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 try on your dress as soon as possible without altering, washing the dress, or removing the tag. 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.

Gift Card Policy

To redeem your Gift Card towards an eligible purchase, enter the Gift Card code when you are checking out.

The Gift Card amount will be credited toward your purchase amount. If the payable amount is more than the amount on the Gift Card, you must select another payment method to pay for the remaining amount.

Please note that only one Gift Card can be redeemed in connection with any given order and cannot be "stacked" or combined with other Gift Cards for that same order.

Please note that orders purchased with gift cards are not refundable.

Defective, Damaged or Mis-shipped Items

You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.

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. To ensure that your dress will fit you perfectly, our tailors have reserved additional fabric in the seams to allow minor modifications.

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, resizing may not be possible.

Color Mismatch

Due to lighting, display and other factors, the color of the picture and the actual color of the product may have slight differences. The color display will be based on Apple devices.

Because of the material manufacturing process, the color of each batch of material will have a little difference.

We will insist on continuous improvement of the manufacturing process to minimize color differences.

If your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we offer limited alterations reimbursement. Should you choose this option, please remember to request a receipt from your tailor. The copy of the receipt must be provided to request reimbursement.

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

1. No returns and no exchanges for personalized items.

2. No returns and no exchanges for perishables, earrings (including jewelry sets containing earrings), and personal care items (including lingerie, etc.) due to hygienic reasons.

3. As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.

At Hebeos, we take great pride in our handmade products and strive to ensure the highest quality for each and every item. Due to the nature of our production process, we regret to inform our customers that we do not support the "buy many, keep one" practice.

We ask our customers to carefully consider their purchases and only order the items they truly intend to keep. We have implemented strict quality control measures to ensure that all products meet our high standards before being shipped to our customers. In the event that a product does not meet our quality standards, we will gladly offer a replacement or refund.

EXCHANGE POLICY

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.

Return Process

1. 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.

2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please keep the tracking number safe.

3. 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 10-15 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.

4. Original shipping fee & return shipping fee will not be refunded.

Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.