Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first. We are always at your service.
In order to avoid problems, please double check your order details (size, color, style) carefully before you place the order, as our goods are processed according to requirements in your order. All placed orders are subjected under our return policy.
We only accept the return of items in their original condition. For any returns or exchanges, please make sure the items are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags and other intact attachments.
Items That Cannot Be Returned
- For pre-designed items, which are also made-to-order, even with standard size, may not be returned or exchanged.
* Please note that we don’t accept any return or exchange without our prior confirmation.
Sizing Or Fitting Issues
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by about 1 inch (2-3 cm) in either direction of the specified measurements. It is customary, for most, to have minor alterations to get a perfect fit. Our tailors have reserved additional fabric in side seams to allow minor alterations. In the event that you are not fully satisfied with your dress fit, we recommend finding a local tailor to make adjustments.
If your dress size differs from the specifications of your order by more than 2 inches, please feel free to choose from the following options:
- You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 20% of the dress price (excluding cost for shipping and rush service).
- You may return the dress after our confirmation and we will offer a free modification service to resize your dress. You will need to prepay for the cost of return shipping, which will be reimbursed by us after the dress arrival, upon presentation of the shipping receipt. We offer maximum 30USD for shipping.
Please understand that in the event that items that do not fit properly but are in accordance with the specifications you requested, the items cannot be returned or exchanged. We recommend that you look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, re-sizing may not be possible.
Color Deviation Issues
Color charts on our website have been adjusted to accurately represent color swatches, however color representations vary by monitors. There may be minor differences in color as different fabrics vary in color properties, and fabrics in different batches might have slight difference. This is not quality issue. Please note that in the event that a client is unhappy with her dress color, we cannot accept returns and exchanges. We recommend that you order fabric swatches online or view them in person before placing your dress order.
Exchanges are only allowed for items that are defective, wrongly shipped or damaged upon receipt. All items can only be exchanged once for a replacement of the same price; please be aware that we will issue the replacements only after returned items are received.
We do not offer exchanges for items in other conditions at this time. If you purchased your items on Jadeite and would like to exchange them for a different size or style, you will need to return the items for a refund and place a new order on Jadeite. (Note: A restocking fee will be charged in such case. Shipping and handling fees will not be refunded.)
Defective, Damaged Or Mis-Shipped Items
For defective, damaged, or mis-shipped items (the item shipped was not the item ordered), the issue must be reported within 3 days upon receiving shipment. Please provide credible pictures or videos to show the defect, damage or proof of mis-shipment during your return request. Once this has been verified, you can return the items with our authorization. Return shipping fees will be prepaid on your part, and reimbursed by us during refund upon presentation of the shipping receipt. (Note: Refunds for the return shipping fees are calculated using the lowest cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method).
You will receive a replacement or full refund for defective, damaged, or mis-shipped items. For all other returns, shipping and handling fees will not be refunded.
Procedures Of Return And Refund
- Returns must be initiated within 3 days after your order is delivered.
- Items must be sent to our return address within 5 days after the return request is confirmed. Please kindly leave a note in your return package about your order No.. And email us the return delivery information, including the shipping courier and tracking number. Customers are responsible for all return shipping fees, except for items that are defective, damaged or mis-shipped.
- Credit will be processed for the original cost paid for the items and tax, handling fees and other additional fees.
- Most credit will be processed within 5-7 business days of receipt of the item, allowing for processing and inspection time.
- Credit will only be applied to the original credit card or PayPal account used for the purchase. Your bank or payment service may levy a small transaction charge.
- Returning an item(s) may change or void coupon discounts used on your order. If you have used a coupon code in your order and are unsure about your refund amount, please do not hesitate to contact us.
Important Note: For your protection, please send your return/s via a shipping service that can be tracked, such as Registered USPS, FedEx, UPS, DHL or other trackable posts. Please be sure to keep the shipping receipt, as well as the tracking information associated with the item(s) returned. We cannot guarantee refunds for returns sent via a non-trackable method. We offer maximum 30USD shipping cost for items which are defective, damaged or mis-shipped.
Order Changes And Cancellations
In the event that you would like to cancel or make changes to your order, please kindly refer to our changes and cancellations policy below for details. Corresponding fees might be charged based on the changes you request.
- Unpaid: Changes are allowed, but might cause price difference.
- Paid: Changes are allowed, but might cause price difference.
- Processed: Changes are allowed, but might cause price difference.
- Producing: Orders can’t be changed in Production status.
- Ready to Ship: Orders can’t be changed in Ready to Ship status.
- Shipped: Orders can’t be changed in Shipped status.
- Unpaid: Orders will be automatically cancelled without payment in 14 days.
- Paid: Orders cancelled in Paid status will be eligible for a full refund.
- Processed: Orders in To Be Produced status will be eligible for 80% refund.
- Producing: Orders in Producing status will be eligible for maximum 40% refund.
- Ready to Ship: Orders with production completed will be eligible for maximum 30% refund.
- Shipped: Orders in Shipped status can’t be canceled.
*The refund is based on full payment of your orders
Thank you for your interest in Jadeite. We are flattered that you are considering us for your special day! If you have any further questions, please feel free to contact us. We are glad to help!