Return & Cancellations
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.
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. 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 48 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.
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.
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