Refund policy

Return & Refund Policy

Last Updated: October 9, 2026

At Roselledress, we provide clear return and refund policies to help customers shop with confidence. Please review the following terms carefully before placing an order.

1. Return Policy Overview

Our return and refund rules are as follows:

Standard-size and standard-color dresses: Eligible for return within 14 calendar days after delivery.
Custom-size dresses: No returns or refunds for change of mind, fit preferences, or customer-provided measurement errors.
Custom-color dresses: No returns or refunds for change of mind or personal color preferences.
Personalized dresses: No returns or refunds for change of mind or customer-approved personalized specifications.
Exchanges: We do not offer exchanges.
Restocking fee: $0.
Refund processing: 1–3 business days after an eligible return is received and inspected.

Defective, damaged, incorrect, and undelivered items are handled separately under the applicable provisions below and mandatory consumer protection laws.

2. 14-Day Return Window

Roselledress accepts eligible returns of standard-size, standard-color, non-personalized dresses within 14 calendar days after delivery.

Customers must contact us at service@roselledress.com within 14 calendar days after receiving their orders.

The return period begins on the date the package is delivered.

The 14-day standard return policy does not apply to customized products described in Section 8.

3. Return Eligibility

Standard products must meet all the following conditions to qualify for change-of-mind returns:

The return request is submitted within 14 calendar days after delivery.
The dress is unworn, unwashed, and unused, except for careful indoor try-on.
The dress has not been altered or modified.
The item is free from stains, makeup, perfume, odors, and signs of event use.
All original tags and accessories are included.
The item is securely packaged for return shipping.

Dresses worn to events, washed, altered, or damaged by the customer are not accepted for change-of-mind returns.

These restrictions do not affect mandatory legal rights for defective or incorrectly supplied goods.

4. How to Request a Return

Step 1: Contact Customer Service

Email service@roselledress.com within 14 calendar days after delivery.

Include your order number, full name, order email address, product name, and reason for returning the item.

Step 2: Receive Return Instructions

Our customer service team will send the return instructions and order identification details.

Step 3: Ship the Return

Pack the dress securely and ship it to the return address listed in Section 5.

Use a trackable shipping service and include your order number inside the package.

Step 4: Provide Tracking Information

Send the return tracking number to service@roselledress.com.

Step 5: Refund Processing

Once the eligible returned product has been delivered to our return address and inspected, we will initiate the refund within 1–3 business days.

5. Return Address

Recipient: Roselledress

Company: Suzhou Aibeijia Clothing Co., Ltd.

Address:

4th Floor, Building 4, No. 99 Suqian Road, Suzhou Industrial Park, Suzhou, Jiangsu Province, 215000, China

Phone: +86 133 3866 5352

Email: service@roselledress.com

All authorized returns must be shipped to this address.

Contact customer service before shipping your return to receive the return identification instructions.

6. Refund Processing and Payment Method

Approved refunds are issued to the original payment method used at checkout.

Refund processing time: 1–3 business days after the returned item is received and passes inspection.

Roselledress will initiate the refund within this period.

The customer's bank or payment provider determines when the refunded funds become available in the original payment account.

For change-of-mind returns, the original shipping charge is not refunded, except where mandatory consumer law requires otherwise.

Roselledress does not charge any restocking fee.

7. Standard-Size and Standard-Color Dresses

Standard-size and standard-color dresses qualify for our 14-day return policy if they meet the return eligibility requirements.

Accepted change-of-mind reasons include:

Incorrect size selection by the customer.
The dress does not fit as expected.
Dissatisfaction with the style.
A change in personal preference.
The dress is no longer needed.

The customer pays the return shipping cost.

The refund is issued to the original payment method after the eligible product has been returned and inspected.

8. Custom Orders — No Returns or Refunds

All custom-size, custom-color, and personalized products are final sale for change-of-mind purposes.

Roselledress does not accept change-of-mind returns or issue change-of-mind refunds for the following products:

8.1 Custom-Size Dresses

Dresses produced according to measurements provided by the customer, including customized bust, waist, hips, height, or other measurements.

Custom-size dresses are non-returnable and non-refundable for incorrect customer-provided measurements, fit preferences, or changes of mind.

8.2 Custom-Color Dresses

Dresses manufactured using a specially requested color that differs from the standard colors offered for the product.

Custom-color dresses are non-returnable and non-refundable for personal color preferences or changes of mind.

8.3 Personalized Dresses

Dresses manufactured with customer-requested design modifications, personalized features, or individual specifications.

Personalized dresses are non-returnable and non-refundable for changes of mind or dissatisfaction with specifications that match the customer's approved request.

8.4 Important Custom Order Conditions

Customers must verify all custom measurements, colors, and personalization details before checkout.
Custom order restrictions must be disclosed before the order is placed.
A dress purchased in an ordinary listed size and color is not classified as personalized solely because it is produced after the order is placed.
Custom orders that arrive defective, damaged, or materially different from the approved specifications remain eligible for remedies required by applicable consumer protection laws.

Custom orders are final sale for change-of-mind returns, not for claims involving defects, incorrect fulfillment, or other mandatory consumer rights.

9. Damaged, Defective, or Incorrect Products

If a dress arrives damaged, defective, or different from the ordered specifications, contact service@roselledress.com.

Provide:

Your order number.
A description of the issue.
Clear photographs showing the problem.

For confirmed defects, shipping damage, or incorrect fulfillment, Roselledress will provide a refund to the original payment method in accordance with applicable consumer protection laws.

If a physical return is required, Roselledress will arrange or cover the return shipping cost.

This policy applies to both standard and customized products.

A claim involving a defective or incorrectly supplied product is not treated as an ordinary exchange request.

10. Return Shipping Costs

Standard Product — Change of Mind

The customer pays the actual return shipping charge directly to the selected shipping carrier.

Roselledress charges no additional handling fee.

Defective, Damaged, or Incorrect Product

Roselledress pays the return shipping charge when the return is required to resolve a confirmed product defect, shipping damage, or fulfillment error.

Restocking Fee: $0

No restocking fee is charged for eligible returns.

11. No Exchange Policy

Roselledress does not offer exchanges.

We do not provide direct exchanges for:

Different sizes.
Different colors.
Different styles.
Different products.

For standard products, customers who wish to purchase a different size, color, or style must submit an eligible return within 14 calendar days after delivery and place a separate new order.

Custom-size, custom-color, and personalized products cannot be returned for a different size, color, or style due to personal preference.

Defective or incorrectly supplied products are handled according to Section 9 and applicable consumer protection laws.

12. Order Cancellations

Customers must submit cancellation requests to service@roselledress.com with their order number.

Standard Products

Orders canceled before preparation or production begins and before shipment receive a full refund.

After preparation or production begins, cancellation requests are handled according to the cancellation conditions disclosed before checkout and applicable law.

Custom Products

Customers must verify their measurements, requested colors, and personalization details before placing an order.

Custom orders are not eligible for change-of-mind cancellation after custom production begins.

Any mandatory cancellation rights remain unaffected.

13. International Returns

Roselledress accepts eligible standard-product returns from international customers by mail.

Customers must submit return requests within 14 calendar days after delivery.

For change-of-mind returns, the customer pays the actual international return shipping cost.

For confirmed defective, damaged, or incorrect products, Roselledress pays the required return shipping cost through its approved shipping arrangement.

Custom-size, custom-color, and personalized products are not accepted for change-of-mind returns.

Customers must retain return tracking information until their return has been completed.

14. Missing Refunds

If you have received a refund confirmation but the funds are not visible in your account:

Check your original payment account.
Contact your bank or payment provider with the refund details.
Email service@roselledress.com with your order number for assistance.

Our customer service team will provide the available refund transaction details.

15. Consumer Rights

Nothing in this Return & Refund Policy excludes or limits mandatory consumer rights under applicable law.

Customers retain their legal rights concerning defective products, incorrect items, undelivered orders, and other circumstances requiring a remedy by law.

Custom order restrictions apply to voluntary change-of-mind returns and refunds, subject to applicable consumer protection requirements.

16. Contact Information

Store Name: Roselledress

Operating Company: Suzhou Aibeijia Clothing Co., Ltd. (苏州艾贝嘉服饰有限公司)

Business and Return Address: