How to Initiate a Return
We want you to enjoy our Hellymoon products, but just in case you're not 100% satisfied, we offer 14 days easy return.
1. Please contact Customer Service on our site within 14 days after you receive your item, indicating the item(s) you would like to return and the reason. We do not accept returned items that were sent back by you directly without checking with us first. You can contact us via email firstname.lastname@example.org.
2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing. Write your order number on the package, like WBHMUS1001 to make your package be recognized easily, so we can solve your problem as soon as possible.
3. Drop off your package at the local post office within 3-5 business days upon confirming with our customer service and receive the refund form.
4. Most returns are processed within 14 business days after we receive your package. We'll issue the refund to your original way you paid for the order. Once your refund has been issued, you will receive a confirmation email. Then you will receive your refund after 6-8 business days. Original shipping fee & return shipping fee will not be refunded.
* Please note that all the returns, customers need to pay for the cost of shipment.
GENERAL RETURN POLICY
1. You have 14 days to decide if an item is right for you, if you would like to return the item please contact us within 14 days of delivery.
2. The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ②Accessories, ③Customized Items, ④Flash Sale Items.
3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
4. Items with non-returnable marks and free gifts cannot be returned.
5. We do not accept returned items that have been sent back without proper returns requests.
6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
7. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-hellymoon products.
8. 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.
9. We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information., please keep the receipt with tracking information.
10. We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
Note: The original shipping fee and Shipping Guarantee are non-refundable.
FOR ALL CUSTOM SIZE DRESSES:
At Hellymoon, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that the most our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24-72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.
If you would like to cancel your order, please contact our customer service to proceed.
*When you receive an email from Hellymoon titled "Order #_______ confirmed", your payment has been confirmed.