Thank you so much for ordering from HEBEBRIDAL. However, if you are not 100% satisfied, we have other options to find you the perfect dress you like.

*Refund: Refund will be made via your original payment method.
*Exchange: HEBEBRIDAL allows exchange for the same product in a different size if the item is in stock.
*Return requests must be made within 7 days of the delivery date.

General Return Policy

1. After the order shows receipt, you have 7 days to decide whether an item is suitable for you. If you want to return the item, please contact us within 7 days after receipt.

2. The following items cannot be returned, refunded or exchanged:

① Clearance items, ② Accessories, ③ Customized items, ④ Flash sale items.

3. Returned items must be unworn, unwashed, undamaged and with all original tags attached. We do not accept items that have been worn, damaged, washed or altered in any way.

4. Items with non-returnable marks and gifts cannot be returned.

5. We do not accept items returned without proper return request.

6. We do not provide a collect on delivery service (FTC) for packages returned to us. The return costs are at your own expense.

7. Please be sure to check the return carefully before sending it. We are not responsible for the return of non-HEBEBRIDAL products.

8. As all items (including standard sizes) are made to order, we cannot accept "Buy more, Keep one" purchases. Our customer service team may cancel orders deemed to be placed for this purpose.

9. We are not responsible for lost or damaged returned items or packages inspected by customs (customers should pay for customs clearance fees), please keep the receipt with tracking information.

10. We reserve the right to refuse returns if the condition of the goods received is unacceptable or we are not aware of it in advance.

11. Overdue Return & Overdue Lost (caused by customers), 40% of the payment will be refunded. (For example, late collection of the package, late assistance for customs clearance, etc.).

12. We do not accept rejected packages. 40% of the payment will be refunded. If you need a return, please contact us after receipt.

Note: Original shipping costs and return shipping costs are non-refundable.

How do I return?

1. Please contact our website customer service within 7 days of receiving the goods, stating the items you want to return and the reason. We do not accept items that you send back directly without our verification. You can contact us by email at 

2. After receiving our return instructions, please use the original packaging to pack the items to be returned. Write your order number on the package, such as HE1001, to easily identify your package, so that we can resolve your issue as soon as possible.

3. Deliver your package to your local post office. Send the return tracking number to our customer service via email. Please retain your return receipt.

4. Most returns are processed within 7 business days of us receiving your package. We will refund you the original method you used to pay for your order. You will receive a confirmation email once your refund has been issued.

*Original shipping charges and return shipping costs will not be refunded.

* Please note that for all returns, customers are required to pay for shipping.

 

Rejected Package

If you reject a package for any reason, you will be responsible for all costs of shipping the package to you and returning it to HEBEBRIDAL. Shipping charges will be deducted from your refund. Additionally, rejected packages may take several weeks or longer to return to our facility, with shipping times determined entirely by the shipping company. HEBEBRIDAL will not refund your order until the item has been returned to our facility.

 

Damaged Package

If you received damaged merchandise or the wrong merchandise, please do not place a return label in the package. You should contact our customer service within 48 hours of receiving your order to discuss a solution. If damaged or incorrect merchandise is returned without notifying our customer service department, we will charge any possible restocking charges.

Refunds

All types of refunds are always returned to the original payment method. Currently, we are unable to change the payment method.

1.We usually take 3-5 working days to process the refund, the specific time may be delayed depending on your local bank, if you have not received your refund after 7 working days, please contact us. Once we have processed your refund, we will send you a confirmation via email.

2. For returned items requiring a refund, we must first send the package back to our warehouse after we receive your package. It usually takes approximately 14 business days to receive your package and process your refund.

3. All PayPal payments can only be refunded via PayPal, and all credit card payments can only be refunded to the original credit card.

If you haven't received an email after the time frame above, please contact us and we will get back to you as soon as possible.

Cancellation Policy

We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy is designed to accommodate this. It's important to note, however, that most of our gowns are made to order and materials cannot be reused once the making process has begun. The good news is that once you place your order, you still have time to make up your mind. Please refer to the cancellation policy below for details.

1.Unpaid orders will be automatically canceled after 1 day.

2. Cancel your order within 24 hours of payment to receive a full refund.

3. Cancel your order 24-72 hours after payment: 80% refund and shipping costs.

4. Cancel your order 72-120 hours after payment: 50% refund and shipping costs.

5. Cancel your order more than 120 hours after payment: only shipping costs will be refunded.

6. Once an order has been shipped, it cannot be cancelled.

If you would like to cancel your order, please contact our customer service.

*Your payment is confirmed when you receive an email from HEBEBRIDAL titled "Order #_______ Confirmed".

 

 

Note:We are unable to accept "Buy more, Keep one" purchases, which are not covered by our easy return policy.