Return & Refund Policy

Return & Refund Policy

At Suzhoufashion.com, we are dedicated to providing top-quality gowns and outstanding service. Your satisfaction is our highest priority. If you have any questions not covered here, please visit our Contact Us page.

Return & Refund

Should you encounter any issues with a received item, please reach out to us within 14 days of delivery.

Eligibility

Standard-sized items are eligible for return or exchange within 14 days of receipt. Items must be unwashed, unworn, unaltered, and in original condition with all tags attached.

Non-Returnable Items

Custom-size Items Final Sale Items Try-On Items Modified Items

Custom-size & Made-to-Order Items

All custom-made products are thoroughly inspected before shipment. If you encounter any issues, please notify us within 14 days. Upon review, if the issue is our responsibility, we will provide a satisfactory resolution.

As made-to-order items are crafted specifically for you, we do not accept returns for change of mind. Our return policy covers damaged or incorrectly shipped items only.

Try-On Policy

When a customer purchases two or more made-to-order items, only one piece may be returned. Each dress involves significant fabric and labor costs; therefore, purchasing multiple items solely for fitting purposes is not permitted.

Important Notes

  • Condition: Returns in worn, altered, washed, or damaged condition will not be accepted.
  • Shipping Liability: We are not responsible for items lost or damaged during return shipping. Please retain your tracking information.
  • Return Address: Do not return packages to the address on our website or original packaging — these are not our designated return addresses. Contact us first.

Exchange Policy

If the size or color you received is not suitable, you may apply for an exchange within 14 days of receiving the package. Made-to-order products are not eligible for exchange.

Refund Processing

  • Contact Window: Please contact us within 14 days for any questions, cancellations, or return requests.
  • Refund Timeline: We will process your refund within 5 business days of receiving the returned item.
  • Shipping Fees: Original and return shipping fees are non-refundable. Customers are responsible for all return postage costs.

Order Cancellation (Before Delivery)

Many of our gowns are made to order. Once production begins, materials cannot be reused. However, you still have a window to cancel after placing your order:

Within 2 Hours
100%
Full refund
Within 24 Hours
50%
Partial refund
After 24 Hours
30%
Partial refund

Important: All returns must be preceded by contacting our customer service. Self-returned packages will not be accepted.

Special Considerations

Minor Issues

If the issue is minor, we recommend keeping the dress. We offer a 10%–15% refund to cover the cost of local alterations.

Color Variation

Color differences may occur due to variations in screen settings and lighting. Color variation is not considered a quality defect.

Size Tolerance

Due to manual measurement, a fluctuation of 1–2 inches is within normal range. If adjustment is needed, you may send the dress back and we will modify it within 7 working days. Return shipping fees (both ways) are the customer's responsibility.

Customer-Specified Errors

If size or color errors result from incorrect specifications provided by the customer, refunds will not be issued. To initiate a return in such cases, please contact us at service@suzhoufashion.com for prior approval.