Returns & Refunds Policy
What is our Returns Policy?
Want to find out more about our returns policy? Read below for more information.
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.
If you return an item requesting a refund within 14 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. However, all Bespoke tailor-made dresses are non-refundable or exchangeable due to the nature of custom made and non-resellable nature. We are happy to advise on any fitting issue (limited to up to 2 times after items received, hence highly recommend to have our own tailors to help with your measurement when making the order initially).
We aim to refund you within 14 days of having received the returned item at our warehouse securely. If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
Face + Body products if opened, used or protective seal is not intact
Underwear if the hygiene seal is not intact or any labels have been broken
Swimwear if the hygiene seal is not intact or any labels have been broken
Pierced jewellery if the seal has been tampered with or is broken.
Face coverings if the seal has been tampered with or is broken.
None of this affects your statutory rights.
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal Jiang Chipao customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, you can still follow the guided return procedures.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.
Want to exchange an item?
We’re no longer offering free exchanges to UK customers. All returned items will be refunded once they've been received by our warehouse. Need a different size or colour of an item? Simply place a new order!
Returning a faulty or incorrect item?
If you've received an item which isn't quite right, please email us for a return and simply place a new order.
How do I return my order?
Please see more info below.
CREATE A RETURN
1. You MUST inform us any issue with your item(s) via email within 5 days of receiving the item(s). Please email to Customer Care at firstname.lastname@example.org . Please note that all Bespoke tailor-made dresses are non-refundable or exchangeable due to the nature of custom made and non-resellable nature. We are happy to advise on any fitting issue (limited to up to 2 times after item(s) received, hence highly recommend to have our own tailor to help with your measurement when you order the tailor made dress initially)
What happen if you miss notifying us any issue of the delivered item(s) within 5 days?
We reserve our right not to process any refund. However please contact us at email@example.com , we may look at each situation with discretion.
2. We can ONLY accept unused/unworn items for return/refund for hygiene reason.
3. Please email us the following when logging your return and refund:
Your Full Name
Your order number (Proof of purchase)
Photos evidence ( may be requested from us, if good receives damaged)
4. Decide which carrier you're returning with and Place Return. Please remember that all the items you've selected need to be posted back in one parcel. We recommend removing or covering your shipping label before attaching your returns label to the parcel. We recommend to use insured and tracking method with your carrier, in order to cover any potential lost/damages.
5. Hold tight! It can take up to sometimes for your order to reach our warehouse and be processed. Refunds can take up to 10 working days to show in your account. Keep hold of your proof of postage - we may need to see it at a later date.
How long do you have to return?
You have 14 days from the date your order was delivered, or available for collection to return it for a refund. *All returns are subject to our original condition and fair use policies set out in our Returns Policy.
Packaging your return
If you have items from more than one order that you'd like to return, you can send them back in the same parcel. You'll just need to email us all the return items’ order numbers in your return email, to let us know which items you're returning from each order.
If you've created multiple returns for items from different orders, and have returned everything in one parcel, please put a note of those order numbers with your return items.
However, once your returned items are received at our warehouse, they'll all be processed at the same time, and we'll drop you an email to confirm.
What packaging to use
You don't have to use your Jiang Chipao packaging - as long as the items are packed securely and the correct label is attached, we'll be able to process each of your returns as soon as they reach the warehouse.