1. Cancellation Policy

Our dresses are Made-to-Order. As soon as payment is confirmed, the tailoring process begins. This means that labor and material costs are incurred immediately. To request a cancellation, please email us within the specified timeframes:

• Within 24 hours of order confirmation: You are eligible for a Full Refund (including shipping).
• Within 24–72 hours of order confirmation: You are eligible for a 70% Product Price Refund and a 100% Shipping Cost Refund.
• After 72 hours of order confirmation: You are eligible for a 50% Product Price Refund and a 100% Shipping Cost Refund, as production is already underway.
• Once shipped: Orders cannot be cancelled. (You may initiate a return upon receipt, if the item is eligible).

If you need to change any order information (e.g., size or color), please reply to your order confirmation email within 24 hours of payment. Requests for changes after production has started will be addressed through direct communication and may incur additional costs.

2. Return Policy

3. Return Conditions

All return requests must be issued within 14 days of the item's arrival to you. The 14-day period includes weekends. Returns will not be accepted after this 14-day window.

The following items are strictly not returnable:

• Custom Fit Dresses
• Custom Color Dresses
• Custom Style Dresses
• Final Sale Items

Condition Requirement:

To be eligible for a return, the item must be unwashed, unworn, unaltered, undamaged, clean, and in its original condition. The original tags, labels (including leather labels, if any), and packaging (protective filling) must still be attached and intact. Returns will not be accepted for any items with obvious signs of wear, alterations, missing tags, or a removed anti-shoplifting device. Elirelle reserves the right to refuse unauthorized returns.

4. How to Initiate a Return

1. Submit a return request via email to support@elirelle.com within 14 days of receiving your order.
2. Include clear photos or video evidence showcasing the issue (e.g., quality issues, shipping damage, size/style/color errors).
3. Once your request is approved, our Customer Service team will verify your case and provide you with a unique, accurate Return Address and detailed shipping instructions. Please do not send your package back to the address on our website or on the package, which is not our return address.
4. Ship the item back in its original condition and packaging. You must send us the Tracking Number of your return package, as we cannot arrange a refund without this information.
5. You are responsible for paying the shipping and tax fees for returning the package from your address to us.

5. Refund & Exchange Policy

Refund Processing:

After we have received and inspected your returned item, the refund will be processed within 7 business days. A full refund, including original shipping and rush fees, will be provided for confirmed damaged, defective, or wrongful shipping cases. The refund will be credited back to your original payment method. Depending on your financial institution, it may take 1-7 business days for the funds to appear in your account.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Exchange Policy:

We only replace items if they are defective, damaged, or mis-shipped by Elirelle. For exchange requests, please email us at support@elirelle.com.

6. Note on Handcraftsmanship

As Elirelle dresses are hand-sewn and custom-tailored, please note that the finished garment may vary by approximately one (1) inch in either direction from your specified measurements. We kindly ask for your understanding that this slight difference is a natural result of the manual measurement and sewing process.