Labayah boutique
Return & Refund Policy
All custom/special ordered bridal gowns are final sale and not eligible for exchange or refund.
General Return Policies:
1. Contact our Customer Service to initiate the return process within 48 hrs upon receiving your item(s).
Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us and obtain a "Product Return" form that must be included with your package.
2. Colour Errors: If the colour of the item received is not what was ordered, you are qualified to get a full refund.
Order Cancellation
We understand that it is very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind.
For details, please refer to our cancellation policy below.
Cancellation Policy
- Orders cancelled within 12 hours of payment confirmation will be eligible for a partial refund consisting of 90% of product purchase price.
- Orders cancelled within 12-24 hours of payment confirmation will be eligible for a partial refund consisting of 80% of product purchase price.
- Orders cancelled within 24-48 hours of payment confirmation will be eligible for a partial refund consisting of 50% of product purchase price.
- Orders cancelled beyond 48 hours are not eligible to be cancelled, as the tailoring process would have begun,
- Once your order has been shipped, it can no longer be cancelled.
Replacement or Refund
Your satisfaction is of utmost importance to us. Upon arrival of your package, it is suggested that you check the dress to make sure it has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering or washing the dress.
Please note that you need to contact us to initiate the returning process.
If you are returning dresses, please make sure they are in their original conditions - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached. You will be responsible for the return shipping cost. We are unable to accept worn items, due to standard hygiene and infection control precaution.
Damaged or Mis-shipped Items
You are qualified to get a full refund if your items are damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package. Items damaged by wear and tear, accident or misuse are not eligible to be returned.
Size Deviation
If your dress size differs from the specifications of your order (custom measurements or Standard Size) by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we offer limited alterations reimbursement. Should you choose this option, please remember to request a receipt from your tailor. The copy of the receipt must be provided to request reimbursement.
Item is the size you ordered but does not fit
Please understand that items that do not fit properly but in accordance with the specifications/measurements you ordered cannot be returned. Please familiarise yourself with our Standard Sizing Chart/ Conversion charts here and our Measurement Guide here, to avoid any sizing issues, when ordering. We encourage you to follow the advised Size Charts to ensure your dress fits to your right size. You have an option to look for a local tailoring service at your own cost, if this the case however.
Colour Mismatch
The settings of your screen may alter the colour of the pictures shown on the site. Slight colour aberration may not mean that the dress is defective or mis-shipped. Please have a look at the colour description of the item prior to placing an order. However, if you are positive that you have received the item in a wrong colour, please contact Customer Service to discuss your order and return.
Items that cannot be returned or exchanged
1. No returns and exchanges for personalised items. This includes any customised changes/alterations to existing designs, personalised colour requests and items tailored to custom measurements. Dresses that have undergone any of the following are not eligible to be returned, as they cannot be re-used.
2. 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.
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. All new orders are subject to the current production period.
Return Process
1. Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include a brief explanation and photographs stating the reason for your return. We reserve the right not to accept the returns without prior approval.
2. Once our Customer Service has approved your request (we aim to get back to all requests within 48- 72 hours), if applicable, we will provide you with a return address, as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please keep the tracking number safe.
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the fault(s) you mentioned. Once the refund has been processed by us, it usually takes 7-10 business days for the funds to be credited to your account, depending on your bank or payment service.
4. Original shipping fee & return shipping fee will not be refunded.
If you have any issues, concerns or questions, please email us at support@labayahboutique.co.uk.