Refund policy

Return, Exchange & Cancellation Policy
(TwinkleGowns)

Contact Information

If you have any questions regarding returns, exchanges, cancellations, or your order, please contact our customer service team before placing your order or initiating a return.

Email: twinklegowns@gmail.com
WhatsApp: +86 185 5059 6295

At TwinkleGowns, we understand that purchasing a dress for a special occasion is an important decision. As most of our dresses are made to order or specially prepared, we kindly ask you to review the following policy carefully before placing your order.

1. Returns & Exchanges

We accept return or exchange requests within 7 days of delivery, subject to the conditions outlined below.

Eligible Returns or Exchanges

Because most of our dresses are specially prepared or made upon order, we do not generally accept returns for non-quality-related reasons, such as change of mind or personal preference. However, if the item you receive is defective, damaged, or materially different from what you ordered, please contact our customer service team within 7 days of delivery and provide clear photos of the issue.

Non-Returnable & Non-Exchangeable Items

Due to the nature of formal dresses and made-to-order production, the following items are not eligible for return, refund, or exchange:

  • Custom-size dresses made according to customer-provided measurements, unless the item is defective or incorrect

  • Clearance or final sale items

  • Accessories, free gifts, or items marked as non-returnable

  • Flash sale or promotional items, including Black Friday specials

  • Dresses that have been worn, washed, altered, or show signs of use

Slight variations in color, texture, or handmade details may occur due to screen settings, lighting, and the nature of handcrafted production. These are not considered defects.

2. Return Conditions (If Approved)

If your return or exchange request is approved:

  • Items must be unworn, unwashed, undamaged, and unaltered

  • All original tags and packaging must be intact

  • Return shipping costs are the responsibility of the customer

  • We do not accept Freight To Collect (FTC) shipments

  • A valid tracking number must be provided for all return shipments

Items returned without prior approval will not be accepted.

3. Refund Processing

Refunds are processed after the returned item is received and inspected.

Once your return is received and approved, refunds will be issued to the original payment method within 5–10 business days. Please note that the actual posting time may vary depending on your bank or payment provider.

Original shipping fees and return shipping costs are non-refundable.

Even if free or discounted shipping was offered at checkout, the original shipping cost incurred by us is non-refundable.

4. Customs, Lost & Rejected Packages

  • Customers are responsible for all customs duties, taxes, and clearance fees

  • TwinkleGowns is not responsible for items lost, damaged, or delayed during the return process

  • If a parcel is lost, returned, or undeliverable due to customer-provided incorrect information or failure to cooperate with customs clearance or delivery attempts, any refund or reshipment will be subject to review based on the recoverability of the parcel and the costs incurred

  • If a package is refused or rejected by the customer without prior communication, any refund will be subject to review and may be reduced by shipping, handling, and related costs

Please retain your shipping receipt and tracking information until the return process is completed.

5. Size Disclaimer

Please review the size chart carefully before placing your order. Size-related issues resulting from incorrect measurements or incorrect size selection by the customer are not eligible for return or refund.

6. Order Cancellation

Since preparation or production may begin shortly after an order is placed, cancellation requests are handled as follows:

Within 24 hours of order placement

No cancellation fee will be charged. The item price will be refunded, while shipping fees are non-refundable.

More than 24 hours after order placement

A 20% cancellation fee will be deducted from the item price. Shipping fees are non-refundable.

Once the order has been shipped, cancellations are no longer accepted.

7. Policy Updates

We may update this policy from time to time to reflect changes in our practices or for legal and operational reasons. Any updates will be posted on this page with the revised effective date.