Returns & Refund
Item can be returned within 14 days of delivery.
All returnable items must be unwashed, unworn, and in original condition with their tags still attached.
Customized item is not supported to return.
You will receive full refund if the issue is caused by us (e.g. mis-shipped, defective, wrong items, etc.).
For issues (e.g fit issue, dislike, buy 2 and try both but only keep one, etc.) which are not caused by us, buyer should bear forth and return shipping cost. Some restocking fee will be also charged (20%-50% based on the actual issue).
Unlike wrong size, fit issue is usually not caused by the seller. But to offer better service, we provide size customization services. You can choose a custom size in your order and just enter your size.
Please note if you choose colors across different fabrics, the colors may vary a lot. It doesn't mean that we make a wrong color. e.g. Burnt orange of chiffon is quiet different to burnt orange of silk satin.
Rush order, virtual products, tips, lingerie, color swatches and disposable items are not supported to return and refund.
How To Return & Refund
- Within 3 days after receiving your order, submit a return request in my order or contact us to customer service. Please attach the reason for the return and photos for verification.
- Once we approve your request, we will provide the address to you, please send it back by yourself.
- When we receive the returned package, we will check the item to make sure it is in its original condition and has the problems described in the return request.
- Once confirmed, the refund will be returned to the original payment method within 7-10 days (processing time depends on your payment method and bank). The original freight and return freight will not be refunded
Conditions* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* 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.
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
FOR ALL CUSTOM SIZE DRESSES:
At Luolandi, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
All our items are made-to-order, including standard size items, with this in mind, please refer to our cancellation policy below:
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 login to My Orders, select the order you need help with, and request cancellation.