Return Policy
Vlrru return policy
1. Return requirements
Quality issues: If the dress you received exhibits quality defects, such as damaged fabric, cracked seams, missing accessories, or obvious workmanship flaws, you May request a return. We promise to provide a 100% refund for returns due to quality issues. Please contact our customer service team within 7 business days of discovering the problem, describing the issue in detail, and providing photos as proof so we can process your request as quickly as possible.
Nonquality issues: For returns not related to quality issues, the dress must be in new condition, meaning it has not been worn, washed, or altered, with all tags and labels intact and the packaging intact (including the original dust bag and box), ensuring it is not susceptible to resale. Such returns must be submitted within 14 days of receipt. Due to the unique nature of dresses, we cannot process returns for items that have been worn, washed, or show obvious signs of use, even within the stated return period. Please understand.
2. Return process
Return request: You can request a return by the following methods:
Log in to the Vlrru official website, find the order in "my orders," click the "request return" button, and follow the prompts to fill in the reason for your return and related information.
To contact our customer service team, you can email service@Vlrru.Com (service hours: Monday to Friday, 9:00 am -6:00 pm, excluding holidays) and provide your order details and reason for return. Customer service will assist you in completing the return process.
Return review: Upon receiving your return request, our customer service team will review it within 1-3 business days. For returns due to quality issues, we will quickly confirm and arrange the return. For returns not related to quality issues, we will review the product information you provided to ensure it meets the return requirements. If your return request is not eligible, we will contact you to explain the reason.
3. Return shipping: After review and approval, we will provide you with a return address. Please return the item to the designated address. To ensure the safe return of your merchandise, we recommend using a courier with tracking information and keeping the tracking number and receipt for the returned item. Return shipping costs are your responsibility, unless the return is due to a quality issue on our part. If the return is due to a quality issue, we will reimburse you for reasonable return shipping costs (based on our standard shipping fee amount; please contact customer service for details).
Return inspection and refund: Upon receipt of your returned merchandise, we will inspect it within 3-5 business days. If the item is eligible for return, we will process a refund using your original payment method. Refund processing time May vary depending on the payment method. Generally, credit card refunds are processed within 7-15 business days, while other payment methods, such as alipay and wechat pay, are processed within 3-7 business days. Please be patient. If you do not receive your refund within the expected timeframe, please contact our customer service team for verification.
Custom dresses: Since custom dresses are made to your exact measurements and personalized designs, they cannot be resold once production begins. Therefore, returns are not accepted unless there are serious quality issues. If a custom dress does have quality issues, we will provide free alterations or re-production services. The specific solution will be determined based on the specific circumstances.
Promotional items: Items participating in specific promotional events (such as limited time discounts, purchase discounts, etc.) May be returned, provided they meet the aforementioned return requirements. However, if the promotion specifically states that promotional items are not returnable, the promotional rules will apply. When purchasing promotional items, please carefully read the promotional details and related instructions.
Gifts: If your purchase includes a gift, please return the gift with the return. If the gift is used, damaged, or lost, the value of the gift will be deducted from your refund.
5. Notes
Invoice handling: When returning an item, please include the original purchase receipt. Lost or damaged invoices May affect your return and refund process. If you selected an electronic invoice when purchasing, we will void the original electronic invoice upon return.
Customs taxes: For international orders, if customs taxes and fees are applicable, you will be responsible for requesting a refund of any fees paid by contacting the relevant customs authorities upon return. We cannot assist with this process. You will also be responsible for any customs taxes and fees incurred during the return process. Please fully understand the relevant customs policies and fee regulations.