Returns & Cancellation Policy – Zimmerformal

Important Product Classification: All dresses are custom‑made unless the product title is marked with "in‑stock". Only items with "in‑stock" in title belong to ready‑to‑wear inventory dresses. Our tailors start fabric purchasing and cutting within 12 hours after full‑payment for bespoke orders. Once fabric is cut, it cannot be resold to other buyers, so our cancellation and return rules differ from ready‑to‑wear items.

1. Order Cancellation Terms

Dress Type	Time of cancellation	Refund Rule	Fee Explanation	Application Rules
Custom‑made gown (No "in‑stock" in title)	Within 12 hours after full payment	100% full refund	Dress price and accessory fees are fully refunded. Original shipping fee and rush‑production fee will be returned without any deductions.	1.Email to Zimmerformal 2.Submit your order ID and clear cancellation request; 3.Refund will be finished within 7‑10 business days after approval.
Custom‑made gown (No "in‑stock" in title)	More than 12 hours before shipment	Only 50% of base dress price can be refunded	1.50% cost deducted for fabric and tailor‑labour loss; 2.Shipping fee and rush‑fee are non‑refundable; 3.If production is nearly finished, we only offer store‑credit instead of cash refund.	Our tailors have cut fabric after 12 hours, the cut‑off materials can’t be reused for other clients. Email application is mandatory.
Custom‑made gown (No "in‑stock" in title)	After parcel dispatched	Cancellation is NOT allowed	We do not accept cancellation after shipment, please follow return‑policy after receiving your package.	Only apply for return after delivery.
Standard‑size gown (Title marked with in‑stock)	Before shipment	Full refund for dress price only	Original delivery fee cannot be refunded.	You can cancel before items are dispatched.
Unpaid order	30 days after placing order	Order will be canceled automatically	No charges.	Unpaid orders will be closed automatically.

2. Return & Refund Rules After Delivery

2.1 Standard‑size in‑stock dresses

If you want to return an in‑stock dress for personal reasons such as disliking the style or improper fit, the dress must remain unworn, unwashed with original tags, dust‑bag and complete packaging intact. You need to get prior approval from our support team. Delivery via DHL or FedEx is not accepted, only post‑office delivery is allowed.

We will refund 80% of the dress price after deducting a 20% restocking fee. The return‑shipping cost is borne by buyers, and import duty will not be refunded. You need to submit your return request by email within 14‑days after you receive the parcel, and send out the gown within 7‑days after our approval.

If your in‑stock gown has factory‑caused quality defects, please send us unboxing video and clear defect photos within 48 hours after delivery. We will produce and deliver a brand‑new gown for you.

2.2 Custom‑made gowns (No "in‑stock" in title)

Returns and exchanges are not accepted for personal reasons including changed event plans or minor fitting differences within 2 cm. Small‑range size deviation of less than 2 cm is reserved seam allowance, you can get alterations done by your local tailor at your own cost.

If we confirm production‑related defects such as wrong fabric or color, broken stitches and measurement error over 5cm, you don’t need to send back your original gown. We will make and deliver a brand‑new gown for you free‑of‑charge.

For minor flaws which can be fixed locally and you do not wish to wait for remaking, you must contact us and provide complete unedited unboxing videos and defect photos within 48‑hours after delivery. Partial compensation up to 25% of your total order can be offered at our discretion. Zimmerformal reserves the final‑say on compensation amount. Once compensation is granted, this claim will be permanently closed. Any self‑alteration without our prior approval will void all after‑sales rights.

All evidence for quality‑related issues must be submitted within 48 hours after receiving the parcel, otherwise we will reject your claim.

3. Non‑returnable Items

• Lingerie and matching accessories for hygiene‑related reasons.
• Clearance‑sale items, sample dresses and bulk group orders.
• Gowns altered, washed, stained with perfume or damaged by customers after delivery.
• Color differences caused by screen display. We suggest purchasing fabric swatches before ordering to avoid this problem.
• Rush‑production fees are non‑refundable once production begins.
• Import duties and customs clearance fees shall be fully paid by buyers under all circumstances.

4. Order Modification Policy

You can adjust measurements, fabric and design details free of charge within the 12‑hour window right after full payment.

Any design changes requested more than 12 hours after payment will incur fabric and labour charges based on modification difficulty, since fabric has already been cut by our tailors.

5. Return Application Process

1. Send an email to support@zimmerformal.com with your order ID, return reason, together with related photos or unboxing videos. Any packages sent without our prior approval will be refused by our warehouse.
2. Only for in‑stock dresses: post your gown within 7 days after we approve your request and share your tracking number with our team.
3. After our warehouse receives and inspects returned in‑stock items, we will process your refund within 7‑10 business days. An extra 3‑5 working days may be required for international bank transfers.

6. Important Notice

All quality‑related issues must be reported with valid unboxing evidence within 48 hours upon delivery. Buyers cannot set the compensation amount by yourselves, since partial compensation is only an optional friendly solution from Zimmerformal.

7. Statutory Consumer Rights

This policy will not override the mandatory local consumer‑protection laws of your country. If local laws provide customers with better refund rights, we will comply with local legal provisions.