We hope you enjoy the products you ordered! However, in case you are not 100% satisfied, we have simplified the process for you. Please read and follow the sincere instructions below before returning the item to us. We would appreciate you reading our return policy carefully and ensuring that all criteria are met before sending any item back to us.
Note: Requests for after-sale issues will be made within 3 days of the item arriving at you.
Order Cancellation
We understand that ordering a dress for your special occasion is a very important task and our cancellation policy has been developed with this in mind. However, it is important to note that our dresses are made to order. We will process the order as soon as we receive payment. Once the tailoring process begins, there are labor costs and material costs, and materials cannot be reused.
Please note that you still have time to change your mind after placing your order. refer to cancellation Policy below for more information:
- Unpaid orders will not be processed. If you do not need it, please ignore it.
- Cancellation within 24 hours after the order is paid: you will get a partial refund consisting of 90%-95% of the dress price and the full shipping cost.
- Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 90% of the dress 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 70% of the dress 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 canceled.
If you need to cancel your order, please email sapavia@outlook.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received.
You will receive an order confirmation email after payment. If you need to change any information, please reply to email within 24 hours. If you need to change any information after we have started culling, there will be an additional charge. For example, if you need to change the color after we have prepared the material, it will be a waste. We need additional costs to prepare new materials.
Therefore, if you need to change any information, please let us know clearly by replying to the order confirmation email. If you contact us within 24 hours of payment, we will make the change at no additional charge.
Order Exchange Service
We do not provide replacement service for any products. Because most of our orders are for made-to-measure dresses. We have no ready-made dresses to ship in exchange for the items you returned. If you insist on a replacement, you will need to return the unwanted item to us first (if it meets the return policy) and then place a new order to replace the item. New orders will not honor the previous promotional pricing or discount used when the original order was placed.
Return Process
1.Within 3 days of receiving your order, email our customer service at sapavia@outlook.com. Please send us instructions and photos to explain the reason for your return. We reserve the right to reject returns without prior approval from our customer service department.
2.Once you receive a reply from sapavia@outlook.com, your return application will be approved. Please return the dresses to us as soon as possible (3-7 days) at the address provided by us. This information must be written with the package and sent to us: Order number/email/full name. This is very important for us to identify your package. Without this information, we will not be able to arrange a refund.
3.All returned clothes must be inspected. When we confirm that the product has the problem you mentioned, we will process the refund. After we process the refund, it usually takes 10-15 business days for the money to be returned to your account, relying on your bank or payment service. Your bank or payment service may charge a small transaction fee. Once returned dresses is received, we will review and process the refund within 3 to 5 business days. We reserve the right not to process a refund if the terms of return are unacceptable. The refund will be refunded to your account within 2 working days, depending on your bank's processing efficiency.
Return Address:
Room 1105, Building No.4, Haobainian, Sujin Street, Gusu Ward, Suzhou, Jiangsu Province, China
Postcode: 215008
Phone: +8618626109645
FAQ
- Receipt of defective, damaged or mis-shipped items
If your item is defective, damaged or mistakenly shipped, you are eligible for a full refund. If you believe that your item was damaged during shipment, you must obtain a "Proof of damage" document from your shipping carrier, which should be included in the package you return.
- Color Mismatch
The Settings on your computer screen may change the color of the images displayed on the site. A slight color difference probably doesn't mean the item is defective or mis-shipped. However, if you are sure that you received an item with the wrong color, please contact customer service to find out if you can return it or get a refund.
- Size Deviation
As all our dresses are hand sewn and custom made, due to manual measurement, there may be a slight difference, please understand. Due to the nature of different materials, the finished dress may vary by about an inch in either direction of the specified dimensions. To ensure that your dress fits perfectly and helps minimize potential changes, our tailors reserve extra fabric at the seams for minor alterations.
If the size of your clothing is more than one inch different from the specifications of your order, please contact our customer service team for assistance. We encourage you to have it adjusted by a local tailor. In this case, we offer limited change compensation up to 40% of the price of the dress. If you choose this option, please remember to ask your tailor for a receipt and send it to sapavia@outlook.com. However, please note that we will not accept return requests if you provide us with the wrong size yourself. Therefore, be sure to triple check all measurements.
Please see reimbursement limits for our custom size dresses below in USD:
Dress $99 or less - Reimbursement limit $35
Dress $100 - $199 - Reimbursement limit $50
Dress above $200 - Reimbursement limit $75
- Standard size orders returned
Sapavia promises a full refund, excluding shipping and the shipping you send back. Photo proof of quality problems is required.
You will be responsible for the return freight including but not limited to the return cost and any shipping material costs. Therefore, if there are 2 or more products, we recommend that you return all unwanted items at once.
This item must be returned within 15 days (including weekend) after its delivery to you, please contact our customer service as soon as possible to handle the return issue.
Please ensure that all items must be returned in their original condition (unworn, unwashed, unaltered and undamaged) with original labels. We may not be able to process returns for any items that do not comply with this return policy.
After the package is sent back to us, we need up to 3 business days to process your returns and refunds (this can take several days during our peak season). You will receive a refund shortly after we review your returned package. Please note that it may take an additional few days for your bank to process your refund.