Returns & Refunds Policy

Here is exactly how returns work, including the part most bridal sites bury.

Standard Sizes (XS–XL): 7-Day Return Window

For orders outside the European Union withdrawal rules described below, email shanysasson@gmail.com within 7 days of delivery to request a return. Ship the gown back within 7 days of return approval. Refunds are processed within 7 business days after we receive the return. Return shipping is paid by the buyer.

EU Right of Withdrawal. Under the EU Consumer Rights Directive (2011/83/EU), customers in the European Union have a 14-day right of withdrawal on standard, ready-made goods. Article 16 of the Directive exempts goods that are made to the consumer's specifications or are clearly personalized. Because every Lace & Love made-to-measure and custom-designed gown is cut and hand-sewn to your own personal measurements, these gowns fall under that exemption and are final sale, as explained below. Our Standard Size gowns are not personalized and are covered by the full 14-day EU right of withdrawal.

EU Standard Sizes (XS–XL): 14-Day Right of Withdrawal

If you ordered one of our standard sizes (XS, S, M, L, XL) and the gown doesn't fit, or you change your mind:

Email shanysasson@gmail.com within 14 days of delivery to request a return or withdrawal — no reason required
Ship the gown back within 14 days of notifying us — unworn, with all tags attached, in the original packaging
Refund processed within 14 days of receiving the return
Return shipping is paid by the buyer. Use a tracked and insured service.

Made-to-Measure & Custom Orders: Final Sale (EU Right of Withdrawal Does Not Apply)

Made-to-measure and custom-designed gowns are final sale once production begins. They cannot be returned or exchanged for fit or for a change of mind.

The reason is in the nature of the garment. A made-to-measure gown is cut from your own measurements and exists only because you ordered it. It cannot be resold to anyone else. That is also why Article 16 of the EU Consumer Rights Directive exempts personalized goods from the 14-day withdrawal right, as set out above.

Because of this, we build the checking into the front of the process rather than the back:

Shany reviews every set of measurements personally before any fabric is cut, and contacts you if a number looks inconsistent with the others.
Every customisation — neckline, sleeves, back coverage, lining, slit — is confirmed with you before production starts.
If you are unsure about anything, ask before you order. Message Shany. Nothing is cut until you are ready.

If you would prefer the flexibility of a return window, order a standard size (XS–XL) instead. Those are covered by the policies above.

If Your Gown Arrives Damaged or Faulty

This is separate from the above and applies to every order, including made-to-measure.

Contact us within 3 days of delivery with photographs of the problem. We will repair, replace or refund at no cost to you. Your statutory rights regarding faulty goods are not affected by the final-sale terms above.