Refund policy
AndBride is committed to ensuring every bride receives a wedding dress she loves. We understand that purchasing a wedding gown online is an important decision, and we aim to provide a clear and fair return experience.
This policy applies to all purchases made on www.andbride.com operated by AND Fashion Limited. By placing an order, you agree to the terms below.
1. Return Eligibility
Standard Size Dresses
Standard-size dresses are eligible for return within 7 days of delivery confirmation.
To initiate a return, please contact us at info@andbride.com with your order number. Our customer service team will provide return instructions and authorize the return.
Custom-Made Dresses
Custom-size and made-to-measure dresses are non-returnable due to their personalized, made-to-order nature. Each gown is specially produced according to the individual measurements provided by the customer.
2. Return Conditions
To qualify for a refund, returned items must:
- Be unworn, unwashed, and in original condition.
- Be free from makeup, perfume, stains, pet hair, or other signs of use.
- Include all original tags attached.
- Be returned with original packaging whenever possible.
We reserve the right to refuse returns that do not meet these conditions.
If an item arrives damaged or defective, please contact us within a reasonable time after delivery and provide photographs of the issue.
3. Non-Returnable Items
The following items are not eligible for return:
- Custom-made or personalized dresses.
- Dresses altered, modified, or customized at the customer's request.
- Fabric swatches, samples, sketches, and design consultation materials.
- Items damaged after delivery due to customer handling.
- Rush order service fees once production has begun.
4. Order Changes
Requests to change size, color, design details, or shipping address must be submitted within 24 hours of payment confirmation.
We will make every reasonable effort to accommodate requested changes before production begins. Additional charges may apply depending on the modification requested.
5. Order Cancellation
Cancellation Schedule
| Cancellation Timing | Refund Amount |
|---|---|
| Within 24 hours of payment confirmation | 100% Refund |
| More than 24 hours after payment confirmation but before production begins | Refund minus up to 20% processing and material preparation costs |
| After production has started | Cancellation may no longer be available |
| After shipment | Cancellation unavailable; eligible items may be returned according to this policy |
Custom-made orders cannot be cancelled once production has begun because materials and labor are dedicated specifically to the customer's gown.
6. Return Method & Fees
Return Method：
Eligible returns must be sent back by mail to the return address provided by our customer service team.
Returns sent without prior authorization may experience delays in processing.
Return Shipping Cost：
For ordinary returns (due to personal preference, wrong size chosen, change of mind, etc.), customers are responsible for all return shipping costs and obtaining their own return shipping label.
Restocking Fee：
AND Bride does not charge any restocking fees, re-listing fees, or return processing fees for eligible returns.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact info@andbride.com within a reasonable time after delivery.
Please provide:
- Your order number
- Clear photographs of the issue
- Photographs of the packaging (if applicable)
After review, we may offer one of the following remedies:
- Replacement
- Repair
- Full refund (including original shipping fees where applicable)
We aim to review claims promptly and provide a resolution as quickly as possible.
8. Exchanges
At this time, AND Bride does not offer direct exchanges for returned items.
If you would like a different size, color, or style, you may return an eligible standard-size dress in accordance with this Return Policy and place a new order separately.
Customers are responsible for any price differences between the original and replacement order, as well as any applicable shipping charges.
Custom-made, made-to-measure, personalized, or altered dresses are not eligible for exchange.
If you receive a damaged, defective, or incorrect item, please contact us at info@andbride.com within a reasonable time after delivery. After review, we may offer a replacement, repair, or other appropriate resolution at our discretion.
9. Refund Processing
Once a returned item has been received and inspected, we will notify you of the outcome within 3–5 business days.
Approved refunds will be issued to the original payment method within 7–14 business days. Processing times may vary depending on your bank or payment provider.
If you have not received your refund after this period, please contact us at info@andbride.com.
9. Contact Information
Business Name: AND FASHION LIMITED
Phone: +852 55479258
Email: info@andbride.com
Company Register Address: Unit H020, 3/F, Phase 2, Kwai Shing Industrial Building, 42–46 Tai Lin Pai Road, Kwai Chung, Hong Kong
Business Hours: Monday – Saturday, 9:00am – 9:00pm (HKT)
We aim to respond to all customer inquiries within one business day.