Burgundy Velvet and Organza Mermaid Prom Gown with Sweetheart

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.

We understand that colors on your computer screen can differ to how they appear in person. So, it is advised to order the swatches to help you decide.

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 also included on every dress's page.

Before returning items to us, please read and follow our sincere instructions below. We'll appreciate your carefully reading on our return policy and making sure that all criteria are met before mailing any items back to us.

We are very efficient in delivering your dream gown to you, please know that if you request for your package to be delivered without a signature on delivery then the financial responsibility is on you. We encourage that it is signature upon receipt on all our packages, the choice is yours however during this time if you opt out of the signature then you are taking the culpability if package gets lost in transition.

All Liladress.com Dresses are newly made to order, so for standard-size dress, there will be a charge of 10% restocking fee from the original dress price(excluding shipping and tax) for your return. The rush fees will not be refunded.

Defective, Damaged or Misshipped Items

Please kindly check the package contents before signing. You can get a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items. If your items were damaged during delivery, we suggest you to take photos or video and get a "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects, then no following of customization requirement and size deviation from the posted size criteria.

Sizing or Fitting Issues

Before ordering a dress, please kindly make sure to give us the exact size measurement. The finished gown may vary by approximately one inch in either direction of the specified measurements. For the dispute on size deviation, please take some photographs of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to [email protected] and we'll have the designated personnel to take the dispute and offer a reply within 24 hours.

Dress is not the size you ordered

If the dress's size differs from the specifications you ordered by more than one inch, we cordially encourage you to find a local tailor to make adjustments. All of our dresses (except ready-to-ship dresses) are newly tailored by our dressmakers. There may be the little size error within one inch for the handwork. Please kindly forgive.

Dress is the custom size you ordered but does not fit

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! But we attach an fabric in the seams of your dress, you can make minor adjustments at a local tailor of which we won't cover the cost. Please note: if your order specifications differ too much from the final sizing request, resizing may not be possible.

If you're sure that you get a dress which is not tailored by the specification of your order, please take some photos of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to [email protected] and we'll have the designated personnel to take the dispute and offer a reply within 24 hours. We will help you to settle the problem quickly.

Color Mismatch

There is a little color difference of the same color for the different fabrics. Some kinds of fabrics will show different color effect when you check it from different angles under different light, such as taffeta. Different monitors will also show the different color effect from the actual color of the dresses. The slight color difference between the dress at hand and the color shown on the monitor is not the color defective or wrong delivery. However, if you confirm that you receive a dress in wrong color; please kindly send e-mail to [email protected]. We will help you.

Exchange Policy

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.

General Return Policies

We will accept returns if dresses have quality problems, wrong delivery time, we also hold the right to refuse any unreasonable returns, such as wrong size you gave us or standard size which we made right, but we offer free modify.

Please see following for the list of quality issues that are fully refundable for:

Wrong Size, Wrong Colour, Wrong style, Damaged dress- 100% Refund or remake one or return 50% payment to you, you keep the dress.

How To Return

• Contact us within 7 days of receiving the dress (please let us know if you have some exceptional case in advance)
• Provide us with photos of the dress, to show evidence of damage or bad quality, this also applies for the size, or incorrect style and colour etc.
• 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.
• You are required to pay for the shipping fee to return the dress.
• 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.
• 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 Non-bridal dresses, we have the right to charge 50% of purchase price(excluding shipping and tax) as a restocking fee.

Thank you for your interest in Liladress.com. We are flattered that you are considering us for your special day! If you have any further questions, please get in touch at [email protected]. We are happy to help!