DIYdress.co.uk

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Please contact our support before sending back any Products. All inquiries must be submitted no later than 7 days after receiving the shipment. The Product must be returned to us undamaged, unsoiled, unwashed, unaltered or not worn (other than to try the Product(s) on and in the same state that it was sold to you. Please note that where possible, any labels or tags must remain intact and the product(s) should be returned in or with its original packaging.

Full Refund

Your order is eligible to a full refund if the product which you have received is:

Damaged

If you receive a damaged product, please report it to us immediately by submitting a complaint. Be very descriptive about the damages and upload meaningful pictures of the damage. After we receive the complaint, we will handle it within 48 hours.

Product
Mismatch

In case you have received a different producer, please report it to us via the complaint form within 7 days. Please upload meaningful pictures of the received product. We will process it within 24 hours.

Size
Mismatch

When the size is completely off, please submit a complaint.

Color
Mismatch

You can’t always control colour. In the past 4 years, we have received quite a lot of compliments about our products, as you can see on our testimonials page. However, a few customers had problems with the product colour. We brought it down to 3 factors why it is this way and those solve 90% of the colour issues.

  • 01

    Colour calibration of your device, every computer screen or mobile device might display the colours a different way

  • 02

    Digital contrast enhancements of the particular image can contribute to the illusion of a wrong colour

  • 03

    The Photographers Camera, the lighting set and background can make the dress colour look different

The only way to ensure that you really are getting the colour you wish, is a colour swatch. We offer those for a small fee. We are going to refund you the colour swatch fee after you order your dress.

Style
Mismatch

If our dressmakers or the partners deliver the wrong dress to us and we then deliver that dress to you. You are eligible for a full refund. In case that you like the dress, even if it is not the dress you have ordered. Please contact our customer service.

You are eligible for a partial refund if the product which you have received
  • Needs tailor work
  • Is missing custom features described in the ‘Special Requirement“ field
  • Has features colour mismatch which were described as „Special Requirement“
  • Is late on time, late shipping (shipping cost refund)
Product needs tailor work

If your custom tailored product needs a tailor, because the size is a bit off, we might be able to support you with the tailoring bill. Please contact our customer support for details.

Missing custom features

In case you have added Special Requirements, but those were not met (e.g. flower decor on the dress) you are eligible for a partial refund. Please contact our customer service for details.

Features colour mismatch

When you order a product and add special requirements, you can specify the colour. We hope the customers can be as descriptive as they can. To ensure that the basic idea of it, will match the end product. In case we missed something or the colour is off. Please contact our customer support.

Late Shipping on expedited orders

If you expedited order did not arrive on time, we are returning you the expedited processing fee. Please contact our customer service.

Order Cancellations

Your order begins processing immediately after you place your order. We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made for each order individually, and once the creation process has begun the materials cannot be reused. During the order processing time, it may be possible to cancel your order. However, once the order moves into the shipping process, it cannot be cancelled.
In the unlikely event that you wish to cancel your order, you can contact us.
DIY Dress does not guarantee that any order placed can be cancelled. If you have changed your mind about the order and it is too late to cancel, you can return any unwanted items in accordance with the Return Policy.
Actions Products Time Frames Amount Refunded
Product Shipping Cost
Cancellation Customized Dresses within 5 hours of order confirmation 90% 100%
within 8 hours of order confirmation 70% 100%
within 12 hours of order confirmation 50% 100%
Standard Dresses within 5 hours of order confirmation 90% 100%
within 8 hours of order confirmation 80% 100%
within 12 hours of order confirmation 60% 100%