LLELLA After-Sales Policy
At LLELLA, we aim to provide clear, fair, and reassuring after-sales support. Please review our return, refund, cancellation, and exchange policy before requesting assistance.
*The 35% restocking fee applies to approved personal-return requests only. It does not apply if the item is damaged, defective, or mis-shipped due to LLELLA.
May be returned within 14 days after delivery if all return conditions are met.
Custom size, custom color, or custom style dresses are generally not returnable.
Always contact us first and receive approval before sending any item back.
Please contact us and receive return authorization before sending any item back. Returns without prior approval may not be accepted, and a refund may be unavailable.
Any after-sales request regarding returns must be submitted within 14 days of item delivery. Please contact us in advance before returning any items.
Standard size dresses may be returned within 14 days after receipt if all return conditions are met. For approved returns that are not caused by a damaged, defective, or mis-shipped item due to our responsibility, the customer is responsible for the return shipping cost, and a 35% restocking fee will be deducted from the item price. Original shipping and expedited fees are also non-refundable.
Custom dresses are made exclusively for you. Therefore, custom size, custom color, or custom style dresses are generally not eligible for return or exchange.
To be eligible for return, the dress must meet all of the following conditions:
Returns will not be accepted for any items with obvious signs of wear, alterations, stains, perfume, makeup, pet hair, damage, or missing tags.
The following items are not returnable:
Loose threads are not considered defective products unless they affect the normal wearing or structure of the dress.
If you receive a damaged, defective, or mis-shipped item caused by LLELLA, please contact us as soon as possible. Our team will promptly review your request and follow up.
If the issue is confirmed, we may offer a refund or resend a new item.
Please include clear photos of the dress, packaging, tags, and the specific issue. This helps us review and resolve your request faster.
Please contact us within 14 days after receiving your order to request return authorization. Do not send the package back before your return request is approved.
Email us with your order number, reason, and photos if applicable.
Our customer care team reviews your request and confirms whether it is approved.
You will receive return authorization and return instructions from our team.
Ship the item back and send us the return tracking number.
Our team receives and inspects the returned package.
Refund is released if the returned item meets our return conditions.
For customer remorse returns, such as “does not fit” or “does not like” due to personal reasons, the customer is responsible for the return shipping cost and a 35% restocking fee will be deducted from the item price. The restocking fee does not apply if the item is confirmed to be damaged, defective, or mis-shipped due to LLELLA's responsibility.
After we receive and inspect your returned dress, we will process the refund if the item meets our return policy.
Processing Time:
Refunds are usually processed within 3–5 business days after the returned item is received and approved.
Your bank or payment provider may require additional time to post the refund back to your original payment method.
Please note that our dresses are made to order. We will process the order as soon as payment is received. Once the tailoring process has begun, labor costs and material costs may occur.
Full refund of the product price and shipping cost.
70% refund of the product price and 100% refund of shipping cost.
50% refund of the product price and 100% refund of shipping cost.
After payment, you will receive an order confirmation email. Please reply to the email within 24 hours if you need to change any information.
We are sorry that we are unable to offer a direct exchange service for dresses.
If you purchased an item and would like a different size, style, or color, you will need to return the eligible item for a refund and place a new order for the correct item.
Please note that you need to pay the shipping fee from your address to LLELLA when returning the item, unless the item is confirmed to be damaged, defective, or mis-shipped due to our responsibility.
Should you have any questions about the Return & Refund Policy, please contact us. We are always happy to help.
Global Atelier
South District, Sujin Second Village,
Gusu District, Suzhou,
Jiangsu Province, China
Monday – Friday, 8:30 AM – 5:30 PM UTC+8
Please contact us first and receive return authorization before sending any item back. Returns sent without approval may not be processed, even if they are sent to the official return address.
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