you to order a dress for your special occasion and our cancellation policy is in accordance with this. However, it is IMPORTANT to note that our dresses and some accessories are made to order, and all started from scratch (including the Standard Size).  And the materials cannot be reused once the creation process has begun. The good news is that, after placing your order, there is still time to change your mind.
Please refer to our cancellation and return policies below for details.

1. All dress orders canceled within 12 hours of purchase will be eligible for a full refund. (not including rush-time Orders)
2. Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of the product purchase price.
3. Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40–60% of the product purchase price.

4. Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.

5. Once the order has been shipped, cancellation is not allowed.


Return Policy
Your satisfaction is always our priority. When you receive the package, we encourage you to check and make sure that the dress had been made to your order specifications. Try on your dress as soon as possible without moving the tags, altering, or washing the dress.

Return & exchange conditions:

The customer is responsible for return postage fees and replacement postage fees.

1. Purchased the wrong item or chose the wrong size for the product.

2. The product is not suitable.

3. Personal Reasons due to personal taste, changed mind, etc.

As all our dresses are made-to-order and they are not in stock, normally we accept returns due to quality problems or wrong sizes. If we make the dress according to your specifications but it turns out to be wrong, we can't accept a return or refund. Hope you understand. 

We encourage customers to keep the dresses if there is only a little problem; we will refund 30% of the alter fee to the people who alter their dresses locally.
We can only warrant you a refund after we receive the item in good condition as we sent to you. And you should be responsible for the shipping fee.

If our items do have quality problems or size errors, you can return them after contacting our sales. 

As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.


Exchange policy

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. Please recheck the color, size, etc for the new order and email us if you need any help.


Return Address for made-to-order dresses and in-stock dresses:

East 2nd floor, NO 20 Building,
Hefeng Industrial Park, NO 2 Taishang Road,
High-tech District, Suzhou,
Jiangsu Province, 215000, China


Quality Issues
If our staff finds that the merchandise is defective as described, including style error, color errors (Different batches of dresses have little color difference even if you choose the same color twice, it is normal), damaged items, or mis-shipped items, you will receive a refund for the purchase price.
If we find that the merchandise is not defective in any way or has been misused, then we will not refund any money.
We don’t accept the return request on your received product just for you to consider the product may not be exactly the same as the changes you required on the original style of the item subjectively since we will strictly follow your requirement on the order.
We don't accept the return of goods you are not satisfied with which have no Return Authorization from us. We are neither responsible for the refund nor will we take over your dispute on the package that was missing during the return process with no Return Authorization.


size errors
Please be aware that due to the nature of the handwork required, the finished gown may vary approximately 1 inch in either direction of specified measurements. If the dress size did not arrive in the specification as ordered;
We provide a modification service for our customers, who can send back the dress to us and get the dress modified within 7 working days. However, in this case, the customer should be responsible for the shipping fee.

Errors caused by customers' own specifications
If the error of unfitting regarding size/color was made or specified by customers during purchasing our products, the customers will not be eligible for refunds in this case.

Color Mismatch
Our entire color swatches are shot according to the actual fabric by our company. We customize the dress according to the color you specified based on it. However, the settings of your computer screen may alter the color of the pictures shown on 27dress.co.uk.  Slight color mismatches between the color of your dress and the color shown on the screen may not mean that the dress is defective or misshipped. However, if you are confident that you have received the item in the wrong color, please send photos to our customer service email: sercice@27dress.co.uk. we will solve the issue within 24 hours.

Custom Clearance Taxes
We do not accept the refund request for your refusal to sign for the parcel because of the taxes.
All of our orders are shipped as "D.D.U.(Delivered Duties Unpaid), and 27dress.co.uk cannot be held responsible for any accrued additional charges such as taxes, duties, or tariffs that may apply to international orders. To find out more about this, please contact your local customs office.


The Items cannot be returned. 

Please note that the custom-size dress and the swimwear are not returnable. 

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