Return & Refund Policy
Return & Refund Policy
At Venlian, your satisfaction is our top priority. We strive to deliver high-quality, accurately crafted bespoke dresses that meet your expectations. This Return & Refund Policy outlines clear, fair terms aligned with industry standards and legal requirements, ensuring transparency and protecting your rights. Please review the details carefully before placing an order.
1. Return Eligibility
1.1 Return Window
Eligible return requests must be submitted within 14 days of delivery.
1.2 Eligible Returns (Accepted)
We accept returns only in the following cases:
Manufacturing defects (e.g. broken zipper, damaged fabric, stitching defects)
Incorrect item due to our error (wrong size, wrong color, or design not matching the confirmed order)
1.3 Non‑Returnable Items
The following items are not eligible for return or refund:
Custom‑made or made‑to‑order dresses without quality issues
Returns requested due to change of mind, incorrect self‑measurement, or personal preference
Items that have been worn, washed, altered, damaged, or show signs of use
Items returned without original tags or packaging
2. How to Request a Return
Contact Us within 14 days of delivery at support@venlian.com with:
Order number
Description of the issue
Clear photos or videos showing the defect or error
Our support team will review your request within 3 business days.
If approved, you will receive return instructions and a designated return address.
Returns sent without approval may not be accepted.
3. Return Shipping & Fees
3.1 Merchant-Responsibility Returns
If the return is due to our production error or quality defect:
We will cover the return shipping cost
No handling or restocking fees will be charged
3.2 Customer-Responsibility Returns (If Approved)
Customer-Responsibility Returns (If Approved) Customer-Responsibility Returns (If Approved)
If a return is approved for other reasons:
The customer is responsible for return shipping costs
Original shipping fees are non-refundable
4. Refund Policy
Refunds are issued after the returned item is received and inspected
Approved refunds will be processed within 5–10 business days
Refunds are issued to the original payment method
Bank or payment provider processing times may vary
5. Exchange Policy
Exchanges are available only for eligible quality‑related returns
Replacement items will be produced and shipped after the original item is received and approved
Production time for exchanges is typically 10–15 business days
Shipping timelines vary by destination
6. Order Cancellation Policy
As all dresses are made‑to‑order, cancellations depend on production status:
Within 24 hours of payment: Full refund
24–72 hours after payment: 80% product refund
72–120 hours after payment: 50% product refund
More than 120 hours after payment: Order cannot be cancelled
After shipment: Orders cannot be cancelled
Shipping fees are non‑refundable once production has started.
7. Custom Size Notes
Custom‑sized dresses are made according to measurements provided by the customer and are non‑returnable unless there is a confirmed production error.
For minor fitting adjustments (not caused by production defects), limited alteration reimbursement may be offered. Please contact our support team for details.
8. Contact Information
Email: support@venlian.com
Phone: +86 136 5622 7692
Address: Room 205, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215000, China
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (UTC+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.