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:

Standard-size dresses are eligible for a refund of the purchase price.
Please note that the original shipping fee paid at checkout is non-refundable for non-quality returns.

For returns not related to quality issues, customers are kindly asked to arrange and cover the return shipping cost 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(Restocking Fee). This fee strictly covers the irreversible costs of customized fabric and manual tailoring labor. The original shipping fee is non-refundable.

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:
Refunds are issued to the original payment method within 7–10 business days after the returned item is received and inspected.

Note: Please note that bank or payment provider processing times may vary. If you haven't received your refund after 10 business days, we recommend contacting your bank or credit card company first.

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

  1. Initiate a Return: Please email service@venlian.com with your order number and photos of the item to request a Return Merchandise Authorization (RMA).

  2. Approval: Our team will review your request within 3 business days.

  3. 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).

  4. Return Address: Venlian Studio: Room 217, Building 5, No. 388, East Ring Road, 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 (Restocking 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. Contact Information

Email: service@venlian.com
Phone: +86-173-1244-5492
Physical Address: Room 217, Building 5, No. 388, East Ring Road, 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.