Refunds & Returns Policy

Welcome to Dream Dress by Diana evening gowns. To protect the legal rights of every customer and standardize after-sales processing, our store has established a unified and transparent return, exchange, and refund policy for evening gowns. All orders placed through our store are subject to the terms and conditions of this policy. All return, exchange, and refund requests will be processed solely based on this policy.

Acceptable Returns and Exchanges
We support returns and exchanges for eligible evening gowns. After-sales service can be applied for under the following circumstances:

Product Quality Issues: The received evening gown has manufacturing defects such as workmanship flaws, damaged stitching, fabric snags, stains, color differences, fraying, missing or damaged accessories, etc.

Shipping Errors: The received style, size, or color does not match the order, resulting in incorrect, missing, or extra items being shipped.

Transportation Damage: The package was deformed during transportation, the gown was damaged, or the outer packaging was severely damaged, affecting normal wear and use.

Personal Fit Issues: Subject to meeting the basic return and exchange conditions, returns and exchanges can be applied for due to personal reasons such as size incompatibility, style incompatibility, or temporary disuse.

Basic Conditions for Returns and Exchanges and Items Not Eligible for Return or Exchange
1. General Conditions for Returns and Exchanges
All evening gowns applying for returns or exchanges must meet the following requirements simultaneously: the item is unworn, free of stains, perfume odor, wear and snags, no man-made damage, and has not been altered or modified by the wearer; the original tags, dust bag, outer packaging, and accessories are complete and intact, without loss or damage; and the item does not affect its resale value.

2. Circumstances under which returns and exchanges are not accepted:
(1) The item has been worn to an event and shows signs of wear, stains, sweat, or odor, making it unsaleable;
(2) The customer has altered the item's design by cutting, changing the size, waistline, hem, sleeve length, or other artificial modifications;
(3) The hangtag has been removed, is missing, or is damaged; the original packaging, accessories, or gift box are missing;
(4) Problems such as mold, damage, staining, or dampness caused by improper personal storage;
(5) Orders exceeding the stipulated 30-day after-sales period;
(6) Special clearance items and custom-made dresses in exclusive sizes are not eligible for returns or exchanges without a reason if there are no quality issues.

Return and Exchange Period
You can apply for a return or exchange within 30 days of receiving the goods. Please submit your return/exchange application within the validity period, upload your receipt, and return the goods. Orders not submitted or returned within the deadline will automatically expire, and we will no longer accept return/exchange applications.

Detailed Return Process
Step 1: Contact our online customer service, explain the reason for the return, submit a return request, and provide proof such as actual photos and videos of the goods.

Step 2: After customer service approves the request, we will provide the official designated return address.

Return Address: 441 Wadsworth Blvd, Lakewood, CO 80226, United States

Step 3: Please pack the evening dress properly, ensuring the goods, tags, packaging, and accessories are intact to avoid secondary damage during transportation.

Step 4: Arrange for the return of the goods yourself. After shipping, promptly provide the tracking number to customer service for back-end verification.

Step 5: After the warehouse signs for and verifies the goods, the refund process will begin.

Detailed Exchange Process
Step 1: Contact online customer service, explaining your exchange request (changing size, color, style) and the specific reason;

Step 2: Customer service will review your exchange eligibility. Once confirmed, an official return address will be provided;

Return Address: 441 Wadsworth Blvd, Lakewood, CO 80226, United States

Step 3: Pack the original dress and all accessories completely, ensuring it is undamaged and stain-free, and return it to the address provided;

Step 4: After the warehouse verifies the goods, the back office will arrange for new stock, quality inspection, and reshipment;

Step 5: Once the new item is shipped, a new tracking number will be provided, allowing customers to track the shipment themselves.

Detailed Refund Process
1. Once our warehouse successfully receives and verifies the returned goods, confirming they meet the return standards, we will initiate the refund review and processing within 1-3 business days.

2. All refunds will be returned to the customer's original payment account.

3. After the platform completes the refund processing, the funds will generally arrive in your account within 1-3 business days.

4. The final actual arrival time depends on the clearing progress of each bank. Delays may occur with some banks, which is normal, and our store is not responsible for any delays in bank payments.

Return and Exchange Policy
1. Merchant Responsibility (Free Shipping): For returns and exchanges due to merchant reasons (e.g., product quality issues, wrong or missing items, damage during transportation, etc.), all round-trip shipping costs will be borne by our store. Customers do not need to pay any logistics fees.

2. Personal Reasons (Customer Pays Shipping): For returns and exchanges due to personal reasons (e.g., dislike of the style, temporary disuse, incompatibility with personal aesthetics, etc.), return shipping costs will be borne by the customer.

3. Our store does not support cash on delivery (COD) packages. All COD packages will be rejected by the warehouse. Please calculate shipping costs in advance.

Order Cancellation Policy
If you need to cancel your order before shipment, please contact our customer service immediately. We will not charge any additional handling fees and can process a full refund for you. Once the goods have been shipped and entered the logistics transit status, the order cannot be cancelled directly. All after-sales requests must strictly comply with this return and exchange policy and be processed according to the standard return and exchange process.

Logistics Order Inquiry
If you have already registered an account on this website, you can directly log in to your personal center to check your order status, shipping progress, and all logistics information in real time. If you have not registered a website account, you can check the logistics status yourself through the official website's logistics inquiry portal by entering your order number and the email address used to place the order.

After your order is successfully shipped, you will receive a shipping confirmation email automatically sent by the system, which includes your unique tracking number. You can use this tracking number to view the real-time transportation status and precise location of your package on the logistics carrier's official website. If you have not received a confirmation email containing the tracking number within 1-3 business days after placing your order, please contact our customer service for assistance in verification and processing.

Customer Service After-Sales Support
If you encounter any after-sales issues such as logistics delays, package abnormalities, failed inquiries, order cancellations, return/exchange reviews, or refund processing questions, you can contact our customer service team, or consult through our official after-sales email address. We will verify and process your inquiries as soon as possible, fully protect your legal shopping rights, and provide you with professional, considerate, and efficient after-sales service.

Contact Us
Shop Name: Dream Dress by Diana
Phone: (720) 220-1667
Email: info@dreamdressdiana.com
Shop Address: 441 Wadsworth Blvd, Lakewood, CO 80226, United States
Opening Hours: 
Monday to Tuesday: Closed
The schedule for Monday's anniversary may vary.
Wednesday: 12:00 PM - 3:00 PM
Thursday-Saturday: 12:00 PM - 6:00 PM
Sunday: 12:00 PM - 3:00 PM
(GMT-07:00) Mountain Standard Time
Response Time: We respond within 24 hours.