Politique de remboursement

We are sorry if you have to file an RMA ( Return Merchandise Authorization) request. In order to help you to get your return/refund smoothly, please read below policies carefully in advance.

If we send you the wrong item:

In this case,please upload some persuasive pictures or video, once it is verified, you can either send it back to exchange for the correct item or return it back for full refund.

If we send you the right item but wrong color:

In this case,as returning back is too troublesome and cost a lot,if you also like the color we send you and are willing to keep it,we would like to make some compensation for that.

Please Note: Although we attempt to represent online colors as accurately as possible, we cannot guarantee that the colors shown on your monitor will 100% match the actual garment. Variations of light and reflections on the original photograph as well as differences in computer monitors and printers may make color tones appear slightly different than the actual fabric. So we won't take this as wrong color case,hope you can understand.

If the dress is fine but you just don't like it anymore:

We do not accept return just because customers do not like the item you received even it is right for everything.

-Unpaid order will not be processed. If you do not need it, please simply ignore it.
-Order cancelled within 24 hours of payment confirmation will be eligible for a full refund.
-Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the item price and the full shipping cost.
-Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the item price and the full shipping cost.
-Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.
-Once your order has been shipped,it can no longer be cancelled.

We don't accept returning for following cases:

1)For custom order(Color not as picture shown or Custom Size) and Plus size(larger than US14) can’t be returned, please note this policy, because even they returned, we can't sell them again in the future.

2)Items that have been worn, changed or damaged like altered,dyed,etc Please contact us first when there is any problem with items you received. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back. When you return them back, please make sure the items are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.

Process of Returning:

1) Contact our customer service within 15 days from the day you receive your item. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service. More than two days,We have the right to refuse to return

2) Once Customer Service has approved your request,they will send a Product Return Form to you. Please fill the form and send it together with the item back to us as soon as possible.

3) Once received the package,your return will be processed in 10 business days. Once your return is confirmed and inspected,Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you.

4) All returns costs (customer bears the shipping cost and tax).

 

Based on your requirements, here is a revised and enhanced English version of the return/refund policy specifically tailored for EU customers, incorporating the 14-day withdrawal right, return deadlines, refund timelines, shipping cost responsibilities, standard shipping fee refunds, and exceptions.

RETURN & REFUND POLICY FOR EU CUSTOMERS

1. Right of Withdrawal (14-Day Cooling-Off Period)

Under EU consumer protection regulations, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.

  • The withdrawal period begins from the day you (or a third party indicated by you, other than the carrier) physically receive the last item in your order.

  • The 14-day period includes weekends and public holidays.

  • To exercise your right of withdrawal, you must inform us of your decision clearly before the 14-day period expires.

2. How to Notify Your Withdrawal

You may notify us of your withdrawal by contacting our Customer Service team via email or through our website. Please include:

  • Your order number

  • The item(s) you wish to return

  • A clear statement of your decision to withdraw

We will provide you with a Product Return Form and return instructions upon approval.

3. Return Deadline After Notification

Once you have notified us of your withdrawal, you must send back the goods without undue delay, and in any event, no later than 14 calendar days from the date you inform us of your withdrawal.

  • This 14-day return shipping deadline is mandatory under EU law.

  • If you fail to ship the items back within this period, we may not be able to process your refund, unless we have agreed otherwise in writing.

4. Return Shipping Costs – Who Pays?

  • You (the customer) are responsible for the direct cost of returning the goods, including shipping fees and any applicable taxes or customs duties, unless we made an error in fulfilling your order (e.g., wrong item sent).

  • In the case of our error, we will cover the return shipping costs upon verification.

5. Refund of Standard Delivery Fees

  • If you withdraw from the contract, we are required to refund you the standard delivery (basic shipping) costs that you paid when placing your order.

  • Please note: We will only refund the cost of standard shipping (e.g., basic economy or ground delivery). Upgraded or express shipping fees (e.g., expedited, overnight, or courier surcharges) are non-refundable under EU law.

6. Refund Timeline – When Will You Receive Your Refund?

We will process your refund within 14 calendar days from the earlier of the following dates:

  • The day we receive the returned goods back at our facility, or

  • The day you provide proof of shipment (e.g., tracking number showing the items have been dispatched to us).

Once your return is inspected and approved, we will issue the refund using the same payment method you used for the original purchase. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.

7. Exceptions – Products Not Covered by the Right of Withdrawal

Under EU law, the right of withdrawal does not apply to the following product categories:

  • Custom-made or personalized items (e.g., dresses made to your specific measurements, color, or custom design).

  • Plus-size items (US size 14 or larger) that are made-to-order, as these cannot be resold.

  • Items that have been worn, washed, altered, damaged, or used in any way beyond opening the original packaging.

  • Items with tags removed, detached, or broken.

  • Items returned in an unsanitary or unclean condition (e.g., with stains, lint, hair, or odors).

We reserve the right to refuse a return or deny a refund if the returned items do not meet the above conditions.

8. Important Notes

  • All returns must be approved by our Customer Service team before you ship the items back.

  • If the return is due to a wrong item or defective product, we will cover the return shipping costs and issue a full refund including standard shipping fees.

  • If the item is correct but you simply no longer want it, you are responsible for return shipping, and only the standard delivery fee will be refunded.

9. Contact Us

If you have any questions or wish to initiate a return, please contact our Customer Service within 15 days of receiving your order. We are here to assist you.


Luladress reserves the rights to deny credit if items returned in unacceptable condition.

If the problem for return or exchange is caused by yourself, we will not accept the return or the exchange.