Return Policy & Instructions
Need help with a return? We’re here to help.
Return Policy
You may request a return within 30 days of delivery.
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Begin your return
Email service@ontoefy.com to request return authorization. -
Return your item
Once your request is approved, follow the return instructions below and send us your tracking number.
How to Return
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Begin your return
Email service@ontoefy.com within 30 days of delivery. Include your order number, the items you wish to return, and the reason for your return. If an item is damaged, defective, or incorrect, please also include photos showing the issue. -
Wait for approval
Once your request is approved, we will email you your return authorization, return address, and shipping instructions. Please do not send items back without approval or send them to our office address. -
Send your item back
Ship your return within 3–7 business days after receiving your return authorization and the return address. Use the original packaging and email us the tracking number. -
Inspection & refund
After receiving your return, we will inspect the items to confirm they meet the applicable return conditions and review any reported damage, defects, or order errors. Once your refund has been approved and processed, it usually takes 3–7 business days to appear in the account associated with your original payment method, depending on your bank or payment provider.
Return Conditions
For returns due to a change of mind or fit preferences, items must be unwashed, unworn, unaltered, and in their original condition, with the original tags still attached.
Non-returnable items: customized products and products that have been altered, washed, or worn.
Some items may be subject to item-specific return policies. Please check the product description for details.
If your item arrives damaged, defective, or different from what you ordered, please contact our team with photos so we can review your request for a refund or replacement. This also applies to customized products.
Return Shipping & Fees
For returns for reasons not attributable to ONTOEFY, such as fit issues, a change of mind, or ordering multiple items to try on and keeping only one, the buyer is responsible for the original and return shipping costs. A restocking fee of 20%–50% will also be charged, depending on the circumstances of the return. Actual shipping, packaging, and labor costs will also be deducted from the refund. The restocking fee does not replace these costs.
We subsidize the shipping fees charged at checkout. For returns for reasons not attributable to ONTOEFY, actual shipping, packaging, and labor costs will be deducted in addition to the restocking fee described above.
For standard-size dresses confirmed to be damaged, defective, or incorrectly shipped by ONTOEFY, we offer a full refund, including the original shipping and rush fees, where applicable.
| Return Reason or Service | Policy |
|---|---|
| Returns for reasons not attributable to ONTOEFY | The buyer pays the original and return shipping costs |
| Restocking fee for returns for reasons not attributable to ONTOEFY | 20%–50%, depending on the circumstances of the return; actual shipping, packaging, and labor costs are additional |
| Local alterations for fit issues not caused by ONTOEFY | Partial reimbursement of alteration costs, up to 20% of the product purchase price; a tailor’s receipt is required |
| Time for a processed refund to appear in your account | Usually 3–7 business days |
Your bank or payment provider may charge a small transaction fee.
Returns for Customized Products
Dresses made to your personal measurements or with custom colors, design changes, or other modifications agreed with our team are not eligible for returns due to a change of mind or personal preferences.
If your customized dress arrives damaged, defective, or different from the specifications agreed with our team, please email service@ontoefy.com with your order number and photos of the issue so we can review your request for a refund or replacement.
Exchanges & Important Notes
For quality-related issues, we can arrange a replacement or a return followed by a new order. Please contact our team for approval and instructions.
If you would like a different size or color for reasons unrelated to a product defect or order error, please email our team before returning your item so we can advise on the available options and applicable return conditions.
If you change your mind after your order has shipped, please accept delivery and then contact us to arrange a return. Refusing delivery prevents us from processing the return through our usual procedure and may affect your refund.
The appearance of a color can vary between fabrics. For example, burnt orange chiffon may look different from burnt orange silk satin. This variation does not, on its own, mean that you received the wrong color. If you believe an incorrect color was sent, please contact us with photos for review.
We regularly update our dressmaking techniques and production methods based on customer feedback. Minor construction differences resulting from these updates are not, on their own, considered defects. If you believe your dress has a quality issue or differs from what you ordered, please contact our team for review.
We reserve the right to decline a refund if returned items do not meet the applicable return conditions stated above.
For the full details, please read ONTOEFY’s Return & Refund Policy.