REFUND & RETURN POLICY
Return Policy
Please note the request on the after-sale problem shall be issued within 15 days after the item arrives at you.
Cicinia is always dedicated to providing the best service for our valued customers all the time. In order to provide a better shopping experience and customer service,we will issue a full refund including shipping fee right away for any damaged, defective or mishandled products. If you find any quality problems with our product when you receive your package, please contact our customer service team. We will arrange a free replacement, return or refund as soon as possible. However, if you believe the items were damaged during shipment, you must provide "Proof of Damage" documentation from the delivery company. This should be included together with images or items when you submit your return request.
We will offer your reimbursement if you keep the dress and make adjustments locally.
Note: Any returned items without informing and contacting us in advance, no refund will be initiated. All losses will be afforded by customers.
FOR ALL STANDARD SIZE ORDERS
Cicinia will offer you a 90% refund if there is no quality problem but you are not satisfied with the product or you change your mind. We will take a 10% restocking fee, which will automatically be deducted from your refund. Please notice we still charge the shipping fee and rush fee(if there is ) under this circumstance even if your order is free shipping order.
You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.
The item must be shipped back within 15 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.
Please make sure all items must be returned in original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy.
It will take up to 3 business days for us to process your return and refund once the package arrives back to us (This can take several more days during our peak season). You will receive a refund soon after we check your return package. Please note your bank may take additional days to process the refund.
RETURN & REFUND CONDITIONS
Policy varies based on different item types. Condition details follow
|
Items Type |
Policy Details |
|
Standard Size |
Full refund or free return exchange is guaranteed if items arrived in damaged, defective condition. |
|
Custom Size |
No return or refund for custom products with no quality issue. So please confirm your sizes, colours, dress patterns before an order is placed. |
|
Fabric Swatches |
Return & Refund is not supported except defective orders. |
|
Accessories |
Return & Refund is not supported except defective orders |
|
“FINAL SALE” Item |
Return & Refund is not supported except defective orders |
*The following is not a quality issue: ① the size does not fit; ② the dress has loose yarn residue, has small skipped stitches in small areas, these are normal categories.（Usually in Lace and Chiffon）③ It is normal for the glitter on the dress to fall off occasionally.
As our dresses are made to order, we do not offer a fitting service at this time. If you have bought several dresses and would like to try them on, we advise you to buy the one you like best first and we will give you a full refund for the other dresses. If you are satisfied with your order, you can buy it again. Before buying again, you can contact our customer service department and we will give you a discount voucher. If you insist on trying it on, because there are no quality problems, you will have to pay for the return postage and potential customs duties.
Note: The colour of the dress displayed on your computer or mobile-phone may be slightly different from the actual colour, this is the problem of display equipment. So if you want to order the bridesmaid dresses in bulk, we recommend you to order our swatches and fabric samples to ensure that the colours of the dresses you finally receive are what you want.
FOR ALL CUSTOM FIT ORDERS
We offer custom sizing for FREE! They are made specifically to your measurements, which will give you a better fit and help a lot to reduce potential alterations. Because of the nature of different materials, a slight measurement tolerance is allowed for both standard size dresses and custom size dresses. Our tailors have also made all dresses with additional fabric in the seams to allow minor size modifications to be made easily. If your customized dress doesn't fit, please contact our customer service team for help. But, please note that if you yourself give us the wrong measurements, the return request will not be accepted. So make sure you triple check all your measurements.
In case that you need local additional alterations of the customized dress for your ideal fit, we offer a limited alterations reimbursement up to 40% of the price of the dress, just send email to service@cicinia.co.uk attached a picture of your receipt from the tailor and we'll do the rest!
FOR ALL ADJUSTMENTS & REIMBURSEMENTS
It’s normal for the slight difference because all of our dresses are handmade.Please kindly understand there may be a slight difference due to manual measurements. Even though we will make your order according to your measurements, it is only basic custom sizing. So you may need additional alterations or adjustments at your expense to get your ideal and fit dress. To provide additional assistance and help, we offer a limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses), you just submit a picture of your receipt from the tailor via email to service@cicinia.co.uk and we'll do the rest! Way too easy? Yes, It’s so easy for you to get the reimbursements!
- Please see reimbursement limits for our custom size dresses below in GBP:
Dress £80 or less - Reimbursement limit £20
Dress £80 - £100 - Reimbursement limit £30
Dress above £100 - Reimbursement limit £40
EXCHANGE POLICY
- We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items.
- If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
Return Process
1.Email our Customer Service: service@cicinia.co.uk within 15 days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service.
2.Once you received the reply from service@cicinia.co.uk , it means your request for return has been approved. Please return the dress to us with the address we provided ASAP. This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. And please send us the tracking number of your return package. We are not able to arrange a refund without this information.
3. All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
CANCELLATION POLICY
We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
Unpaid orders will not be processed. If you do not need it, please ignore it.
If you cancel your order within 24 hours of payment, you will get a partial refund consisting of 95% of the dress price and the full shipping cost.
Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 90% of the dress price and the full shipping cost.
Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 70% of the dress price and the full shipping cost.
Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.
Once your order has been shipped, it can no longer be cancelled.
| Actions | Time Frames | Amount Refunded | |
| Product | Shipping Cost | ||
| Cancellation | Within 24h of order confirmation | 95% | 100% |
| Within 24-72h of order confirmation | 90% | 100% | |
| Within 72-120 hours of order confirmation | 70% | 100% | |
| Over 120h, not shipped | none | 100% | |
| Order shipped | none | none | |
And we can't accept "buy-many-keep-one", 5%-10% of the order value will be charged if you want to cancel the order for this reason.
If you need to cancel your order, please email service@cicinia.co.uk, and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received.
You will get an order confirmation email after payment. Please reply to the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make changes without extra cost if you contact us in 24 hours after payment.