Return Policy | NY City Bride Bride

Nycitybride.com strives for 100% customer satisfaction. Please review our Return Policy about purchases made on nycitybride.com.

Wedding and Evening Dresses
nycitybride.com features mostly made to order wedding and evening dresses. It means customers can order a style in the size and color of their choice. The designer makes the style especially for the customer. Once we submit a customer order to a designer, the designer does not allow for cancellations, exchanges, returns or refunds.

Therefore, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention and we will not accept the return, either.
Return shipping fee & any rush fees will not be refunded. The return must be initiated within 5 days upon receiving the dress. The dress must be returned in its original condition within 10 days. The item must be unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging with all tags attached. We cannot process the return of any items that do not adhere to this return policy.

Customized items (either in custom size or custom style) are made according to your requirements and measurements.

It means that nobody else can fit or accept the item. Because of this, we can not accept  returns for customized orders.

Please see more details in defective, damaged, or incorrect item section.
Customer Service representatives are available Monday – Friday 9:00 am – 5:00 pm to assist with your selection and purchase!

Important Note about Sizing
Special order gowns are made according to each designer’s measurements. Your normal size may vary from the designer’s size.
We strongly recommend you review the designer’s size chart to determine the best size to order. The size chart is available with each style under the section, Sizing Information.

Accessories
Nycitybride.com offers returns for online credit or refund on purchases of all bridal accessories, including wedding veils, robes, coats and gloves. Some accessories are available for in-stock purchase in a selection of styles, sizes and colors.
Returned merchandise must be unworn or unused and in perfect condition. We require authorization on all returns. To make a return for online credit or refund, please review the following instructions.
Please email [email protected] Monday – Friday within 5 days of receiving your Immediate Delivery order to request an online credit. A Customer Service representative  will contact you within 2 business days with the Return Authorization Number.
Our Customer Service representative will also provide the address to send the return.

Authorized returns must be shipped back to nycitybride.com within 3 business days of your receiving the Return Authorization Number.
You may use the shipping carrier of your choice. You must insure your return with the shipping carrier and send “signature returned”. nycitybride.com is not responsible for your return’s shipping fees.
Please have your Return Authorization Number printed clearly on the outside of the box and next to our mailing address. We will not accept any returns without the Return Authorization Number and the package will be returned to you at your expense.
Upon our receipt, our Customer Service will inspect the return to ensure the merchandise is unworn or unused and in perfect condition with the original product tags attached. Any merchandise that appears to have been worn or used will be returned toast you at your expense.
Processing time for returns is 7 – 10 business days. Once processed, a Customer Service representative will contact you to confirm your online credit or refund.
The online credit or refund will be in the amount of your merchandise purchase and if applicable, sales tax. Shipping and insurance fees are non-creditable.

Defective, Damaged or Incorrect Items
Reporting an issue
If you receive a defective, damaged, or incorrect item, we’d like to make it right. Tell us about the issue by emailing [email protected],.com within 5 days of receiving the shipment. When you send back the item, include a note of explanation in the return box.

Replacing an item

We’ll do our best to replace defective, damaged, or incorrect items. If we cannot send a replacement, you’ll be refunded the purchase price plus shipping and handling fees.

Shipping refunds

Refunds for return shipping are calculated using the lowest-cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method.
For all other returns, shipping and handling fees will not be refunded.

International Customers
Online credits are issued in U.S. dollars. We are not responsible for the current currency exchange rate. Any taxes, duties or custom duty fees are non-creditable and are the responsibility of the customer.

Using Your Online Credit
Please email [email protected] to apply your online credit. Include the Order ID Number from your previous order. A Customer Service representative will apply the online credit to your new purchase and confirm the updated balance if available.
Shipping fees may apply for your new purchase.
Online credit is available for purchases on nycitybride.com only. Balances on online credits cannot be converted to a refund.
Online credits never expire.
Please review Terms & Conditions for a full description of our policies.