1.What is this store's return and exchange policy?
Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first. We are always at your service.
In order to avoid problems, please double check your order details (size, color, style) carefully before you place the order, as our goods are processed according to requirements in your order. All placed orders are subjected to our return policy.
We only accept the return of items in their original condition. For any returns or exchanges, please make sure the items are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags and other intact attachments.
Items That Cannot Be Returned
For customized items, are made just for you based on your measurements, choice of fabrics and customizations. The finished images will be provided for your confirmation before shipping. You could cancel orders with maximum 40% refund of your order full cost for dissatisfaction before shipping. They can’t be returned or exchanged after shipping.
For pre-designed items, which are also made-to-order, even with standard size, may not be returned or exchanged.
Fabrics, sketches, accessories, clearance items, membership, rush service, and shipping cost are not eligible for a refund and exchange.
* Please note that we don’t accept any return or exchange without our prior confirmation.
Sizing Or Fitting Issues
As all of our dresses are hand-sewn and custom-tailored, the finished gown may vary by about 1 inch (2-3 cm) in either direction of the specified measurements. It is customary, for most, to have minor alterations to get a perfect fit. Our tailors have reserved additional fabric inside seams to allow minor alterations. In the event that you are not fully satisfied with your dress fit, we recommend finding a local tailor to make adjustments.
If your dress size differs from the specifications of your order by more than 2 inches, please feel free to choose from the following options:
You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 20% of the dress price (excluding the cost for shipping and rush service).
You may return the dress after our confirmation and we will offer a free modification service to resize your dress. You will need to prepay for the cost of return shipping, which will be reimbursed by us after the dress arrived, upon presentation of the shipping receipt. We offer maximum 30USD for shipping.
Please understand that in the event that items that do not fit properly but are in accordance with the specifications you requested, the items cannot be returned or exchanged. We recommend that you look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, resizing may not be possible.
Color Deviation Issues
Color charts on our website have been adjusted to accurately represent color swatches, however, color representations vary by monitors. There may be minor differences in color as different fabrics vary in color properties, and fabrics in different batches might have a slight difference. This is not a quality issue. Please note that in the event that a client is unhappy with her dress color, we cannot accept returns and exchanges. We recommend that you order fabric swatches online or view them in person before placing your dress order.
Exchanges are only allowed for items that are defective, wrongly shipped or damaged upon receipt. All items can only be exchanged once for a replacement of the same price; please be aware that we will issue the replacements only after returned items are received.
We do not offer exchanges for items in other conditions at this time. If you purchased your items on NarsBridal and would like to exchange them for a different size or style, you will need to return the items for a refund and place a new order on NarsBridal. (Note: A restocking fee will be charged in such case. Shipping and handling fees will not be refunded.)
Defective, Damaged Or Mis-Shipped Items
For defective, damaged, or miss-shipped items (the item shipped was not the item ordered), the issue must be reported within 3 days upon receiving the shipment. Please provide credible pictures or videos to show the defect, damage or proof of miss-shipment during your return request. Once this has been verified, you can return the items with our authorization. Return shipping fees will be prepaid on your part and reimbursed by us during refund upon presentation of the shipping receipt. (Note: Refunds for the return shipping fees are calculated using the lowest cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method).
You will receive a replacement or a full refund for defective, damaged, or miss-shipped items. For all other returns, shipping and handling fees will not be refunded.
2. How long will it take to receive my order?
Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.
3.Do you have a store where I can try?
No. We are an online store, and we ship worldwide.
4.When should I order my dress?
All our dresses are made to order.
Estimated Receiving Time = Production Time + Shipping Time
It takes 6 to 8 weeks to ship wedding dresses or 3-5 weeks for other dresses. Shipping can take 3-10 business days subject to the shipping method. You can find the ordering timeline on each product page with standard production service and rush service. We suggest customers order at least 2-3 months earlier and customers will have plenty of time to alter the dresses just in case.
5.Do I have to create an account on NarsBridal for shopping?
You could shop pre-designed items without registration.
6.Are you able to recreate/duplicate a dress if I provide a picture or sketch?
Yes, we are good at it.
7.Can I change the size and color for my dresses after payment?
Our order fulfillment and shipping systems are designed to send orders quickly and efficiently. The tailoring process begins as soon as an order has been placed, and materials cannot be reused.
For any changes or cancellations, please do contact us before In Producing status. Please note that corresponding change fees will be charged on changes you need.
8.My payment won't go through!
If you're having some trouble with your payment, we do have some tips that usually work, but we're not able to override the actual system to accept payment if it won't go through.
Some things you can try that may work include:
Make sure all information is correct including credit card number, expiration date, security code, billing address, and zip code if asked.
Try using PayPal if you have a PayPal account. Customers can still pay via PayPal guest check out if customers do not have a PayPal account.
Try using a different card.
Start over with a new order instead of trying to pay for the same order over again.
If your payment is still declined, you may need to contact your bank. Occasionally, when purchasing from an online company for the first time, your financial institution will issue a hold on the funds if they are unfamiliar with it.
One thing to keep in mind is that even if your bank approves the payment, our processor may decline it if it does not pass the necessary security checks set up.
If you've tried everything else, feel free to contact us.
9.Can I make my dress with custom size?
Yes. You could fill in your precise measurements when place order by following our Measuring Guide. No extra fee will be charged for custom size and plus size.
10.Will a wedding or bridesmaid dress fit me if I’m pregnant?
Yes. We can make any wedding gown/bridesmaid dress with custom size to fit you.
11.Can I change the shown dress color?
Yes. Most dresses have multiple color choices.
12.Do I need to pay sales tax or custom duties?
Items at NarsBridal are listed with prices without customs duties, sales taxes, VAT or any other hidden fees. Except for California, Netherlands, Germany, Switzerland, and Austria, we don’t charge any sales tax or VAT from customers in other states or countries.
However, because of strict customs inspection in some countries, you may be charged customs fees on imported items by the local customs office.
Sorry that we have no control over this and cannot predict what amount might be. You may contact your local customs tax office for details.
If you have any issues with placing your order, please do let us know and we'll be more than happy to walk you through it!
13.What if I’m not satisfied with the finished design?
We provide free alteration in an adjustable range for one time if you are not satisfied with the finished design. An extra fee might be charged if we have to buy fabrics for the modification. If you need to send back the customized item for modification, the round shipping cost will be on your own.
Or you could cancel the order before shipping. More details please refer to our Return Policy.
14.What if I want to cancel my order during production?
You could cancel your order at any time before shipping. A full refund is not available after being in In Production status. More details please refer to our Return Policy.
15.What if my dress doesn’t fit?
All dresses on NarsBridal are hand-sewn. Please allow 1 inch (2-3 cm) difference. We pay for local alteration fee or modify it for free if we make mistake on size. More details please refer to our Return Policy.