Refund policy

At EtherealGown, we want you to feel as beautiful as the dress you’ve chosen. Because our dresses are made-to-order to reduce waste and ensure quality, we have established the following policy to balance your needs with our craft.

📋 Quick Summary

Category Returnable? Refund Details
Standard Size Yes 90% of Dress Price
Custom Size/Color No Final Sale (unless quality issue)
Return Window 14 Days From the date of delivery
Damaged/Defective Yes 100% of Dress Price
Alteration Subsidy N/A We pay up to $50 for local tailoring!

1. Order Changes & Cancellations (Before Shipping)

Once your order is placed, our team begins preparations immediately.

  • Confirmation Email: You will receive a confirmation email after payment. Please review all details (size, color, address) carefully.

  • Flexible Changes (Free): If you need to update any information, please reply to your confirmation email within 24 hours. We offer free changes during this window. Even after 24 hours, if tailoring has not reached a critical stage, we will do our best to accommodate changes at no extra cost.

  • Cancellation Policy: While we are flexible with changes, cancellations incur costs as materials are reserved and labor is scheduled:

    • Within 24 hours: Full Refund.

    • 24 - 72 hours: 50% Dress Price refund + Full Shipping refund.

    • 72 - 120 hours: 30% Dress Price refund + Full Shipping refund.

    • After 120 hours: 20% Dress Price refund + Full Shipping refund.

  • Non-Response Policy: If we do not hear back from you regarding the confirmation email, we will proceed with your original order details. Any cancellation requested thereafter will strictly follow the tiers above.

2. Return & Exchange Window (After Delivery)

  • 14-Day Window: Please contact us via email to initiate a return within 14 natural days of receiving your package.

  • Standard Sizes: We accept returns for all standard sizes.

  • Custom Orders: Custom sizes and colors are Final Sale and cannot be returned or exchanged unless there is a major quality defect.

3. Non-Refundable Fees & Restocking

  • Restocking Fee: A 10% restocking fee will be deducted from the dress price for all returns due to personal preference (change of mind/style).

  • Service Fees: Original shipping costs, rush fees, and tips are strictly non-refundable.

  • Return Shipping: Customers are responsible for ALL shipping costs and materials to send the item back. We recommend using your local post office for the most economical rate.

4. Exchange Policy

Because our dresses are made-to-order, we do not keep a ready-made inventory for direct exchanges.

  • Process: To exchange, you must return the original item for a 90% refund of the dress price, then place a new order.

  • Note: Promotional pricing or discounts from the original order will not be honored for the new replacement order.

5. "No-Hassle" Alterations Subsidy 

Instead of a costly return, we highly suggest local tailoring. We will reimburse you to help get that perfect fit!

  • Dress under $129 → $20 Reimbursement

  • Dress $129 - $239 → $30 Reimbursement

  • Dress $239+ → $50 Reimbursement

    (Just email a photo of your tailor's receipt to support@etherealgown.com)

6. Return Eligibility & Condition

To be eligible for a refund, the item must be:

  • Unworn & Clean: Original condition, free of odors, stains, or signs of wear.

  • Tags Attached: All original tags must remain intact.

  • Original Packaging: Returned with the original garment bag and hanger.

  • Note: Intimate apparel, bodysuits, and fabric swatches are Final Sale.

7. How to Start a Return

Step 1: Email support@etherealgown.com within 14 days with your Order Number and photos (if applicable).

Step 2: Once approved, you will receive a Return Authorization (RA) and the return address. Please do not ship items back without an RA.

Step 3: Ship the item using a trackable service and provide us with the tracking number.