Return Policy

Dear customer,

We hope you LOVE your dress! But if you are not satisfied with your order you can simply return your dress within 7 days of delivery. Returns that are late because you were away on holiday or your event was cancelled will be refused - no exceptions.
Please subject to the following refund guidelines.

Refund Policy

If you are not satisfied with the product after receiving it and want to return it, please contact our website customer service staff, provide the order number you want to return and explain why you choose to return it. Please note: We do not accept unauthorized returns of goods by customers. If you have any questions, you can contact us by sending an email.

Customer service email:contact@movousdress.com. We are happy to serve you and will do our best to solve your problems.

What items can l return or exchange?

All returns and exchanges must be in their original condition-unworn, unwashed, unaltered undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging.

Which products cannot be returned or refunded?

1. Returned products must be unworn, unwashed, undamaged and with original tags. Dresses that have been worn, washed, damaged or altered in any way cannot be returned.
2. Custom dresses cannot be returned

    (1) If you choose a custom color or custom size when purchasing a dress, the dress cannot be returned

    (2) Any changes to the style or fabric of the dress as requested by the customer cannot be returned

3. Clearance and special items
4. We do not accept any items that are returned without communicating with the website customer service staff.

How do l return items?

Step 1:Submit Return Request

Please contact our customer support, indicating the item(s) you would like to return and the reason.

We do not accept returned items that were sent back by you directly without checking with us first

Step 2: Pack It Up

After receiving return instructions from us, please package up the item(s) to be returned with the original packing. Write your order number on the package, like #0125 to make your package be recognized easily, so we can solve your problem as soon as possible.

Step 3:Send It Off

Once your return is properly packaged, Drop off your package at the local post office.As a reminder, ship your item to us within 5 days of received the item(s)

Step 4: Receive Your Refund

Most returns are processed within 7 business days after we receive your package. We'll issue the refund to your original way you paid for the order. Once your refund has been issued, you will receive a confirmation email. Original shipping fee & return shipping fee will not be refunded.

 

How do l exchange items?

To complete an online order exchange, you must complete a return and place a new order of equal or greater value. Please contact us to assist you with both your return and placing your new order.

Can l change my order ( Size or Color )?

Once your order is submitted, processing begins immediately , If you want to change size or color after payment. please contact us in 24 hours after payment. Please note color and size can not be changed once the process has begun. If you really want to change size or color, extra cost would be charged. Please contact us.

When will l receive my return refund?

We will inspect and process your return within 14 days. You will receive a confirmation via email when your return has been processed, Please allow up to two billing cycles for the return credit to appear on your credit card statement.

 

General return policy

1. You have 7 days to decide if an item is right for you, if you would like to return the item please contact us within 7 days of delivery.
2. The following items cannot be returned, refunded or exchanged :

Items On Clearance, Accessories, Customized Items, Flash Sale Items.

3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
4. Items with non-returnable marks and free gifts cannot be returned.
5. We do not accept returned items that have been sent back without proper returns requests.
6. As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
7. We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information.
8. We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
9. Overdue Return & Overdue Lost caused by the customer, a 40% refund will be issued back. Such as, overdue to pick package up, overdue to assistant for the Customs Clearance and so on).
10. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

PS: The return shipping fee is the responsibility of the customer; delivery charges are also nonrefundable.

 

Cancellation Policy

We acknowledge the significance of ordering a dress for your special occasion, and we have designed our cancellation policy with utmost consideration. We want you to be aware that the majority of our dresses are made-to-order, and once the production process has commenced, the materials cannot be repurposed. Nevertheless, we have some positive news to share – there is still a window of opportunity to change your decision after you've placed your order. For specific information, please refer to the cancellation policy outlined below.

Cancel the order within 24 hours of payment for a full refund.

Cancellation of order 24-72 hours after payment: 80% refund + shipping fee.

Order cancellation 72-120 hours after payment: 40% refund + shipping fee.

Order cancellation > 120 hours after payment: Only shipping fee refund.

Once your order has been shipped, it cannot be cancelled.

If you wish to cancel your order, please contact customer service to proceed.

We believe this policy strikes a balance between providing flexibility for customers while considering the resources and efforts involved in the production process. If you have any questions or need further clarification, please don't hesitate to reach out to our customer support team. We are here to assist you throughout the process. 

 

Note:

Please note that if you refuse the delivery of your package we will not be able to accept the return.

Returns that are late because you were away on holiday or your event was canceled will be refused - no exceptions.

We are not liable for return item(s) that are lost or damaged or for Packages to be inspected by customs （the customer should pay the customs clearance）, please keep the receipt with tracking information, please keep the receipt with tracking information.

Returning items back to us from outside Europe - please be aware you will need to provide customs with the correct information on your return, please state that it's returned goods with no value, we will not be held responsible if your return is returned back to you.