Returns & Refund

Most items sold on KEYDRESS may be returned for a refund within 14 days upon receiving your order if they meet all applicable return requirements listed below.

What can be returned

Standard size dresses and most accessories:

For returns or exchanges of dresses and accessories, ensure they remain in their original condition: unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, with tags attached.

● Quality Issues: Defective, Damaged, or Mis-shipped Items

You qualify for a full refund if items are defective, damaged, or incorrectly shipped. In case of delivery damage, obtain "Proof of Damage" from your carrier, including it with the return.

● Sizing or Fitting Issues

If your dress size varies by over an inch from the order, seek local tailoring for alterations. Limited reimbursement is available, with a tailor receipt required.

● Fit Discrepancy

Items that fit according to ordered specifications cannot be returned. Consider local tailoring at your expense. Significantly different order specs might hinder resizing.

● Color Discrepancy

Factors like lighting and display can cause slight color differences between product pictures and reality. Color depiction follows Apple devices. Due to manufacturing reasons, there are variations in material between batches, and we are working hard to minimize these variations. 

Computer screen settings may affect picture colors. Minor color differences don't indicate defects. If sure of a wrong color item, contact Customer Service for return/refund eligibility.

Non-Returnable Items

● Custom-Made Dresses, Modified Products

● "Buy many, keep one." purchases

● Perishables, earrings (including sets), personal care items (lingerie, etc.) aren't returnable due to hygiene.

Restocking Fee

When returning goods, we will charge a 15% restocking fee for Dresses. To keep prices low for our customers and help reduce environmental waste, most KEYDRESS products are made-to-order. As a result, we cannot accommodate "Buy-many-keep-one" purchases. Any restocking fees incurred will be deducted from your refund. We highly recommend reviewing our "Sizing Guide" and "Measurement Guide" before buying to avoid these fees.

How To Return

To initiate a return, kindly follow the streamlined process below

1)Request Submission: Please submit your return request to our Customer Service through the "Contact Us" portal within 14 days of receiving your order. This request should include a concise explanation, along with accompanying photographs that elucidate the reason for the return.

2)No accept returns without prior approval from our Customer Service. No accept returns to address on the package.

3)Approval and Return Kit: Once your return request gains approval from our Customer Service, we will promptly furnish you with a designated return address. Alongside this, a Product Return Form will be provided to you. It is imperative that this form is accurately completed and enclosed with your return shipment. Dispatch the item(s) via your local post office within 3-5 business days from the receipt of the return form. For ease of tracking, ensure the safekeeping of the provided tracking number.

4)Thorough Inspection and Refund Processing: All returned items will undergo meticulous inspection. Upon confirming that the product exhibits the issues outlined in your request, we will proceed with the refund process. Following our processing, the refund typically takes 10-15 business days to reflect in your account(The exact duration is contingent on your bank or chosen payment service). Please note that nominal transaction charges may be imposed by your bank or payment service.

5)Non-refundable Fees: It's important to note that the original shipping fee and the return shipping fee are non-refundable. Furthermore, returns received in an unacceptable condition may not be eligible for refund processing.

Return Timeframe :    Within 14 days of dress receipt
Return Conditions :   1.Returns not accepted if the user makes the item unsellablee after receipt
2.No returns for customer-chosen incorrect sizes or colors
3.Factory-related size or color issues warrant partial or full refunds
Return Process :   1.Contact customer service, describe the issue, and provide images
2.Receive a suitable return solution & form
3.Ship the dress to the designated address.
4.Receive the refund.
Processing Time :   Refunds processed in 10-15 business days
Cost :   Refund amounts vary, partial or full refunds considered. (Non-refundable fees: initial and return shipping.)

We appreciate your understanding of this expedited return process. Your satisfaction remains our priority.

Cancellation of Orders

We empathize with the significance of ordering a dress for your special occasion, and our cancellation policy reflects this understanding. Nevertheless, it's crucial to recognize that our dresses are crafted on a made-to-order basis. Once the tailoring process is initiated, the materials are specifically allocated and cannot be repurposed. We wish to inform you that there is a window of time for altering your decision after placing an order. For further specifics, kindly refer to our comprehensive cancellation policy provided below.

Cancellation Policy

  • Within 12 hours: Cancelled orders within 12 hours of payment confirmation will receive a refund of 90% of the product purchase price and the full shipping cost.
  • 12-24 hours: Orders cancelled within 12 to 24 hours of payment confirmation will receive an 80% refund of the product purchase price along with the full shipping cost.
  • 24-48 hours: If cancelled between 24 to 48 hours of payment confirmation, orders will be eligible for a 50% refund of the product purchase price and full shipping cost.
  • Beyond 48 hours: Orders cancelled more than 48 hours after payment confirmation will only receive a refund of the full shipping cost.
  • Please note that once an order has been shipped, it cannot be cancelled.

To cancel an order, please log in to My Orders, choose the relevant order, and request cancellation. Alternatively, click "Contact Us" to proceed.

Gift Card Redemption Guidelines

When you're ready to use your Gift Card for an eligible purchase, simply input the Gift Card code during the checkout process. The corresponding amount on the Gift Card will be promptly applied to your total purchase cost. Should your payable amount exceed the Gift Card balance, you will need to choose an alternative payment method for the remaining balance. It's important to note that each order can only accommodate the redemption of one Gift Card; these cards cannot be stacked or combined with others for the same order. Also, please keep in mind that purchases made with Gift Cards are ineligible for refunds.