Return & Refund Policy

Shop With Confidence at Vulldy

We want every customer to feel wonderful in your special-occasion gown. If your purchase is not fully satisfying, we offer a clear return and refund process to support you. This policy applies for all orders placed on vulldy.com.

Return requests need to be submitted within 14 days after you receive your package. Requests submitted after this window unfortunately cannot be processed. Customers are responsible for international return shipping costs to our warehouse in China (estimated $15–$35 USD depending on the carrier). Please contact us at service@vulldy.com before initiating a return.

Return Eligibility

To process your return smoothly, please kindly ensure your returned item meets the following simple conditions:

• The gown remains unworn, unwashed, free of makeup stains, odors and physical damage.
• All original tags, labels and protective packaging stay fully attached and intact.
• The item has not been altered, tailored or modified by any third-party.
• Your return request is sent within our 14-day return window after delivery.

Items That Are Not Eligible For Return

Certain special-order products cannot be returned, these include:

• Custom-made / made-to-measure gowns, including custom-size and custom-color orders.
• Products marked as Final Sale or clearance items.
• Items damaged due to customer wear, self-alteration or improper storage.

Return Steps

If you are not satisfied with the dress you received, you can request a return by following these simple steps:

1. Email our support team at service@vulldy.com within your 14-day return period after receiving your parcel. Please share your order number and brief reason for return, and attach clear photos showing the full gown and original tags.
2. Our customer service will review your application within 1–3 working business days. If approved, we will send you the return shipping address via email. Once you receive our approval, please send the item back to the provided address as soon as possible within 3–7 days.
3. When packing the return parcel, please put a note inside including your Order Number, Email and Full Name. Without this information, we may not identify your package and cannot process your refund.
4. Once you receive the return address, please arrange shipment for your package and keep your shipping tracking number safely. Kindly send us your tracking number after you ship out your return parcel.
5. After we receive and inspect the returned gown, we will process your refund within 3–5 business days if the item meets our return requirements. Once we release the refund, it generally takes 10–15 business days for the funds to appear back in your account, depending on your bank or payment provider.

Return Shipping & Restocking Fee

For all customer-initiated returns, return shipping costs are the customer’s responsibility. Please note that the original shipping fees paid at checkout are non-refundable.

For returns due to customer-related reasons, such as fit issues, personal dislike, purchasing two items to try and keep only one, and other similar situations not caused by our side, the buyer is responsible for the return shipping cost. A restocking fee between 20%–50% will also be applied, determined based on the actual condition of the returned item.

To bring you a more affordable shopping experience, we subsidize our shipping rates. The real cost of shipping, packaging and labor is often higher than the price you pay at checkout. In the event of a refund, we will deduct the actual shipping, packaging and labor expenses to cover our genuine logistics and processing costs. Thank you for your understanding and support.

Refund Timeline

Once our warehouse receives and checks your returned gown and confirms it meets our return conditions:

• We will initiate the refund process within 7 business days of receiving your return package.
• Refund will go back to your original payment method.
• Please allow extra 3-7 business days for your bank or card provider to process and show the funds in your account, this timing depends on financial institutions.

Exchange Policy

We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items. If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.

Damaged or Defective Items

We carefully inspect every gown before shipment. Please examine your items upon receipt; if you discover any defects, damage, or an incorrect item, please contact us immediately at service@vulldy.com so that we may assess the issue and resolve it appropriately. When reaching out, please include photographs of the defect(s) and proof of delivery for your order.

Helpful Reminders

• Please only ship returns to the address provided in our approval email.
• We recommend you choose traceable shipping service for returns, for your parcel’s safety during transit.
• Once your return is in transit back to us we cannot resend any of the items to you. Please make sure you do not include non-Vulldy items in your return package as we are unable to send them back to you.
• No refund will be issued if the package is destroyed, lost, or returned—and the product cannot be recovered—due to issues attributable to the customer (such as customs delays, incomplete or incorrect contact information, the recipient being unavailable, or an inaccurate delivery address).
• Packages refused by the customer are not eligible for a full refund; in such cases, only 40% of the payment will be refunded. If you wish to return an item, please contact us for assistance after receiving the package.

Cancellation Policy

We understand that ordering a dress for your special occasion is an important undertaking. However, it is important to note that most of our dresses are made to order. Once the tailoring process has begun, labor and material costs are incurred, and the materials cannot be reused. You may submit a cancellation request before your order ships; please refer to the details below.

• • Unpaid orders are automatically cancelled after 1 day.
  • Cancel order within 24 hours of payment for a full refund.
  • Cancel order 24–72 hours after payment: 80% refund + shipping fee.
  • Cancel order 72–120 hours after payment: 50% refund + shipping fee.
  • Cancel order > 120 hours after payment: Refund of shipping fee only.

To cancel your order, please email our support team at service@vulldy.com with your order number. The cancellation window will be determined based on the time we receive your email request.

You will receive an order confirmation email after payment. You may reply to this confirmation email to request updates to your order details. Any changes requested within 24 hours after payment can be made free of charge. If you request changes after production has started, such as adjusting color, size or style, extra material and labor fees will apply, since prepared fabrics may be wasted.

If you have any questions about returns or refunds, please feel free to get in touch:

Email: service@vulldy.com