I understand that everyone wants peace of mind while shopping for a custom garment online. Please know that our customer service is Miss Madison’s TOP PRIORITY!
You may request an order be cancelled for a full refund within the first 72 hours after an order is placed. To begin the process, please submit the above required information. After the first 72 hours, there will be a 30% restocking fee assessed.
If you have received your item and you are eligible for a return/exchange, you MUST notify us by submitting the above information within 48 HOURS of receipt of your item. YOU MUST NOTIFY US WITHIN 48 HOURS OF RECEIVING YOUR ITEM AND YOUR ITEM MUST BE RECEIVED BY US WITHIN 10 DAYS With an accompanying RETURN AUTHORIZATION FORM. Once received and approved, refunds are processed within 14 business days to the payment method that was originally used. WE CANNOT ISSUE A REFUND TO A SEPARATE PAYMENT METHOD.
If you are in need of a different size and/or color or a different dress, we will work with you to get you the item that you need in a timely manner. PLEASE DO NOT ASSUME WE CANNOT ACCOMODATE YOU. Our customers are the most important part of our business. We will work with you to get you the dress that you need within the time frame you need.
ITEMS THAT ARE ELIGIBLE FOR A REFUND / EXCHANGE
- You’ve received your item within the last 48 hours.
- You’ve received your dress and:
- it doesn’t fit
- you don’t like the color
- decided you’d rather have a different dress
- Dress is undamaged
- please be mindful of scents and/or smells – perfumes, pet smells and smoke can all be conditions that would warrant ineligible items.
- Dress is unworn
- Dress is unaltered
- You have contacted us and submitted the required information within 48 hours of verifiable tracking information.
- Dress was damaged in transit (photo’s must be submitted with request)
- Original dress ordered is a size small-large
ITEMS THAT ARE INELIGIBLE FOR A REFUND / EXCHANGE
- Custom Orders
- dress size XS and XL. We are not able to resell these two sizes.
- Face Masks
- Items that have been worn.
- It has been more than 48 hours since you received your item and you did not contact us.
- It has been more than 10 days since you have received your item.
- You return your item WITHOUT the Return Authorization Form.
- RTS / Ready to Ship Items
- Sale Items
- Maternity Shorts
- Items that have been altered or damaged By the customer.
- Customized Items (i.,e.: mixed sizing, mixed colors, cut to a specific length, sleeve additions, length additions, chiffon / underskirt additions)
- Rush Order Processing Fee’s
- Shipping Fees
FAQ
- I need to return my item, will I receive a full refund?
- Because every dress is made to order (Literally scissors do not touch fabric until an order is placed) we charge a 30% restocking fee for an item you wish to return. The only exceptions to this are:
- If the shipping delay is due to my error
- Your order is wrong and there were clear instructions on your order as to your desired specifications.
- If purchasing a maternity gown and there were health issues that prevented the intended photo shoot and/or baby shower from taking place.
- Because every dress is made to order (Literally scissors do not touch fabric until an order is placed) we charge a 30% restocking fee for an item you wish to return. The only exceptions to this are:
- I’ve been approved for a refund and have returned my dress. How long before I see my refund?
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- Refunds are processed on Fridays and can take up to 14 business days to process.
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- I’d like to exchange my dress for the same dress in a different size/color
- There is no charge for an exchange for the same dress in a different size / color
- How much time is required to exchange?
- Generally, we need 14 days to exchange an item. This does not mean that we cannot accommodate you if your event is sooner than 14 days. Always submit the above information with as much information as possible. We’ll get in touch with you immediatley.
- I’d like to exchange my dress for a more / less expensive item – what happens then?
- if you are exchanging for a more expensive item, you will be invoiced for the balance, which must be paid before your new item can be shipped
- If you are exchanging for a less expensive item, you will receive a store credit for the remaining balance.
- USPS delayed my shipment – can I get a full refund?
- Because I cannot control the post office, FedEx or, UPS, I cannot issue a full refund based on a shippers shipping delays nor do we refund shipping charges.
- I need an alteration made to my dress ~ is there enough time?
- While we do need a little time to do alterations, depending on the alteration, we can usually get them done and turned around within a day. If this is offered to a customer and the customer refuses, requesting instead to “Return” the item, they are welcome to do so, however, the standard 30% restocking fee would apply.
- I purchased rush order processing with my dress, will this fee be refunded?
- Rush order processing is a service that is non-refundable.
If there is ever a problem with your order, I always make every effort to work with my customers, Just send me an email and I will do all that I can.