Refund policy

All sales on the website are final, and we only accept returns, exchanges, and cancellations under the terms and conditions set forth below:

Returns, Refunds, and Cancelations:

We understand that sometimes an order may need to be canceled; therefore, cancellations made within 24 hours of confirmed payment are eligible for a full refund.

If an order is canceled after payment has been processed, but before it is submitted to the designer, payment processing fees charged by the provider (e.g., credit card, PayPal, Shop Pay) are non-refundable and will be deducted from the refund total.

Once your order has been submitted to the designer, work on your dress begins. At this stage, the designer does not allow cancellations, exchanges, returns, or refunds. If, under exceptional circumstances, a cancellation is requested after submission to the designer, any costs already incurred (such as materials, labor, and time spent) will be deducted from the refund. In some cases, no refund may be available.

You will have the opportunity to review your order for final approval before it is submitted to production. After approval, the order is considered final and cannot be changed or canceled.

Sizing Issues, Defective or Incorrect Items:

Your standard size may vary from each designer's size. We recommend reviewing the designer's size chart to determine your best size. The size chart is available on each product page.

For custom measurements, we recommend that you get measured by a professional to avoid mistakes. 

The finished gown may vary by approximately half an inch in either direction from the specified measurements.

We want to make it right if there is a production issue, including but not limited to size, color, or style.

 Report a problem within three days of receiving your order by emailing customerservice@marelliexclusive.com

We must obtain proof before initiating a return/refund. Include photos or videos of an item, clearly showing and explaining the issue. If the item is the wrong size, please have pictures or videos of the measuring tape against the item where the size is incorrect. We will review it and let you know if it is eligible for return/refund. Additional photos or videos may be requested. 

We will provide a return address if your item is eligible for a return/ refund The item must be shipped within three days of receiving approval. Once received, we will inspect it. The item must be returned in its original condition, in the original packaging, and with all tags attached. The item must be unaltered, undamaged, unwashed, unworn, clean, and free of hair, lint, and smell. Any worn or used merchandise will be returned to you at your expense, and we will not issue a refund. If you decide to keep and alter the item, we will not be responsible for any alteration fees and will not issue a refund. 

The designer/factory is not responsible for incorrectly taken measurements and cannot guarantee a 100% fit. Achieving an optimal fit typically requires 2-3 fittings.

We cannot process the return of any items that do not adhere to this return policy. 

You agree and acknowledge that we reserve the right to determine whether the product is in a returnable and/or refundable condition or is eligible for an alteration by the production team. Items considered unsellable will be discarded. We will not issue a refund, store credit, or exchange of these item(s).

Color Mismatch:

There is a slight difference between the same colors for the different fabrics. Some fabrics, such as taffeta, will show other color effects when you check them from different angles under different light.

Different monitors may also show different color effects from the actual color of the dress.

Design Pattern Mismatch:

Custom-made usually means the patterns are made based on size and not just modified from a standard template.

The dress is made and designed uniquely for you; therefore, in some cases, a custom-made dress will have a slightly different design placement from the original model. 

Please review our Shipping Policy for Damaged or Misshipped Items.

Thank you for carefully reading our Refund Policy.

For any questions, please get in touch with us at customerservice@marelliexclusive.com