Return Policy

General Return Eligibility

• Eligible standard-size gowns and accessories can be sent back within 14 calendar days after delivery.
• All returned goods must remain unworn and unwashed, keeping all original tags intact and resalable.
• You must receive our written approval prior to sending items back. Shipments returned without pre-authorization will be refused upon arrival.
• We do not accept collect-on-delivery return parcels. For customer-initiated returns, buyers bear the return shipping expense. Original and expedited delivery charges will not be refunded.
• For non-quality related reasons (such as poor fit, style dissatisfaction, ordering multiple items for trial fitting, etc.), the buyer covers return postage. A restocking fee ranging from 20% to 50% will apply and will be assessed on a case-by-case basis.
• We will decline return requests for packages rejected by customers. In such cases, only 40% of your payment can be refunded. If you intend to return items, please reach out to us once you receive your parcel.

Items Not Eligible for Return

• Certain custom orders cannot be returned, including the following:
• Custom-made / made-to-measure gowns, including custom size and custom color orders.
• Items marked Final Sale or clearance merchandise.
• Products damaged from customer wear, self-alterations or improper storage.

Exchange Policy

Direct exchanges are not available. Most of our gowns are crafted on demand without ready stock. If you want a different item, you may submit a return request for unwanted goods (if eligible) and place a separate new order. New orders are charged at current pricing and follow the latest production timeline; discounts applied to your original purchase cannot be reused.

Damaged, Defective or Incorrect Orders

If your delivered package arrives damaged, defective or mismatched with your order, please contact customer service with your order number and photo or video proof within the 14-day return window for assessment. Requests submitted after this time frame may not qualify for a full refund.

Return Request Process

• Step 1 – Submit your application: Email service@gownlina.com, attach photos or videos of the product along with your order ID. Our team will review your submission within 3 business days and notify you of the decision.
• Step 2 – Send your items back: Once your return request gets approved, we will send you the authorized return address via email. Do not send items to our original outbound warehouse unless you receive this approved return address. We strongly recommend using a trackable shipping service with signature confirmation. We hold no responsibility for parcels lost while in return transit.
• Step 3 – Refund issuance: After receiving your returned parcel, we will inspect the goods within 3–5 business days and process refunds accordingly. Most refunds will be fully processed within 7 business days after we receive your package. Funds will be returned to your original payment method, and a confirmation email will be sent once your refund is issued. Please note original shipping fees and return delivery costs are non-refundable. Please allow an additional 3–7 business days for your bank or card provider to release funds to your account. The actual arrival timeline is fully determined by your financial institution.

Key Notes

• Once your return shipment is en route back to our warehouse, we are unable to resend items to you. Please make sure no non-Gownlina belongings are included inside your return package, as we cannot return these third-party items.
• Once your refund is processed, a confirmation email will be sent to the email address linked to your order. For valid standard returns, we refund only the product price plus applicable taxes. Original shipping fees and expedited delivery surcharges are non-refundable.
• We offer discounted shipping rates to deliver an affordable shopping experience. Be aware that the actual shipping, packaging and labor costs are considerably higher. When handling refunds, real logistics, packaging and labor expenses may be deducted to cover these operational costs. Thank you for your understanding.

Order Cancellation Terms

Our gowns are made to order. Once production begins, fabrics are cut and materials are used specifically for your gown. These materials cannot be restored to their original condition or reused for another order, and production costs are incurred as work progresses. For this reason, the refund available depends on when you submit your cancellation request.

• Unpaid orders auto-cancel after 1 day.
• Cancel within 24 hours after payment: full refund.
• Cancel 24–72 hours after payment: 80% refund plus shipping fee.
• Cancel 72–120 hours after payment: 50% refund plus shipping fee.
• Cancel > 120 hours after payment: shipping fee refund only.

If you wish to cancel your purchase, send your cancellation request to our support email.