RETURN PROCESS
1: Please contact us within 7 days of receiving your item by reaching out to our customer service email on our website. Let us know the item you wish to return and the reason for the return. We do not accept any items sent back directly without prior contact with us. You can contact us at service@shopluu.com.
2: After receiving our return instructions, please repack the item to be returned in its original packaging. Please write your order number (e.g., SH1000) on the package so we can quickly identify and process your request.
3: You will need to take the return package to the post office for mailing. Please then contact our customer service with the tracking number, which will help us track the shipment.
* Please note that all the returns, customers need to pay for the cost of shipment.
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GENERAL RETURN POLICY
1: You have 7 days to decide if an item is right for you. If you wish to return an item, please contact us within 7 days of receiving it.
2: Items with custom sizes, styles, or colors cannot be returned.
3: Items must be in brand-new, unworn, unwashed, and undamaged condition. We cannot accept returns for any items that have been worn, damaged, washed, or altered in any way.
4: We do not accept items sent back without a prior submitted return request.
5: We do not accept cash-on-delivery returns. Return shipping costs must be covered by you.
* Please note that all the returns, customers need to pay for the cost of shipment.
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NON-RETURNABLE ITEMS
Items with custom sizes, custom styles, custom colors, or modifications cannot be returned. (Custom dresses are specially made based on the measurements you provide (bust, waist, hips, height, and length from collarbone to the floor). This means the dress becomes unique once completed. Therefore, we are unable to accept returns for custom dresses. Please double-check your measurements and color choice before placing your order.)
Any items that have been worn, damaged, washed, or altered in any way cannot be returned.
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HOW SHOULD I GET A REFUND?
Upon receipt of the returned package, we will inspect the contents to ensure they are in their original condition. (Note: The returned item must be unworn, unwashed, undamaged, and have all the original tags attached. We do not accept a returned item that has been worn, damaged, washed, or modified in any way). We shall begin processing your refund upon confirmation.
It usually takes 5-7 business days to process a refund. And we will email you a confirmation message as soon as we have finished the process.
All PayPal payments can only be refunded via PayPal, and all credit card payments can only be refunded to the original credit card.
Note: (Processing time may vary depending on your payment method and bank). The original item and shipping costs will not be returned or refunded.
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CANCELLATION POLICY
For some reason, if a customer wishes to cancel an order after payment has been made, please refer to our policy regarding this issue as follows.
- Unpaid order will not be processed. If you do not need it, please simply ignore it.
- Order cancelled within 48 hours of payment confirmation will be eligible for a full refund.
- Cancellation within 48 to 72 hours after the order is paid: You will get a partial refund consisting of 60% of the item price and the full shipping cost.
- Orders cannot be cancelled after 72 hours of payment.
If you wish to cancel your order, please contact our customer service team.
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COLOR VARIATION
Your computer monitor settings may affect how colors appear in the pictures on our website. Slight color variations do not constitute a product defect or a shipping error. We strive to match the actual item color to what is shown on screen as closely as possible. Thank you for your understanding. However, if you are certain the item received is the wrong color (for example, you ordered red, but we shipped blue), please contact our customer service at service@shopluu.com and send a photo of the dress so we can verify the color. Once we confirm a color error, we will either make the dress in the correct color for you free of charge or issue a refund.
