At ICCELY, we strive to offer the best shopping experience, including fast and hassle-free returns. Once your package has arrived, we encourage you to open it to check that the items meet your requirements. Try it on as soon as possible without removing the tags, altering, or washing the item(s). If you are not completely satisfied with your purchase, please read our cancellation & return policy carefully
Please keep in mind that all of our dresses are made to measure. Whether you choose a standard size or custom measurements, each dress is handmade by skilled workers, specifically to the measurements you provide at the time.
For customized items:
- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders cancelled after 24 hours of payment confirmation will be eligible for a partial refund, consisting of full shipping cost and 50% of product purchase price.
- Orders that have already been shipped cannot be cancelled.
For non-customized products:
Orders cancelled before being shipped will be eligible for a full refund.
All of your purchase is ineligible for exchange. Please follow the return instructions and then place a new order for a different item.
Items ineligible for returns:
- Personalized items.
- Perishables&earrings (including jewelry sets with earrings) due to hygienic reasons.
Non-customized items with no quality-related issues:
Products excluding Made-To-Measure Dresses and Made-To-Order Accessories with no quality-related issues can be returned within 7 days of receiving your order. We will issue a full refund of the cost of the returned product if you are not 100% satisfied with your order. For details on the return policy, please choose the region where the order was delivered: European Union or United States and rest of the world
Defective, Damaged or Mis-Shipped Items:
You are qualified to get a full refund, including tax and shipping, if your item arrives defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your return package. Please reach out to our Customer Service team for assistance with processing your return within 7 days of receiving your order.
Please Note: All returns must be in their original condition — unworn, unwashed, unaltered, undamaged, clean, and salable with original tags and packaging. Once any tag has been removed, an item cannot be returned.
Specific Policy for Customized Items
All Made-To-Measure Dresses and Made-To-Order Accessories are customized items, which cannot be returned or exchanged without any reason.
A few things to remember about Made-To-Measure Dresses
Please keep in mind that all of our dresses are made to measure. Whether you choose a standard size or custom measurements, each dress is handmade by skilled workers, specifically to the measurements you provide at the time. Once the tailoring process has begun, the materials cannot be reused. Please understand that items that do not fit properly but are in accordance with the specifications you ordered cannot be returned or exchanged. Your option is to look for a local tailoring service at your own cost.
For some Made-To-Measure Dresses, we have limited choices of sizes and color combinations in stock that are Ready-To-Wear items. You are qualified to get a full refund of the cost of the returned product if you are not 100% satisfied with your purchase of Ready-To-Wear items.Shipping and any rush fees will not be refunded.
Different from a mass production dress, each Made-To-Measure Dress is handmade by skilled workers one dress at a time. Because of this, please understand that the finished dress may vary by approximately one inch in either direction of the specified measurements.
If your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you up to 40% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. Copy of the receipt must be provided to request reimbursement.
If your order specifications differ greatly from the final sizing request (especially for the small dimension), modifications may not be possible. You qualify to get a full refund including tax and shipping. Please reach out to our Customer Service team for assistance with processing your return within 14 days of receiving your order.
The settings of your computer screen may alter the color of the pictures shown on our site. Slight color aberration may not mean that the dress is defective or mis-shipped. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
How to Make a Return
We hope you love your purchase, but if you'd like to return an item, just follow the steps below.
Step1: Request a return
Submit a return request by contacting our Customer Service within 7 days of receiving your order. Please attach the explanations and photographs stating the reason for your return. In the case of size deviation, please note the difference between the actual ordered size and the size of the received item, which will save us processing time and speed up your refund. We reserve the right to not accept the return without prior approval from our Customer Service.
Step2: Pack up & Send off your items
Once our Customer Service has approved your request, we will provide you with a return address and a Product Return Form, which must be completed and included in your returned package. Please send the item(s) through your local post office within 3-5 working days upon receiving the return form.
- Please only use the normal economic Post Office Service.
- Please record your tracking number to follow your return’s progress. ICCELY is not responsible for lost or stolen items.
Step3: Refund processing
All of the return item(s) will go through inspections. We will process the refund within 3-5 working days after confirming 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 funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
All PayPal payments can only be refunded via PayPal, all Credit Card payments will only be refunded to the original Credit Card.
Please Note: We reserve the right not to process the refund if they are returned in unacceptable condition. All returns must be in their original condition — unworn, unwashed, unaltered, undamaged, clean, and salable with original tags and packaging. Once any tag has been removed, an item cannot be returned.
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