As a Hong Kong-headquartered global e-commerce platform specializing in women’s dresses, DREAMTHRIVE LIMITED crafts a fair, dress-friendly return policy—tailored to protect delicate fabrics and meet your needs. Below are 18 key details, with support available via our office (RM 509, 5/F, THE CLOUD, 111 Tung Chau Street, Tai Kok Tsui, Kowloon, Hong Kong), phone (+852 54849808), or email ([email protected]):
- Standard Return Window
We accept returns for women’s dresses within 30 calendar days of delivery (confirmed via tracking). This timeframe lets you try on dresses for fit or inspect fabrics without rush.
- Core Return Conditions
To qualify:
- Dresses must be unworn, unwashed, and free of stains, perfume, or deodorant marks.
- Original tags (size labels, brand tags) must stay attached—do not cut or remove them.
- Formal dresses (e.g., satin gowns) must have no snags or loose threads from handling.
- Non-Returnable Items
Certain dresses are final sale due to hygiene or customization:
- Undergarment-style dresses (e.g., slip dresses) if the hygiene seal is broken.
- Customized dresses (e.g., monogrammed bridesmaid dresses, made-to-measure gowns)—marked “Final Sale” on product pages.
- How to Initiate a Return
Start in 3 steps:
- Log into your account and go to “Order History.”
- Select the dress order, then click “Request Return.”
- Choose a reason (e.g., “too big,” “fabric not as expected”) and wait for a Return Authorization (RA) number (sent via email within 24 hours).
- Mandatory RA Number
Write your RA number on the return package. Packages without it will be rejected—we can’t link them to your order, delaying resolution.
- Return Packaging Guidelines
Repack dresses to avoid damage:
- Use the original box if possible; fold dresses with tissue paper to prevent creases.
- For formal dresses, wrap in a soft bag (like the one included with your order) before boxing to avoid snags.
- Return Shipping Cost Rules
- Free return shipping: If the return is our fault (e.g., wrong size sent, defective stitching, fabric flaws), email a shipping receipt to [email protected] for reimbursement.
- Customer-covered shipping: For change-of-mind returns (e.g., “didn’t like the color”), you pay shipping—use a trackable carrier to avoid lost packages.
- Exchange Options
Instead of a refund, exchange dresses for a different size, color, or style (if in stock). Exchanges follow the 30-day window and same conditions as returns—select “Exchange” when initiating the request.
- Defective Dress Resolution
Report damaged/defective dresses within 7 days of delivery:
- Email [email protected] with your order number and clear photos (e.g., torn seam, stained fabric).
- We’ll send a pre-paid return label and arrange a free replacement or full refund.
- Refund Timeline & Method
Once we receive and inspect your dress (3–5 business days):
- Refunds go to your original payment method (credit card: 5–7 days; PayPal: 2–3 days).
- We refund the full dress price—original shipping fees are only reimbursed if the return is our fault.
- International Return Guidelines
For global customers:
- Ship returns to our Hong Kong office (address above); mark packages as “Returned Goods” to avoid customs duties.
- Allow 10–14 days for returns to arrive—we recommend using a fast, trackable service.
- Gift Return Process
If you received a dress as a gift:
- Ask the purchaser for the order number, then email [email protected] to request a return.
- We’ll issue a store credit (valid 12 months) so you can pick a new dress that fits.
- Late Return Handling
Missed the 30-day window? Email [email protected] with your reason (e.g., “delayed delivery”). We may approve late returns with a 20% restocking fee.
- Return Inspection Standards
Our team checks returned dresses for:
- Wear (e.g., stretched fabric, makeup stains).
- Tag removal or damage.
- Alterations (e.g., hemmed hemlines)—altered dresses are rejected.
- Restocking of Returned Dresses
Approved returned dresses are cleaned, inspected, and re-tagged before resale—we ensure they meet our quality standards for other customers.
- Return Status Tracking
After sending your dress, use your carrier’s tracking number to monitor delivery to our office. Once received, we’ll email you to confirm inspection and refund/exchange progress.
- Size Dispute Support
If a dress doesn’t match the size guide:
- Email [email protected] with your measurements and the dress’s actual measurements.
- We’ll review and may approve a free return, even if it’s a change-of-mind request.
- Return Support Channels
For questions (e.g., “where’s my refund?”):
- Phone: +852 54849808 (Mon–Fri, 9 AM–6 PM HK Time)
- Email: [email protected] (24-hour response)
- Office: Visit by appointment (for local Hong Kong returns only)
At DREAMTHRIVE LIMITED, we know returns are part of dress shopping—whether a fit is off or a style isn’t right. Our policy balances quality protection with your convenience, ensuring a smooth experience.