It is our mission to provide the highest customer satisfaction and stress-free shopping experience at our shop. To ensure of that, we offers a refund or exchange policy for our customers. The refund or exchange will only be accepted if Down The Aisle Atelier and the customers have reached a mutual agreement within 3 days of the receipt (3 days from the date parcel is delivered to your shipping address). Please kindly read the terms below:
The returned item for refund will need to be in the same condition as it was received and not used or worn. We will refund the price of the piece minus 30%* handling fees excluding shipping. Customers will be responsible to pay for all shipping fees incurred.
*30% of the purchased value
We allow one-time exchange per each purchased item. The returned item will need to be in the same condition as it was received and not used or worn. 0% handling fees will be charged for an exchange but the customer is required to pay for all the shipping fees incurred.
If the newly selected item for exchange has a lower value than the returned item, the balance value will be refunded. If the newly selected item for exchange has a higher value than the returned item, customer will be required to settle the additional cost difference. Customers will be responsible to pay for all shipping fees incurred.
Items exchange will be processed after original purchased item is received and checked for its condition. Since our items are all handmade, the newly selected item for exchange will require standard production time of 2-3 weeks as new purchased.
Once a refund/exchange is mutual agreed by both the customer and Down The Aisle Atelier, please kindly ship back the item within the mutually agreed time frame using a traceable shipping method. If the refund/ exchange item that we received is damaged, we will deduct the damage cost from the refund/ exchange amount. We will complete the refund process within a week, and 2-3 weeks for exchange process once we've received the returned item.
Please kindly note that we do not accept refund or exchange for all custom made or rush orders.