Return & Refund Policy

This policy outlines the specific conditions, timeframes, and procedures under which Venlian accepts returns, refunds, and exchanges. As a bespoke studio, Venlian discloses all applicable costs related to returns and custom production within this policy and prior to purchase.

1. Return Eligibility

1.1 Return Window All return requests must be submitted within 14 days of delivery, based on the actual delivery date.

1.2 Eligible Returns We accept returns for all items, including standard-size and custom-made dresses, provided that:

The item is unused, unwashed, and unaltered.
All original Venlian security tags remain attached.
The item is returned in its original packaging.
Try-on is allowed for fitting purposes only. The item must remain unused and unaltered

1.3 Non-Eligible Returns

Items that show signs of use, perfume, stains, or have been altered.
Items returned missing original tags or packaging.
Items returned outside the 14-day window.

2. Refund Logic & Fees

2.1 Standard Size Items:

We offer a refund of the purchase price for standard size dresses. Please note that the original shipping fee paid at checkout is non-refundable for non-quality returns. The customer is also responsible for the international return shipping charges back to our studio.

2.2 Custom-made Items:
All our custom-made dresses are priced at the full order amount at checkout with no additional upfront fees.
Because custom-size dresses are handcrafted to your unique measurements and cannot be resold, non-quality returns will incur a 20% Material & Labor Loss Fee. The original shipping fee is non-refundable. This fee strictly covers the irreversible costs of customized fabric and manual tailoring labor.

2.3 Restocking Fee:
There are no hidden administrative charges. For custom-made orders, the 20% Material & Labor Loss Fee (Restocking Fee) represents the actual cost of irreversible production. Please note that the original $18.88 shipping fee is a separate logistics cost and is non-refundable for non-quality returns.

2.4 Refund Processing Time:
Once the returned item arrives at our studio, we will complete the quality inspection within 3 business days. Following approval, the refund will be processed and issued to your original payment method within an additional 7 business days. In total, the refund process will be completed within 10 business days from the date of receipt.

2.5 Handling of Ineligible Returns

If a returned item is received in a condition that violates our eligibility criteria (e.g., shows signs of wear, perfume, stains, or alterations), the return request will be rejected.

Notification: We will provide photographic evidence and a detailed explanation via email within 3 business days of receipt.
Resolution: No refund will be issued in such cases. The customer may choose to have the item shipped back to them at their own expense.
Final Action: If no response or return shipping payment is received within 7 business days, the item will be handled in accordance with our storage policy (deemed abandoned), and no refund will be issued. The case will then be closed.

3. Return Shipping & Responsibility

3.1 Return Shipping (Customer Responsibility) For non-quality returns (e.g., change of mind, style preference, incorrect self-measurement), the customer is responsible for the international return shipping costs to our studio in Suzhou, China. We recommend using an insured, trackable shipping service.

3.2 Merchant Responsibility (Quality Issues & Defects) If the return is due to a manufacturing defect or an error on our part, we will provide a refund or remake solution. To protect your rights and ensure fair assessment, "Quality Issues" are defined as follows:

Manufacturing Defects: Including but not limited to broken zippers, significant fabric tears or holes, prominent permanent stains, or large-scale detachment of embellishments (sequins/beading).
Significant Size Deviation: The actual finished garment measurements deviate from the provided custom measurements by more than 1 inch (approx. 2.5cm).
(Please note: Minor measurement variations may occur due to the handmade production process).
Mis-shipped Items: Delivery of the incorrect color (e.g., White sent instead of Red) or an entirely incorrect style/model.

In the event of a verified Quality Issue:

Full Refund: The 20% Material & Labor Loss Fee is waived. You will receive a full refund including the original shipping fee.
Return Shipping Covered: Venlian will reimburse the international return shipping costs. Please provide a copy of the shipping receipt, and we will refund this amount along with your payment.
Alternative Option: You may also request a Free Remake. We will prioritize the handcrafted production of a new dress and ship it to you at no additional cost.

4. Return Process & Instructions

Initiate a Return: Please email service@venlian.com with your order number and photos of the item to request a Return Merchandise Authorization (RMA).
Approval: Our team will review your request within 3 business days.
Shipping: Once approved, we will provide detailed instructions. Items must be shipped back within 14 working days using a trackable service (e.g., USPS, FedEx, DHL).
Return Address: Venlian Studio: Room 217, Building 5, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215006, China
Note: This address is used exclusively for approved returns. Please do not send returns without prior authorization.

5. Exchange Policy

Exchanges are available under the conditions described below.

5.1 Standard Size Exchanges

Standard-size items can be exchanged within 14 days of delivery. The item must be in its original, unworn condition with all tags attached.
- Original Shipping Fee: As international logistics services have been rendered, the original $18.88 shipping fee paid at checkout is non-refundable.
- Shipping Responsibility: For exchanges, the customer is responsible for:
  1. The international return shipping costs to send the original item back to our studio.
  2. A new $18.88 shipping fee for the delivery of the replacement item.
5.2 Custom-Size Exchanges: Since custom dresses are made to unique measurements, they cannot be directly exchanged for another size.
- Process: If you require a different style or a completely new custom dress, it will be treated as a return of the original item (subject to the 20% Material & Labor Loss Fee) The original shipping fee is non-refundable and a new order for the replacement.
- Sustainable Alternative: For minor fit issues, Customers may choose to use the local alteration reimbursement option. (see Section 7) as a faster and more sustainable alternative to international shipping.
5.3 Processing Exchanges: Once your original item is received and passes inspection, we will process your exchange. New production timelines (7–15 business days) will apply to the replacement item.
5.4 Exchanges for Quality Issues

If the exchange is required due to a verified manufacturing defect or an error on our part (e.g., incorrect style or significant size deviation):
- No Extra Costs: Venlian will waive the 20% Material & Labor Loss Fee.
- Shipping Covered: We will reimburse the international return shipping costs and ship the replacement item to you free of charge (the $18.88 shipping fee for the new item is waived).
- Our Commitment: We are dedicated to ensuring you receive a perfect dress. In these cases, all logistics expenses are borne by Venlian.

6. Order Changes & Cancellation Policy

As all dresses are made-to-order, cancellations depend on the production status:

Within 24 Business Hours: You may request modifications (size, color, etc.) or a Full Refund (including the $18.88 shipping fee) cancellation within 24 business hours of payment.

Between 24 and 120 Business Hours: A 10% deduction for initial material preparation will apply. The $18.88 shipping fee will be fully refunded as the item has not shipped.

After 120 Business Hours: 20% Material & Labor Loss Fee (consistent with our custom return policy) as the fabric has been cut. The $18.88 shipping fee will be fully refunded as the item is still in our studio.

After Shipment: Orders cannot be modified or canceled after shipment, but may be returned in accordance with our return policy upon delivery. In this case, the $18.88 shipping fee is non-refundable, and the customer is responsible for return shipping.

Note: Please contact our support team at service@venlian.com immediately for any changes. Business hours are Mon–Fri, 9:00 AM – 6:00 PM (GMT+8).

7. Custom Size Notes & Alterations

7.1 Tailor-made Commitment Every custom dress is handcrafted based on the specific measurements provided. For minor fit adjustments, we offer a Local alteration reimbursement support to avoid the hassle of international shipping.

7.2 Local Alteration Reimbursement For adjustments not caused by manufacturing defects, we offer a partial reimbursement for local tailoring costs (up to $50 or 10% of the dress price). Please provide a valid receipt from your local tailor to claim this via: service@venlian.com

8. Refused Shipments
If a package is refused upon delivery due to unpaid import duties or taxes, it is considered a breach of the purchase agreement.

Shipping Fee: The $18.88 shipping fee paid at checkout is non-refundable.

Return Logistics: Any additional return fees charged by the carrier will be deducted from your merchandise refund.

Custom Orders: The 20% Material & Labor Loss Fee still applies.

Note: These deductions only apply to refused shipments due to unpaid duties, not to standard quality-related returns.

We offer full transparency on all potential costs: original shipping fees are non-refundable for all non-quality returns, and a 20% material loss fee applies specifically to custom-made items.

9. Contact Information

Email: service@venlian.com
Phone: +86-172-0194-2369
Physical Address: Room 217, Building 5, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215006, China
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

We will respond to your inquiry within 24 working hours and work to resolve your issue promptly. Thank you for choosing Venlian—we appreciate your understanding and trust.