Refund policy

Easy Returns & Refunds

Thank you for shopping with ZHEXUDAI.

We want every customer to receive the correct dress in good condition. If your order arrives damaged, defective, incorrect, or has a production issue caused by us, please contact us and we will provide an appropriate solution.

For return or refund requests:

Email: contact@zhexudai.com

Return Conditions

Eligible return requests must be submitted within 7 days after receiving your order.

Returned items must:

  • Be unworn and unused;
  • Remain in original condition;
  • Have original tags attached;
  • Be returned in the original packaging;
  • Include valid order information.

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

Return shipping costs are the customer’s responsibility unless the return is caused by a defective, damaged, or incorrect item sent by ZHEXUDAI.

As returns are shipped internationally back to Hong Kong, return shipping costs may be higher than domestic returns. Thank you for your understanding.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item is damaged, defective, incorrect, or has a production error, please contact us within 7 days and provide:

  • Photos of the item;
  • Photos of the packaging when applicable;
  • Your order information.

After reviewing your request, we may offer a replacement, partial refund, or full refund depending on the situation.

Made-to-Order Dresses

Most ZHEXUDAI dresses are made after an order is placed.

Because these dresses are specially produced for each order, returns or refunds are generally not accepted for:

  • Change of mind;
  • Incorrect size selected by the customer;
  • Personal preference changes;
  • Style or color preference changes.

Please carefully review the product details, size chart, measurements, and selected options before placing your order.

Custom Size Orders

Custom size dresses are made according to the measurements provided by the customer.

Custom size orders cannot be returned or refunded unless there is a manufacturing defect or production error caused by us.

Please make sure all measurements are accurate before submitting your order.

Rush Production

Rush Production is an optional paid service that reduces production time.

Once Rush Production has been arranged, the Rush Production fee is non-refundable.

Color Differences

Colors may appear slightly different due to screen settings, lighting, photography, and device displays.

Minor color differences are not considered defects.

If you believe the received color is significantly different from your order, please contact us for review.

Alterations

Because body shapes and fit preferences vary, minor alterations may sometimes be necessary.

We recommend using a local professional tailor if adjustments are needed.

If a significant sizing issue is caused by our production error, please contact us.

Non-Returnable Items

The following items are non-returnable unless defective or incorrectly supplied:

  • Custom size dresses;
  • Personalized products;
  • Final sale items;
  • Accessories such as veils, gloves, and jewelry;
  • Rush Production fees.

Exchange Policy

We currently do not offer direct exchanges.

If you need a different size or style, please contact us. If your item is eligible for return, you may return it and place a new order.

Refund Process

Once we receive and inspect an approved return, we will notify you of the refund status.

Approved refunds will be issued to the original payment method within 7–10 business days.

Your bank or payment provider may require additional processing time.

Original shipping fees and return shipping costs are non-refundable unless the return is caused by a defective, damaged, or incorrect item sent by ZHEXUDAI.

Please note that approved returns must be sent back to Hong Kong, and customers are responsible for the international return shipping cost unless the issue was caused by ZHEXUDAI.

Order Cancellation Policy

Because most ZHEXUDAI dresses are made-to-order, production preparation may begin shortly after payment.

  • Within 15 minutes after payment: Full refund available.
  • After 15 minutes: Cancellation may not be accepted if production preparation has started.
  • After production has started or the order has shipped: The order cannot be cancelled.

Please contact us as soon as possible if you need to cancel your order.

Contact Us

For return or refund questions:

Email: contact@zhexudai.com