Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first within 7 days upon receiving the dress(es). We are always at your service.
Sizing can differ from company to company, the best way to figure out which size will fit you best is to match your measurements to our handy size chart, which is included on every dress's page.
Ruby Veil will issue a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please do reach out to our Customer Service Team directly within 7 days upon receiving the dress(es) for assistance with processing your return.
Standard Size Dresses
The return must be initiated within 7 days upon receiving the dress(es).
Shipping, return shipping fee and any rush fees will not be refunded. To make sure there will not be more extra charges, the item must be returned in its original condition within 7 days of its arrival to you. The item must be unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging with all tags attached. We cannot process the return of any items that do not adhere to this return policy.
You will receive a refund of your order minus the cost of shipping, restocking fee or any rush fees when we receive the order back in our warehouse and process it. If free shipping promotion was applied to your order, the shipping cost will be still deducted from the issued refund. Please note your bank may take additional days to process the refund on their end.
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 and we will not accept the return, either.
All Ruby Veil Dresses are newly made to order, so for standard-size wedding gowns, there will charge 30% dress price (excluding shipping and tax) as a restocking fee for your return. The return must be initiated within 7 days upon receiving the dress.
Those wedding gowns which marked as clearance are final sale. No returns or exchanges for any reason.
We are trying our best to provide the best service, items, and policy for you. And all the time, Ruby Veil is devoting on the custom-made concept, so all dresses are newly made to order, to let our customers-- you! Have a gown which is only made for you! But based on these we also need to consider the cost and broad environment. So we do the policy to balance the benefit and cost and devote to make gowns with high quality! We do hope you can have a good experience on Ruby Veil!
Ruby Veil issue a full refund minus the cost of shipping, tax,10% restocking fee or any rush fees if you are not 100% satisfied with your order. Since Ruby Veil does not specialize for inventory sales and all dresses are newly made to order, for standard-size bridesmaid dresses, there will charge 10% dress price (excluding shipping and tax) as a restocking fee for your return. The return must be initiated within 7 days upon receiving the dress.
Those bridesmaid dresses which marked as clearance are final sale. No returns or exchanges for any reason.
Customized items (either in custom color, custom size or custom style) orders are made according to your requirements. It means that nobody else can fit or accept the item. Because of this, we can not accept any returns on customized orders. Customized orders cannot be returned for any reason. Customized orders are final sale. So sorry, love! Make sure you triple check all your measurements and color choice!
While we made the dress according to your measurements, it is only the basic custom sizing, another alteration will be necessary to get the dress fit like a glove. To provide additional assistance, we offer a limited alteration reimbursement for only our custom size orders. You must need to contact us within 7 days upon receiving the dress(es) and we will do the rest! Yes, it is very easy!
Please see reimbursement limits for our custom made dresses below in USD:
Dress $200 or less - Reimbursement limit $49
Dress $200 - $400 - limit $69
Dress above $400 - limit $89
Accessories (like headpieces, jewelry, veils, shoes, robes,lining,etc.), Intimate items (including corsets, petticoats, shorts, and garters,etc.) and all Clearance items are final sale. No returns or exchanges for any reason.
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. We can accept the “return and reorder” once only. Please do recheck the color, size, etc for the new order and email us if you need any help.
Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
How To Return
1. Submit a return request at Customer Support within 7 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request. Please send your item(s) using local post which is trackable within 7 days from receiving the return confirmation.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).
We reserve the right to refuse the return if received in an unacceptable condition. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached
We cannot process any products that are returned without our prior confirmation.
We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
For forcibly return which is not eligible per the return policy, for wedding dress, we have the right to charge 70% of the purchase price (excluding shipping and tax) as a restocking fee, for bridesmaid dresses, we have the right to charge 50% of purchase price(excluding shipping and tax) as a restocking fee.
Order Changes and Cancellations
Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.
In the event that you would like to cancel or make changes to your order, please let us know within 24 hours upon placing your order. If you would like to make any changes to your order, please contact us with your requests. Please note that corresponding fees will be charged based on the changes you request.
For cancellations, please refer to our cancellation policy below for details:
· Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
· Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70-90% of the product purchase price.
· Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40-60% of the product purchase price.
· Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30-40% of the product purchase price.
· Once the order has been shipped, cancellation is not allowed.
For items that are not made to order, orders may be canceled for a full refund at any time until the order is shipped. If you would like to cancel your order, please contact us to request cancellation.
Please note: The transaction service charge (often 6% total amount) is needed to be deduced from the refund.
Thank you for your interest in Ruby Veil. We are flattered that you are considering us for your special day! If you have any further questions, please get in touch. We are happy to help!