Your satisfaction is always our priority. When you received 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.
As all our dresses are made-to-order and they are not in stock, normally we accept return due to quality problems or wrong sizes. If we make the dress according to your specification, but it turn out to be wrong, we couldn't accept return and refund. Hope you understand.
If you are going to ship an item back to us, you should contact our customer support within 2 business days ; our customer representative will clarify for you (You should send us the dress pictures to show the mistakes). And you can ship the item back to us within 14 natural days (from the date the item is received).Please provide a detailed explanation in the return package, (including the order number, receiver and the reason why return).
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 in local.
When you ship the dress, please mark the price is 5-10 dollars, for the dress is valueless to you.
We can only warrant you refund after we receive the item in good conditions as we send to you. And you should be responsible for the shipping fee. If our items do have quality problems or size errors, you can return it after contacting our sales. When we receive the items, we will do a quality check again, and if it does has the defects as you described, we will offer you a full refund. Buy if it does not have the defects as you described, i am afraid that we will not offer you any refund.
If our staff finds that the merchandise is defective against described including style error, color error (Different batch of dresses have little color difference even if you choose the same color at twice, it is normal), damaged 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 returning request on your received product just for you consider the product may not 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 returning of the goods you are not satisfied with which has no Return Authorization from us. We are neither responsible for the refund nor take over your dispute on the package missing during the return process which with no Return Authorization.
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 one 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, customer should responsible for the shipping fee forth and back.
Errors caused due to customers' own specification:
If the error of unfitting regarding size/color that were made or specified by customers during purchasing our products, the customers will not be eligible for refunds under this case.
Our entire color swatches are shot according to the actual fabric by our company. We customize the dress according to the color you specified bases on it. However the settings of your computer screen may alter the color of the pictures shown on NewinLook. Slight color mismatches between the color of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please send photos to our customer service E-mail: service@newinLook, we will solve the issue within 24 hours.
Custom Clearance Taxes
We do not accept the refund request on you refusing to sign for the parcel because of the taxes.
All of our orders are shipped as "D.D.U"(Delivered Duties Unpaid), NewinLook 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 custom office.