General return policy

  * We  accepts a partial or complete refund for the item that has problem due to our carelessness. That means we can not warrant a refund if the problem of the item is not caused by Ballbella, because we do not do free returns.

* We do not accept returns that customers order several dresses back home for try on and then keep one return others.

* Please contact customer service department within 14 days after receiving the package if there's any problem with the goods. We only accept products in their original state, without modification, without cleaning and without smoke. We cannot process any returned products without our prior approval. If you wish to return some or all of the items on your order, please contact customer service and your package must contain a return form.


    * All items must be returned with the original label. Clothes that do not have the original label or do not comply with the return policy will be rejected or charged a 20-50% replenishment fee.


    * We will refund your purchase price. Bonus points / coupons and express shipping fee are not refundable.


    * You are responsible for the goods before they arrive at our warehouse, so make sure that they are packed properly and will not be damaged in transit! We suggest that you obtain postage certificate.


    * We are not responsible for any goods returned by mistake.


    * All goods will be inspected at the time of return. When we confirm that the product has the problem you mentioned, we will deal with the refund.


    * We reserve the right not to accept returns without the prior approval of customer service.


   * We cannot accept returns on items that have been worn or damaged by improper cleaning method. We can not support customers order several dresses back for try on, and then keep 1 and return others. We cannot accept returns for customer self designed dresses.

  * If the error of unfitting regarding size/color that were made or specified by customers during purchasing our products, the customers will not be eligible for refunds under this case.
                            

Specific policies of our products

Damaged or misshipped items

If your item is damaged or misplaced, you will be eligible for a full refund. If you believe that your item was damaged during delivery, you must obtain a "damage certificate" from your delivery carrier, which should be included in your return package.

When you ask for a refund, please be ready to provide customer service photos as soon as possible, clearly showing the problem of the item and its express number. Once we confirm that your goods are damaged or lost (the goods you received are not the goods ordered), we will be responsible for the replacement of the goods. You can also return and get a full refund.

Size or fitting issues

For regular projects

For normal items with size problems, we accept exchange, but do not refund.

If the size of the product you received does not match the description of the website and is not suitable for you, please contact our customer service department and ask for redemption.

Please note: as there are no other sizes to choose from, we can't accept one size of commodity exchange size. One size is not suitable for everyone, so please read the size details on the product page carefully.

For custom / size items

    a) If your dress size differs by more than one inch from the size you ordered, please choose the following compensation method:

    We encourage you to find a local tailor to make adjustments. In this case, we will compensate 10% of the price of your products.
    You can return it after customer service confirmation to get a full refund. (we do not accept your situation without the confirmation of customer service department.) The buyer needs to pay the return freight.

    b) If the dress does not fit, but is made to the specifications you ordered, choose from the following options:

    You can go to the local tailor to make the clothes bigger (at your own expense).
    You can use our modification service to adjust the size of your dress. Please contact us based on the complexity of the garment and the quantity quotation that needs to be changed.

Please note that if your order specification is too different from the final size requirement, you may not be able to adjust the size.

Color problem

Color error: if the color you receive is not the color you ordered, you are eligible for a full refund.

Color difference: the color of the pictures displayed on the website may change due to the setting of the computer screen. A slight color difference does not mean that the dress is defective or improperly shipped. However, if you are sure that you have received a product with the wrong color, please contact customer service to see if it can be returned or refunded.

Overdue order

If your order can't be shipped within the initial time, we will send you an email and you are eligible for a partial or full refund.

Package lost

If you do not receive the package from customer service department within the specified time, please contact us in time. Then we will check the status of the order for you.

Items that cannot be returned or exchanged

    Customs clearance items and all other bargains may not be returned or exchanged.
    Flash purchase items cannot be returned or changed.
    Customized handmade items can be changed, but cannot be returned or exchanged.

Can I return it?

Return / exchange is allowed, but all returns / exchanges items must reach us within 14 days after the delivery date. Items sale items not be returned. Please click here for more details.

Please note :

Please contact customer service department to start the exchange process within 14 days after receiving the package.

When you exchange something, we need to know your order number and return name. Without these details, we can't exchange goods, so please make sure to fill in the return form and put it in your return package.

If we are unable to provide returns, all returns will be returned upon receipt at our warehouse. If you need a different size or color item, then you need to place a new order.

We will inform you by email when we receive your return and send another email after your exchange items leave our warehouse.

Any exchanged items will be sent to the default shipping address in your account using the same shipping service as the original order.

How do I return it back to you?

Please read the return policy carefully and always remember to contact customer service before returning.

After confirmation from customer service, you can start the return procedure. And send the item back to the address listed in the email.

When shall we handle your return?

We will send you an email after receiving your original return and apply your refund to your original payment method. Usually in one working day.

If you return more than one order in the same package, please allow us to process all returned items within 72 hours.

All refunds will be automatically issued to the card you originally ordered. This usually takes 5-10 business days, depending on your bank / card issuer.

Please note: we do our best to accept all returns. We reserve the right not to accept the return of an item if it is returned in an inappropriate situation.

Can I cancel the order?

We understand that everything is important to you, so we have a cancellation policy. There are different strategies for different kinds of projects.Please refer to specific category rules for details. If you want to cancel the order, please contact customer service and ask for cancellation.

*Outstanding orders will be automatically cancelled after 120 hours.

Cancellation of policy

For regular projects

Orders cancelled within 48 hours of payment confirmation will be eligible for a full refund.

Orders cancelled within 48-120 hours of payment confirmation will be eligible for a partial refund, including full freight and 80% of the product purchase price.

Orders cannot be cancelled after 120 hours of payment confirmation.

For custom projects

Once the cutting process begins, the material can no longer be used. Please note that there is still time to change your mind after placing the order. For details, please refer to the cancellation policy below.

Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.

Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a refund of the full freight and 80% of the purchase price of the product.

Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a refund of full freight and 50% of the purchase price of the product.

Orders cancelled more than 120 hours after payment confirmation will be eligible for a partial refund of full freight.

*If your order has been shipped, it can't be cancelled any more.

Handmade products

Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.

Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a refund of full freight and 80% of the purchase price of the product.

Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a 50% refund of the full freight and product purchase price.

Orders cancelled more than 120 hours after payment confirmation will be eligible for a partial refund of full freight.

*If your order has been shipped, it can't be cancelled any more.

For Flash Sale Items

Flash sale items cannot be canceled

When can I receive a refund for my returned goods?

In most cases, we will refund your package within 48 hours. The time required to receive a refund will vary depending on the payment method you use.

Credit / debit card

Your credit card company needs 7-45 days to process a refund and credit your account.

Western Alliance

If you want to get a refund through Western Union Bank, you need to provide us with your necessary information, and then use the details provided by us to collect your refund from the bank supporting Western Union Bank in your country.

The dress I received wasn't what I expected, it didn't look like the picture on the website?

Some common reasons why items look different:

Color: different computer screens produce different colors;

Shape: the objects on the tablet screen look different from those in real life. Please try it on to see if it suits you, and then decide whether you need to return it.

*If you are still not satisfied, please contact customer service.

What if the received product is defective or damaged?

We want to resolve any problems with defective or damaged items immediately.

If you receive defective or damaged items, please take some pictures and send them to our customer service as soon as possible.

My order received a wrong item (the item you received was not ordered).

We want to fix any wrong projects right away.

Please contact the customer service to provide your order number and incorrect product name and number.

We will reply to you as soon as possible and try our best to solve the problem for you.

What should I do if items are lost or damaged in transit?

If your order is short of goods, please contact customer service.

Please provide your order number and product name. Our customer service team will respond as soon as possible.

If your item is damaged during transportation, you are eligible for a full refund. When you ask for a refund, please be ready to provide customer service photos as soon as possible, clearly showing the problem of the item and its express number. Please provide "proof of damage" documentation obtained from the carrier.

When will my return be received?

When returning items, we recommend that you use a local postal service that provides tracking information and customs forms, rather than express agencies such as UPS, DHL or FedEx.

When we receive your package, we will start to process your return, which will take 3-5 working days. After processing, we will contact you and refund you.