We understand how challenging it can be to purchase your accessories online and we are very happy to answer any questions you might have prior to purchasing. Please review our return/exchange policy carefully before purchasing.
Returns/refunds or exchanges: We offer returns within 5 days of receipt on some items please see list below for ineligible items. We must be notified within 5 days of receipt of item for a return request. If a return is approved, Items must be unworn and shipped back to us with all tags and labels within 14 days of the return request. The return shipping is at the buyers expense. A refund will be provided upon receipt of the item back to our studio in Canada. Please note we do not refund the original cost of shipping, only the item cost and applicable taxes. If the item has shown signs of wear, a refund will not be provided and the item will be shipped back at the buyer's expense. We charge a 10%-25% restocking/cleaning fee on all eligible returns.
Unauthorized Returns: will be refused and set back to the buyer at their expense. USA orders CAN NOT be sent back to our USA freight forwarding address. These items will not be returned back to us for at least 6-8 weeks (if at all). Until we have the item in hand, we can not provide a refund. To ensure that the item is processed for return as quickly as possible, it must be sent back to our Canadian address. We will discuss our guidelines for returning items to Canada upon return approval.
Exchanges: If an item is requested for return after our 5 days return grace period we may offer a straight exchange or store credit. This is at our discretion and on a per order basis. The exchanged item must be sent back in unworn condition and all return shipping fees are the responsibility of the buyer.
What items are not eligible for returns:
- All Veils (including birdcage veils) & Juliet Veils due to their delicate nature
- Fascinators & Hats
- Earrings are final sale due to hygienic reasons.
- Shoulder Necklaces
- Back Jewelry
- Silk Flower headpieces & crowns due to their delicate nature.
- Crowns that are made non adjustable (a size that is chosen at checkout)
- Custom orders are final sale - no exceptions
- Rush orders (items purchased with our rush order listing or have personally requested a rush order discussed with us prior to purchasing)
- Items that are not received by the required date if we were not notified of said date prior to or at time or ordering.
Incorrect Size Ordered: If an incorrect size was ordered on one of our non-returnable options, for an additional fee, the item can be sent back to us and we will adjust the sizing for you (this applies to back necklaces and shoulder necklaces) Items such as as sashes/belts/crowns can not be resized due to the nature of how they are made. On these items we will offer exchange only with a 25% restocking fee applied.
Incorrect Colour Ordered: For our veils, we provide swatches for a very minimal cost for purchase. We do highly recommend ordering the swatches first before purchasing a veil if you are unsure of the colour as stated above. IF you have ordered a veil and it is not a match to your gown, at our discretion we may authorize an exchange only on the same veil in a different colour. Please note that we charge $35 for a re-cut veil in a new colour. All return shipping (both ways) are the responsibility of the customer.
Buy & Try Returns: We do not allow "Buy & Tries. All of our items are handmade to order at the time of purchase and take many hours of skilled labour to create just for you. Please respect that we are artisans and not a retail store with ready made goods. If we suspect that a *buy and try* transaction has been made and a return is being attempted on one of the items, we will not allow or process the return. Please note that purchasing items to try with your dress is considered a "buy & try" return. We can not accept returns if items do not work with your gown.
Order Cancellations: If you wish to cancel your order before the item is handmade for you, then you will receive a full refund. If you have changed your mind on your purchase and wish to cancel your order AFTER the item has been handmade for you, then there will be a 35% restocking fee incurred. This will be deducted from your refund.
Damaged Items: Please see our shipping & production policies if your item arrives damaged