Please take the time to carefully read our return policy before placing an order with us. During the checkout process, you will be required to confirm that you have read and understood this policy.
We accept returns for the following items:
Standard-size dresses and suits (excluding final sale dresses) and most accessories
If you are not satisfied with your item(s), please contact our Customer Service to request a return within 14 days of receiving your item(s). We encourage you to inspect and try on all items as soon as they are delivered.
To initiate the return process, please ship your item(s) back to us using your local post.
Please note the following:
- All returnable items must be in their original condition, unwashed, unworn, and unaltered, with the tags still attached.
- Refunds will not be issued for items that show signs of wear, wash, alterations, or missing tags.
- If you received promotional gifts with your order but need to return your order, you may keep the gifts.
- Once your return is in transit back to us, we cannot resend any items to you. Please make sure not to include any items you do not plan to return in your return package, as we are unable to send them back to you.
- Most items on our website are made-to-order, including standard-size items. We cannot accommodate "Buy-many-keep-one" purchases, as this would increase environmental waste. To help you find the perfect dress, we offer various services, including:
For a small fee, we provide complimentary shipping of color and fabric swatches to help you make your decision.
Our tailors will ensure your dress fits perfectly. We currently offer custom sizing at extra $20 for all customers.
The following items, along with any others marked as non-returnable on their ordering page, are not eligible for returns:
- Custom-Made Dresses
- Final Sale Items
- Fabric by-the-yard
We hope this information clarifies our return policy for you. If you have any further questions or require assistance, please feel free to contact our Customer Service.
While we gladly accept standard-size dresses/suits (excluding final sale items) for returns within the specified timeframe, we would like to inform you that a restocking fee of 10% will be applied to select items. These items include bridal gowns, bridesmaid dresses, maternity bridesmaid dresses, mother of the bride dresses, junior bridesmaid dresses, girls' dresses, special occasion dresses, and daily men suits.
At Ballbella, we take pride in our commitment to reducing environmental waste by offering made-to-order products. To ensure that we can continue offering affordable prices to our customers, we apply these restocking fees, which will be automatically deducted from your refund.
We understand that this may cause inconvenience, but we appreciate your understanding and support in our efforts to maintain sustainable practices. Should you have any further questions or require assistance, please feel free to reach out to our customer service team.
At present, we regret to inform you that we do not have an exchange service available for our products. As all our items are meticulously crafted and tailored specifically for you, we do not keep an inventory of ready-made dresses or products that can be directly shipped as replacements for your returned items. However, we have an alternative solution for you.
If you wish to exchange a product, we kindly ask you to initiate a return for the unwanted item(s) following our return policy. Once the return is processed and the item(s) have been received, you are welcome to place a new order for the replacement item(s). Please keep in mind that the new order will be subject to our current production period.
Although we understand that this process may require a little extra time and patience, we assure you that it allows us to maintain our commitment to providing you with the highest level of quality and personalized craftsmanship for each and every order. We appreciate your understanding and support as we continue to offer you the best possible experience.
What Gets Refunded:
When you return an item, we will refund the price you paid for the returned item(s), including applicable taxes. However, please note that we do not refund shipping fees, shipping protection, or taxes paid on shipping. Additionally, if you use our return label to send the package back, we will deduct the return shipping fee from the refund. If a restocking fee applies, it will also be deducted from the refund amount. For more detailed information, please refer to the Restocking Fee section in our provided article.
Processing Time for Customers Who Used Online Payment Methods:
Refunds will only be processed once the returned package has been scanned and confirmed back into our warehouse. Once this is done, the refund will be credited back to your original payment method within 7-10 days. The actual processing time may vary depending on your payment method and bank. We will send you a notification email once we have confirmed the receipt of your returned products and processed the refund.
Please Note: It generally takes a few weeks for a return to arrive back and be processed in our warehouse. As you return the package by yourself at your own expense, you will need to personally confirm the return delivery status.
Damaged, Defective, or Mis-Shipped Items
At Ballbella, we understand that receiving a damaged, defective, or mis-shipped item can be disappointing. That's why we have a straightforward return policy in place to ensure your satisfaction.
If your item arrives in a less than perfect condition, please notify us within 14 days of delivery. We will happily provide a full refund, including shipping costs. To initiate the return process, you can directly reach out to our Customer Support team for assistance.
Please note that it is important to notify us within the specified time frame to ensure a smooth processing of your return and issuance of a full refund. After 14 days, we may be unable to process the return in its entirety.
While we strive to provide excellent service, we reserve the right to define and limit returns under certain circumstances. These circumstances include, but are not limited to, returns that are in an unacceptable condition (such as being worn, altered, washed, or damaged) or returns that are made without our prior knowledge. Additionally, if there is a history of irregular or excessive returns that may indicate potentially fraudulent or criminal activity or involve items that have been worn, altered, washed, damaged, or are missing, we may exercise our right to refuse or reject such returns. This also applies to bulk orders with multiple sizes or variations of the same type of item.
We kindly request that you understand that we cannot be held liable for any issues that may arise during the return process. This includes the loss or damage of return items during transit. To ensure a smooth return, we recommend keeping the receipt with the tracking information for reference.
Furthermore, it is important to note that exposure to corrosive substances or chemicals can alter the appearance of your Ballbella product. These substances include, but are not limited to, Liquid Silver Polish, pools, hot tubs, and spas. Additionally, mishandling or poor maintenance can result in damage to the products. Please exercise caution and follow the recommended care instructions to maintain the integrity of your item.
Finally, for our silver pieces, it is normal for them to develop an oxidized appearance over time, causing them to appear black. To restore their original look, simply clean them with the provided silver polishing cloth.
We appreciate your understanding and cooperation in following our return policy. Should you have any further questions or require assistance, feel free to reach out to our dedicated Customer Support team.
For Returnable Items
Step 1: Contact our customer service and tell us the reason for the return and add photos if necessary.
Please Note: If you received the wrong item/size or a damaged/defective item, your request will be automatically forwarded to our customer service team after selecting the corresponding reason and adding photos. They will investigate the issue and provide you with a satisfactory solution.
Step 2: Send out the package
Take your package to the local post office and send it back to us using a safe and reliable delivery service. Keep the receipt of the returned package as proof of return.
Step 3: Get your refund
Once we receive the returned package, we will inspect the item(s) to ensure they are in their original condition and have the stated issues. Once confirmed, we will initiate the refund process.