Letanse Return & Exchange Policy

Overview

We aim for your full satisfaction with every wedding dress & apparel order. Please carefully read our complete return, refund, exchange and cancellation rules below, categorized for Wedding & Party Made-To-Order Dresses and Casual Apparel, Shoes & Accessories separately.

1. General Eligibility for Returns

Valid Return Time Window

All eligible items must apply for a return request within 30 calendar days after order delivery (receipt of package). Late applications will not be accepted.

Mandatory Item Condition Requirements

All returnable goods must remain unwashed, unworn, undamaged, kept in original new condition, with all original tags, packaging and accessories fully intact. We reserve the right to reject returns and refuse refunds if returned goods fail inspection with worn, stained, damaged or missing original attachments.

Non-Returnable Items (Final Sale, No Return/Refund Allowed)

The below categories cannot be returned or refunded under any circumstances except confirmed manufacturing quality defects:

1. All fully customized made-to-measure dresses

2. Rush orders, purchased delivery insurance fees, virtual products, gratuity tips, lingerie, fabric color swatches, disposable goods

Special Notice for Refused Package Delivery

Once your order has been dispatched, we cannot process returns for refused delivery. If you decide you no longer want the item after shipment, you must receive the package first then submit a formal return application following our process. Refusing package acceptance will delay or invalidate your refund application.

Exclusive Product Rules

A small number of individual items carry unique return terms. Please check the dedicated policy notes on each corresponding product detail page before purchase.

2. Definition of Customized (Non-Returnable) Made-To-Order Dresses

Any dress falling under the below custom options counts as a customized final-sale product, non-refundable for size preference, style change or personal dislike:

1. Custom tailored size / bespoke body measurements, plus unusual sizing (00-0, 16W-32W)

2. Custom color selection, or picking a color different from the main listing display photo

3. Custom back design modifications, pattern & style alterations against the original design

4. OEM custom reproduction based on customer-provided external dress images

3. Return Shipping & Fee Rules

1. Buyer-Borne Costs for Non-Quality Returns For returns caused by personal reasons including poor fit, personal dislike, ordering multiple sizes to try, changed mind or wrong personal size selection:

· The buyer shall cover both outbound original shipping cost and full return shipping fees, plus all packaging and labor processing fees.

· A restocking fee of 20%–50% of the item price will be deducted from your final refund amount based on your specific return reason.

· Original free-shipping promotions on your order will be voided for voluntary returns; we will deduct the actual subsidized outbound shipping, packaging and labor expenses from your refund.

1. Our Full Liability for Our Side Defects We offer a 100% full refund (including tax and original outbound shipping cost) for items delivered with confirmed damage, factory defects, or mis-shipped wrong items. Contact our customer service immediately for dedicated return guidance for these cases.

2. Customs Risk Responsibility If your returned parcel is detained, seized or charged customs duties during transit, all relevant customs fees, fines and risks shall be borne solely by the buyer.

4. Tailor Alteration Cost Reimbursement (For Wedding & Party Dresses Only)

Poor fit caused by personal size selection is not deemed a seller error. To deliver premium service for our bridal customers, we provide partial reimbursement for local tailor alteration fees, capped based on your dress purchase price (USD):

· Dress price ≤ $59: Max reimbursement limit $20

· $60 ≤ Dress price ≤ $99: Max reimbursement limit $35

· $100 ≤ Dress price ≤ $199: Max reimbursement limit $50

· Dress price ＞ $200: Max reimbursement limit $75

How to claim reimbursement: Send your tailor’s official receipt photo via email to service@letanse.com, and our team will complete the review and settlement for you.

Important Color Difference Disclaimer

Color deviation between different fabric materials does not qualify as a color error. For example, the tone of Burnt Orange on chiffon fabric will naturally differ from Burnt Orange on silk satin fabric, which is a normal material characteristic and not eligible for quality returns. We always replicate listing photos as closely as possible, but minor color and craft differences cannot be fully eliminated due to bulk fabric batches and regular craftsmanship upgrades. Routine production craft optimizations for the same dress style are normal iterations and not regarded as product flaws.

5. Complete Step-by-Step Return Process

1. Submit your official return request via our dedicated email: service@letanse.com within the 30-day return window. Clearly state your return reason, and attach required photos/videos for verification.

2. After your application is officially approved, our team will send you our official return address. Please ship back the item via your local post office within 3–7 business days, and send us your return tracking number promptly.

3. Our warehouse will conduct strict quality inspection upon receiving your returned package to verify the condition and match your stated return reason.

4. Once inspection is passed and confirmed, we will initiate your refund immediately. Funds will be returned to your original payment account within 3–7 business days. The exact arrival time depends on your bank or payment provider processing speed, and your financial institution may charge a small independent transaction fee out of our control.

6. Exchange Policy Statement

Currently, we do not support direct product exchanges. Since nearly all our wedding dresses are made-to-order, we hold no ready-made finished stock for direct exchange replacement. If you need a different size/style: Complete the eligible return process for your unwanted item first, then place a brand-new order for your desired product. This return & reorder solution is limited to one-time use per order only. Please double-check color, size and specifications carefully for your new order, and email us anytime if you need assistance. Promotions, discount codes and preferential pricing used on your original order cannot be reused on your new reorder.

7. Order Cancellation Policy

All our dresses start tailoring production immediately after order confirmation for fast fulfillment. If you need to modify or cancel your order, you must submit your request within 24 hours after payment completion:

1. Cancel within 24 hours of payment confirmation: Full 100% refund applicable

2. Cancel between 24–48 hours after payment confirmation: Refund includes full outbound shipping cost + 70% of the product price

3. Cancellation requested later than 48 hours after payment confirmation: Refund includes full outbound shipping cost + 50% of the product price

4. Once the order has been shipped out from our warehouse, order cancellation is permanently unavailable. Any order modification requests will incur corresponding adjustment fees, which our service team will notify you of in advance.

Final Supplementary Notes

1. Purchased delivery worry-free insurance fees are charged by a third-party insurance provider, and cannot be refunded after your order has shipped. You may click the dedicated insurance details page to view full terms.

2. All policy interpretation rights are reserved by letanse. If you have any questions about returns, refunds, cancellation or exchanges, please contact our customer service team anytime at service@letanse.com.