Cancellation Policy
Cancellation Policy
We understand that plans can change. Because every ONTOEFY dress is made to order, please contact us as early as possible if you need to cancel.
Within 24 hours of payment confirmation
You may cancel your order for a full refund. Email service@ontoefy.com with your order number.
24–72 hours after payment confirmation
You may cancel for a refund of 70% of the product price plus the full original shipping fee. The remaining 30% covers fabric cutting, tailoring preparation and production costs.
More than 72 hours after payment confirmation
Your order has entered production and can no longer be cancelled. You may still return eligible standard-size items after delivery under our Return Policy & Instructions.
After your order has been shipped
Orders cannot be cancelled once they have been dispatched. Please wait for delivery and then follow the return process if the item is eligible.
How to request a cancellation
Email service@ontoefy.com with:
- Your order number
- The item(s) you want to cancel
- The reason for cancellation
Our team will confirm whether the order can still be cancelled and reply within 24 business hours.
Refund timing
Approved refunds are processed within 3–5 business days. Your bank or payment provider may take an additional 3–7 business days to post the refund.
Custom and final-sale items
Custom-size and custom-color dresses are made specifically for you. The cancellation time limits and refund amounts above also apply to these dresses, regardless of whether production has started. They are not eligible for returns due to a change of mind or personal preferences, except for damaged, defective or incorrectly shipped items.