Refund policy
Order Cancellation, Refunds & Processing
ORDER REFUND/CANCELLATION:
If you wish to cancel an order or want a refund, please drop an e-mail to info@empress-clothing.com within 24 hours of order confirmation.
Please note a 25% restocking fees will be deducted for all cancellations done after 24 hrs. There is no fees for all cancellations done within 24 hours of placing the order. You have an option for going in for the "Goodwill Credit Refund" in which you shall receive a Purchase Coupon for your next purchase from our store of your paid amount price + USD $25 EXTRA, thus enabling you to go in for a purchase for a higher priced item from our online store. The "Goodwill Credit Refund" can be used one time and has lifetime validity !!
If you cancel your order before it has been shipped, you will be assessed a 25% cancellation fee before credit is issued. If you cancel your order after it has been shipped, please follow our Return Policies and Procedures. Any cancellations after an order is shipped are treated as a Return with all applicable fees.
At Empress Clothing, we strive for 100% customer satisfaction and provide the best shopping experience. We give a personalized support to our customers to make sure that the product is processed as per their requirement. However, we understand that sometimes the product you ordered might not appeal to you once you receive it and you would want to return it. Since we want our customers to be fully satisfied with their purchase, we strongly advise you to review the following reasons that DO NOT qualify for a return.
Custom Stitched Outfits & Standard Readymade Outfits
Every outfit is individually created and made to fit perfectly in accordance with the measurements/instructions provided by the customer upon order. Our tailoring department stitches all outfits to perfection according to the given measurements and the end-product is thoroughly inspected to make sure that the outfit has been tailored as per the given measurements. As such, ill-fitting is NOT a reason for return as it is the sole responsibility of the customer to provide accurate measurements. In case of any tailoring issues, we shall NOT be liable to refund or exchange any custom stitched outfit under any circumstances.
Each dress is meticulously tailored according to the size provided by the customer, which may result in slight variations. We understand that these differences can occur due to the unique nature of custom-made garments. Additionally, please note that the dress may appear slightly different from the images provided on our website due to the tailoring process.
If at all you require any alteration to your outfit after delivery, please get the desired alternations done from your local seamstress as it's the easiest way to fix the issue without the hassles of a return. Sending the product back to us for further alterations is not only time-consuming but also incurs extra charges at your end.
Arranged Products
If you have purchased products from a website but they were arranged or acquired outside of the website's official channels, it's likely that the website's return policy may not apply to those products. Return policies typically cover purchases made of website’s product catalogs only.
Purchases During Sales
During sale and offer periods, or for products bought within a sale, refunds, returns, and cancellations are not available. All sales are final.
Product Care & Manufacturing Defects
In order to keep your product in the best condition after usage, we strongly recommend Dry Cleaning. It's important to note that the garments are completely hand-made using complex procedure of dyeing, surface ornamentation & stitching. Any irregularities within product style may arise which adds to their inherent uniqueness. Therefore, owing to complex procedures of natural over dyeing and surface treatments, some colors might run and some fabric might shrink upon Dry Cleaning.
Damages during transit
Before the product leaves our warehouse and reaches the shipping facility, it is thoroughly inspected for any defects or errors. The product is packaged in a way that it reaches you in an excellent condition. If at all a damage occurs to the product while in transit because of the shipping/courier agency, then we shall not be responsible for the same as it's completely out of our control to monitor how perfectly the product is delivered to your doorstep.
If any of the above conditions are not the reasons that you would like to return the product, please follow our return policy/procedure as outlined below:
1. Send us an e-mail at info@empress-clothing.com within 24 hours of receiving the item in question with your Order number and describing the reason for return along with digital images for verification purposes.
2. Please DO NOT send back any item without consulting us. It's very important that you DO NOT send the item back to us until it's verified - no credit or replacement shall be given on such items that are sent without our consent.
4. Please return within 7 working days of confirmation from our end. Make sure to include a copy of the invoice (if any) you received with your order.
5. All merchandise must have original tags attached to it with original packing & in original condition (worn, washed, used, or altered items will not be accepted for returns).
6. Return your items using registered airmail / courier as advised in our return authorization mail. Once you have shipped the item, please forward the details to us & keep the airway bill or postal receipt until the shipment gets delivered to us.
7. As safe delivery to you is our responsibility, in the same way, sending back safely to us is your responsibility. If something happens in transit and the package doesn't get delivered to us, we won't be able to help you. Once you ship the order, please forward the details to info@empress-clothing.com within 24 hours and keep the airway bill or postal receipt till it gets delivered to us.
REFUNDS:
1. All custom stitched/readymade size products cannot be returned/refunded. If it is damaged/Incorrect then we will REFUND.
2. For Fabric Only orders, unstitched outfits, and free size stitched products, we do accept returns as outlined below:
In the event of returning the outfit once you receive your order, if a return request is accepted by us for an unstitched dress, then it's the customer's responsibility to pay the incurred shipping & custom/duty charges. Pictures of the item to be returned would have to be sent to us for preapproval before starting a return.
If your original purchase included shipping charges, then these charges are non-refundable. The shipping charges will be deducted from the total price of the initial purchase.
In the event of a "Free Shipping" promotion, the shipping charges will not be deducted from the original price. However, the customer still has to pay the shipping & custom charges for returning the product to us.
After careful inspection of the returned unstitched item, a refund will be issued in 3-5 business days. Please allow additional 7-10 business days for the processing of the refund to be completed depending on your bank or your chosen payment method.