Return and Cancellation Policy
If your item has not yet shipped or reached the creation stage, we can refund your purchase. However, due to the personal nature of our items, once the order begins the creation process (typically 24 hours after order), there are no refunds on purchases. At this point we will offer you a store credit in the amount of your order. Should you experience a problem with your order, we will be happy to offer you an exchange.
ITEMS THAT ARE PERSONALIZED ARE NOT ELGIBLE FOR A REFUND. If there is a problem with the order (name worng, incorrect age or colr) we will make the appropriate correction and send out a replacement item as long as we are notified within 24 hours of when the item was delivered. In the event there is a mistake regarding a name being spelled wrong, we must be notified within 24 hours of delivery confirmation. Do not contact us 2 or 3 weeks after you have received the order if there is a problem. The other option is receive store credit. Shipping delays do not qualify for this policy. Delays in contacting us to report an error may be treated "as is" and nothing can be done.
It is very important to us that you be 100% satisfied with your purchase, however due to the nature of our business in which all our items are custom made-to-order and/or personalized we do not accept returns. In addition our return policy is in place to protect us from "prom dress" syndrome returns- or returns that are purchased for a special event or photography session and then returned. The exception to this policy is if you receive a defective item or we made a mistake in processing your order. Do not attempt to wash the item or have it cleaned. In which case we ask that you email us within 24 hours of delivery to advise us of the error.
Items approved for return must be in original unused condition. This includes but is not limited to: Pet stains, pet hair, odors of any kind including food, pet or smoke. Item must be free of rips, tears and be in perfect, unworn condition. Items must be packed carefully to avoid damage to the product during transit- permanent wrinkles or creases in the garment are unacceptable. If product comes with a tag, tag must be attached to the item. Determination if a return meets this criteria is left strictly to the owner, Rachel Lout. Returned items not meeting the criteria will be refused and sent back to the original purchaser. Birthday Couture reserves the right to refuse any return that is initiated more than 24 hours after confirmation of delivery.
Before returning the item, please contact us first to obtain the return address. Many of our items ship directly from the designer and item must be returned to the designer in order to expedite and complete the exchange. Failure to do so may result in a delay in your exchange. When you contact us about the problem with your order, please provide the following information:
1. Your name and order number
2. Item being returned
3. Reason for return.
If a return is authorized it be must returned within in new condition so that we can send you a replacement item. It is also important to note that the replacement item will not be sent out until the returned item arrives. If you are on a tight time schedule it may be best to make other arrangements, such as purchasing another item and receiving credit once we receive the return.
If we confirm that the product is defective or we have made an error we will reimburse your shipping cost and send out a replacement immediately. If we determine that the product is not defective or the error is not on our end then the cost of shipping to and from will be the responsibility of the customer.
International orders that are approved for returns are the responsibility of the customer to ship back to us and will be responsible for shipping of the new item. Once we receive the item and have inspected it, then and only then will we send a replacement at the customers expense. There will be no refunds issued only store credit or a replacement.
Once an item has been shipped it is no longer the responsibility of Birthday Couture. Please note that for any reason due to circumstances beyond our control shipping may be delayed (inclement weather, lost packages, customs etc.). In the event that a package is delayed for circumstances out of our control refunds will not be issued.