We are sorry for the inconvenience. Please read our return policy carefully and make sure that all criteria are met before sending back any item(s) to us.
ITEMS THAT ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES
- Custom-Made-Items (tailor-made items, made-to-measure items) are made according to unique requirements. No returns and no exchanges for custom-made or tailor-made items. Thank you for your understanding!
- Outlet & Sale Items: All products sold on our outlet page, on sales or on promotion are not eligible for returns or exchanges.
- Socks and Stockings: The health and well-being of all our Tots is important to us. These are personal items that cannot be resold once they have been tried on.
- Hair Accessories: We would like to protect our Tots and help them maintain their healthy hair.
- Gift Cards: The purchase of any gift card is final.
OUR CUSTOM-MADE ITEMS
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that for dresses custom-made according to order, once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
CANCELLATION POLICY FOR OUR CUSTOM-MADE ITEMS
- Unpaid orders will be cancelled automatically after 5 days.
- No refund is applicable on orders cancelled after fabrics and other accessories have already been purchased.
- Once the manufacturing process has commenced, orders may no longer be cancelled or refunded.
- Once your order has been shipped, it can no longer be cancelled.
- Orders cancelled within 24 hours of payment confirmation will be eligible for a refund less the applicable transaction fees or bank charges depending on the mode of payment provided fabrics and other accessories have not been purchased.
- No refunds are applicable on orders already paid for after 24 hours.
If you would like to cancel your custom-made-to-measure order within the stipulated 24 hours, please contact us directly.
OUR READY-MADE ITEMS
1. Our policy lasts 3 days. If you are unsatisfied with your order, please contact us within 3 days of receiving your item(s). If 3 days have gone by since your purchase, before contacting us, unfortunately, we can’t offer you a refund or exchange.
2. Please contact us before sending back any item(s). All return inquiries must be submitted no later than 3 days after receiving the order. The product must be returned to us unsoiled, undamaged, unwashed, unaltered, free of lint and hair, and not worn other than to try the item(s) on and in the same state that it was sold to you. Please note that any labels or tags must remain intact and the item(s) should be returned in or with its original packaging. If promotional gifts are sent with your product(s), you need to return them as well.
3. Upon receiving your return, the item will be checked and reviewed. Please note that items showing signs of wear, alterations, resizing, or damage in any way cannot be accepted for return.
4. Any unauthorized return, improperly packaged will be returned to the sender and no refund or exchange will be offered.
5. To complete your return, we require a receipt or proof of purchase.
6. The items must be shipped out to the address we confirm to you within 24hrs from when we confirmed the return address. You are required to provide us with proof of shipment and a tracking code.
6. By returning an item, the customer should pay the shipping cost. All international customers are responsible to pay all fees when shipping an item back. (Duties, taxes, brokerage fees etc).
7. Please note that we reserve the right not to process the refund if they are returned in unacceptable condition.
PAYMENT REFUNDS (IF APPLICABLE)
1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
2. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via email at sales(@)grandeurtots.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SIZING OR FITTING ISSUES
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements.
Our Ready-To-Wear items are made according to the standard sizes specified on our website. Please ensure you choose the right size for your Tot. We will not refund you but will exchange the dress for the right size.
If the Custom-Made-To-Measure dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you up to 5% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. A copy of the receipt must be provided to request reimbursement.
For Custom-Made-To-Measure dresses, you are allowed to send back the dress for free alterations, but you need to pay for the back-and-forth shipping cost. Please contact us before sending your items to us.
Please understand that dresses that do not fit properly but follow the specifications you ordered cannot be returned or exchanged.
THE ITEM IS THE SIZE YOU ORDERED BUT DOES NOT FIT
Please understand that items that do not fit properly but follow the specifications you ordered cannot be returned or exchanged. Your option is to look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, re-sizing may not be possible.
The settings of your computer screen may alter the colour of the pictures shown on our website. Slight colour aberrations may not mean that the dress is defective or the wrong fabric or the chosen colour. Items returned based on this will not be refunded but can be exchanged.
DEFECTIVE, DAMAGED OR MIS-SHIPPED ITEMS
We are not responsible for items that were damaged during shipping and delivery.
You will be responsible for paying for your shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.