Hayley’s Bridal Return Policy
General Return Policies
- Contact our Customer Service to initiate the return process within 14 days 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.
- Mis-shipped products: Once we have confirmed your mis-shipped items (item shipped different from item ordered), we will be responsible for the item exchange and postage. You may also return the product and get a full refund including postage.
- Color Errors: If the color of the item received is not what was ordered, you are qualified to get a full refund.
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 note that you need to contact us to initiate the returning process.
- If you are returning or exchanging dresses or accessories, 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 all return shipping costs.
Defective, Damaged or Mis-shipped Items
- You are qualified to get a full refund if your items are defective, damaged or mis-shipped. Most returns will process in 4 weeks.
Sizing or Fitting Issues
- As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements.
- 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 you ordered cannot be returned or exchanged. Your option is to 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.
- The settings of your computer screen may alter the color of the pictures shown on the site. Slight color aberration may not mean that the dress is defective or mis-shipped. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Items that cannot be returned or exchanged
- No returns and no exchanges for personalized items.
- No returns and no exchanges for perishables, earrings, and personal care items (including lingerie, etc) due to hygienic reasons.
- Submit a return request at Contact Us to Customer Service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
We reserve the right not to accept the returns without prior approval from our Customer Service.
- Once our Customer Service has approved your request, we will provide you with a return address. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe.
- All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 15-20 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
- All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.