Return & Cancellation Policy
At Joyofdress we want you to love your dress! That's why we are here every step of the way to help you choose your dream dress. Please review our return and cancellation policies carefully before ordering.
Non-Returnable Items
Returned products must be unworn, unwashed, undamaged with original tags. Dresses that have been worn, washed, damaged or altered cannot be returned.
- Dresses that have been worn, washed, damaged or altered
- Custom color or custom size dresses
- Any changes to style or fabric requested by customer
- Clearance and special items
- Items returned without contacting customer service first
Custom dresses are made specifically for the color and style you provide. No one else will be able to wear that dress once it's made. We are unable to accept any returns or exchanges on custom dresses.
Return Condition
14-Day Return Window
Please contact our customer service at contact@joyofdress.com within 14 business days (including weekends and holidays) once you receive your item.
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After you receive your item, please check it the right way, and try it on as soon as possible without removing the tags, altering, or washing the dress.
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If there is something wrong with our product, please contact us within 14 days of delivery. Include your order number and an explanation with photographs or videos to show the reason for the return.
PS: We accept returns only on unworn, undamaged items with original tags attached. All return requests must be submitted within 14 days of delivery — plenty of time to inspect your item. Buyer responsibility: If you're returning due to a change of mind, wrong size, or any other personal reason, you cover the return shipping fee. Our responsibility: If your item arrives damaged, defective, or incorrect, we cover the return shipping fee — no cost to you.
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Once Customer Service has approved your request, please send the item back to us as soon as possible. Also, email us a proof of postage (receipt + tracking number).
PS: All returned items must be in brand-new condition, unused with original tags and packaging, and without any perfume. Or we can not refund.
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Once received at our facility, your return will be processed immediately.
PS: Return shipping and customs fees are the responsibility of the customer; delivery charges are also nonrefundable.
Return Process
Step 1
Notify Us
Email contact@joyofdress.com within 7 days of receiving your garment. Include photos or documents showing the dress issue.
Step 2
Get Approval
Once approved, you will receive a returns form. Fill it out and enclose it with the returned garment. Returns without a completed form will not be accepted.
Step 3
Ship Back
Return your gown and completed returns form via trackable shipping method. Keep your receipt with tracking information.
Garment Checklist
- Item must be in original condition
- All tags and hanging ribbon must be in place
- Item must not have been worn
- Item must not have been washed or altered
- Item must not be marked with make up, dirt, or spray tan
- Returns form must be enclosed
No Exchange Service
We do not offer an exchange service for any products at this time. Many of our items are made-to-order, so we don't keep these items in stock. We also do not have try-on situation returns — as all items (including standard size) are made-to-order, we cannot afford to accept the "buy-many-keep-one" purchase. Please double-check your order before we process it.
Cancellation Policy
We acknowledge the significance of ordering a dress for your special occasion. The majority of our dresses are made-to-order, and once the production process has commenced, the materials cannot be repurposed. Please review our cancellation tiers below.
| Timeframe | Refund | Fee | Details |
|---|---|---|---|
| Within 24 hours | 100% | $0 | Full refund |
| 24 - 72 hours | 80% | + shipping fee | Order value × 80% |
| 72 - 120 hours | 40% | + shipping fee | Order value × 40% |
| > 120 hours | 0% | Shipping only | Only shipping fee refunded |
| After shipped | 0% | N/A | Cannot cancel |
Once your order has been shipped, it cannot be cancelled. If you wish to cancel your order, please contact customer service to proceed.
Important Notes
If you refuse the delivery of your package we will not be able to accept the return. Returns that are late because you were away on holiday or your event was canceled will be refused — no exceptions.
We are not liable for return item(s) that are lost or damaged, or for packages to be inspected by customs (the customer should pay the customs clearance). Please keep the receipt with tracking information.
Returning items back to us from outside Europe — please be aware you will need to provide customs with the correct information on your return. Please state that it's returned goods with no value. We will not be held responsible if your return is returned back to you.
Need Help With Your Return?
Our customer service team is here to assist you throughout the process.