Return Policy

General Return Eligibility

• Eligible standard‑size dresses and accessories may be returned within 14 calendar days upon delivery.
• Return items must remain unworn, unwashed, with original tags intact and in resalable condition.
• Returns will only be processed for requests that have obtained our prior written authorization. Packages sent back without pre‑approval will be refused upon receipt.
• We do not accept freight‑collect (FTC) return shipments. For customer‑initiated returns, return‑shipping expenses shall be covered by the buyer. Original shipping and expedited delivery fees are non‑refundable.
• For non‑quality‑related issues (e.g fit issue, style dislike, purchasing multiple items to try on etc.), the buyer shall cover return‑shipping costs. A restocking fee ranging from 20%‑50% will be charged based on actual circumstances.
• We do not honor returns for customer‑refused parcels. Under such circumstances, only 40% of the payment may be refunded. If you wish to return items, please contact us for assistance after you have received the package.

Items That Are Not Eligible For Return

• Certain special‑order products cannot be returned, these include:
• Custom‑made / made‑to‑measure gowns, including custom‑size and custom‑color orders.
• Products marked as Final Sale or clearance items.
• Items damaged due to customer wear, self‑alteration or improper storage.

Exchange Information

We do not provide direct exchange service. Most of our dresses are made‑to‑order without stock inventory. If you need a different item, please submit a return request for unwanted goods (if eligible), and place a brand‑new separate order. New orders follow current pricing and production lead‑time; discounts applied on your original order cannot be reused.

Damaged, Defective or Incorrect Shipment

If your delivered product arrives damaged, defective or mismatched from your order, please contact customer service with order number plus photo/video evidence within the 14‑day return window for assessment. Requests submitted after this period may not qualify for full‑refund support.

Return Submission Instructions

• Step 1 – Submit request: Send email to service@fashlily.com, attach photos/videos of goods and your order ID. Our team will review your application within 3 business days and notify you of eligibility result.
• Step 2 – Ship merchandise back: Once your return gets approved, we will send you the valid return shipping address by email. Do NOT send goods to our original outbound warehouse address without receiving this authorized return address. We strongly recommend choosing a trackable, signature‑required shipping service; we take no responsibility for parcels lost during return transit.
• Step 3 – Refund processing: After receiving your returned package, we will inspect the items within 3‑5 business days and proceed with refund accordingly. Most returns will be fully processed within 7 business days upon receipt of your parcel. Refunds will be issued to your original payment method, and a confirmation email will be sent once the refund is completed. Please note that both original shipping fees and return shipping costs are non‑refundable. Kindly allow an additional 3‑7 business days for your bank or card‑issuing institution to process and reflect funds in your account. Actual arrival time depends solely on your financial institution.

Important Notes

• Once your return shipment is in‑transit back to us, we are unable to resend any items to you. Please make sure not to include non‑Fashlily items inside your return package, as we cannot return these third‑party goods back to you.
• Once a refund is finalized, a confirmation email will be sent to your order‑associated email address. Please note for standard eligible returns, we refund only the item price plus applicable taxes. Original shipping fees and expedited delivery surcharges are non‑refundable.
• We offer subsidized shipping rates to deliver affordable shopping experiences. Please be aware that real‑world shipping, packaging and labor expenses are often substantially higher. In the event of a refund, actual shipping, packaging and labor costs may be deducted to cover genuine logistics and processing expenditures. Thank you for your understanding and support.

Order Cancellation Terms

Since most dresses are custom‑manufactured, raw materials cannot be recycled once production starts. Please review the cancellation timeline below:

• 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.

To cancel your purchase, please send your cancellation application via our support email.