What is your return and refund policy?
US orders: For standard size dresses or items (i.e. standard size jackets, shoes, accessories), if you're unhappy with the fit, we're happy to offer a free exchange for a different size if available. If you simply would like to return the dress or item, we offer full refunds (minus the shipping costs).
For bespoke/custom size items (i.e. custom size dresses, custom size jackets and capes), if there are any fit issues, we offer up to a $50 alterations credit (valid with receipt only), to be refunded via your original payment method. Unfortunately, we do not accept refunds on custom size orders because each item is made just for you based on your measurements, choice of fabrics and customizations. If there is an issue with the quality of your item, please let us know at email@example.com and we will contact you with next steps.
For custom chopsticks, unfortunately, since they are custom made to your engravings, we do not offer returns or exchanges.
Please email us within 15 days to let us know and initiate the process for any dress returns or exchanges. The dress or item must be postmarked for return within 30 days to be eligible for refunds. Please note that any item(s) to be returned must be in new, unused, unworn, unwashed, undamaged condition.
International orders: For all international orders outside the US, we can only do refunds (you will be responsible for return shipping costs) and no exchanges. All international VAT costs and customs duty are also non-refundable.
What if my dress or custom size item doesn’t fit well?
Our custom sizing options should provide you with a good fit (especially for the many of you who are between sizes). However, you should anticipate needing some local alterations to get the perfect fit for you.
For that reason, we offer a free local tailoring credit up to $50 USD to help cover the cost if your bespoke/custom size dress, custom size jacket or cape needs some final adjustments. Be sure to let us know if you'll be getting alterations within 15 days of when you receive your order, by sending an email to firstname.lastname@example.org. Simply send us a picture of the receipt afterwards and we'll process your reimbursement back to your original form of payment.
For standard size dresses, we encourage you to double check your measurements using our size chart or getting in touch with us (850-888-8406, email@example.com). If it doesn't fit when you get it, we're happy to exchange it for a different size or offer a refund, but please email us within 15 days to let us know.
How do I get my $50 USD alteration credit for custom items?
For our custom size items, we anticipate needing some local alterations to get the perfect fit for you. For that reason, we offer a local tailoring credit up to $50 USD to help cover the cost. To receive your reimbursement:
1. Be sure to let us know if you'll be getting alterations within 15 days of when you receive your order, by sending an email to firstname.lastname@example.org.
2. Send us a picture of the receipt afterwards (within 2 months) and we'll process your reimbursement back to your original form of payment.
What if there is an issue with the quality of my dress?
At East Meets Dress, we stand behind our high quality craftsmanship. If for some reason, you feel as though the item is faulty, please email us at email@example.com with 3-4 large well lit photos of the item, along with your order number and we will contact you with next steps.
My package never arrived/was lost in the mail. What should I do?
While we are not responsible for any missing/lost packages during the delivery process by the shipping carrier, we will do our best to help you locate the package. We recommend that you first call or visit your local USPS office and then file a claim directly with them.
We also recommend purchasing shipping insurance from Route beforehand. You can add this option at checkout to your order to insure your package if it gets lost in the mail. If you purchased Route Insurance and have a missing shipment or damage claim, please visit the Route Claims page here
to file your claim.