RETURN POLICY

Most items sold on ONTOEFY may be returned for a refund within 14 days upon receiving your order if they meet all applicable return requirements listed below. If you receive your package and find any quality issues with our product, please contact our customer service team ASAP.

Note: Any returned items without informing and contacting us in advance, no refund will be initiated.

General Return Policies

We take great pride in our handmade products and strive to ensure the highest quality for each and every item. Due to the nature of our production process(Our dresses are Made-To-Order. Whether you choose a standard size or custom measurements, our tailors craft each dress to order.), we regret to inform our customers that we do not support the "buy many, keep one" practice. We highly recommend reviewing our Sizing Guide before buying.

We ask our customers to carefully consider their purchases and only order the items they truly intend to keep. We have implemented strict quality control measures to ensure that all products meet our high standards before being shipped to our customers. In the event that a product does not meet our quality standards, we will gladly offer a replacement or refund.

1.Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s). Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us.

2.Color Errors: If the color of the item received is not what was ordered, you are qualified to get a full refund.

Cancellation Policy

  • We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind.
  1. Please contact us at service@ontoefy.com in 24 hours after order confirmation. You’ll get a full refund after canceling the order.
  2. Orders canceled within 24-72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of product purchase price.
  3. Orders canceled more than 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.

  4. Once your order has been shipped, it can no longer be canceled.

  • After payment, you will receive an order confirmation email. Please reply to the email within 24 hours if you need to change any information. Any changes made after we start tailoring may result in extra costs, as it may require the use of new materials. To avoid any additional fees, please clearly communicate any changes by replying to the order confirmation email within 24 hours after payment.

Return Policy:

① For All Standard Size Orders

We offer a full refund if the dress doesn't fit. However, please note that the shipping and rush fees will not be refunded. Additionally, the charges for shipping the dress back to us will be borne by you, the customer. So please double check your measurements and color selection before placing your order to avoid any issues.

We assure a hassle-free experience with our full refund policy, including shipping and rush fees (if applicable), for any standard-size dresses that are damaged, defective, or mis-shipped. Please provide pictures as proof of quality issues.

The item must be shipped back within 14 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.

② For All Custom Fit Orders

Customized dresses are made just for you and no one else. So we are sorry that we cannot accept returns on custom dresses. However, if there are any damaged, defective or mis-shipped items, we will offer a refund or resend new ones to provide a hassle-free shopping experience.

If you receive a damaged or defective dress that is caused by Ontoefy, please kindly send us an email at service@ontoefy.com as soon as possible. Our team will promptly review your request and follow up with any necessary steps.

However, if you need any alterations, please take your dress to a local seamstress, and we will reimburse you for the cost of the alteration. (To be eligible for reimbursement, please send us a picture of your receipt from the tailor.)

③ Return Conditions

  • The following items are not returnable:
    • Custom Size Dresses
    • Custom Color Dresses
    • Final Sale Items
  • All returnable items must be unwashed, unworn, and in original condition with their tags still attached. Returns will not be accepted for any items with obvious signs of wear, alterations, or missing tags.
  • Please do not ship items back to us without prior approval. If you need to return an item, please contact our customer service team first to obtain approval and further instructions. Orders that are sent back to us without approval may be rejected, and we want to ensure that your return is processed smoothly and efficiently.
  • No returns or exchanges will be accepted after 14 days of receipt.

Return Process

Please submit a return request via email (service@ontoefy.com) within 14 days of receiving your order to make sure you are eligible for a return.

  • Please supply photos or other evidence that clearly shows the problems, including quality issues, damage during shipping, color/ style/ size errors.
  • All returned items must be in original condition, unwashed, unaltered, undamaged, clean and with the original tags and packaging.

Please note:

  • Please contact us to get a return address.
  • Please send back the dress with the original packing we use.
  • Please send us the tracking number of your return package (We are unable to arrange a refund without this information). Please keep the tracking number safe.

You need to pay the shipping fee from your address to Ontoefy when you returned it back. After we received your returned dress, the refund will be processed within 3~5 workdays. Once the refund has been processed by us, it usually takes 3-7 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.

Exchange Policy

We are sorry that we are currently unable to offer an exchange service for dresses. If you have purchased an item and would like to exchange it for a different size, style, or color, you will need to return the item for a refund and place a new order for the correct item.

Please Note: You need to pay the shipping fee from your address to Ontoefy when you return it back.