• Items returned without authorization will not be accepted.
• We provide return and exchange services, Items must be returned within 14 days after you receive them.
• All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.

• On sale items are non-refundable.
• Damage/Lost caused by customers is non-refundable.
• We do not accept returned items that have been sent back without proper returns requests.
• We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
• As all items are made-to-order, 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.
• We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information., please keep the receipt with tracking information.
• As all of our dresses are hand-sewn and custom-tailored, dresses that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. 

• Initiate a return: Please email us at support@llella.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address(No. 5055, Wuzhong Boulevard, Xukou Town, Wuzhong District, Suzhou City, Jiangsu Province, China), as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted, and the address on the receiving package is not the return address). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 business days and then provide a replacement for an exchange or issue a refund.

• If the return is due to our problems (such as: incorrect products, quality problems of products), we will pay return shipping fee;
• If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return shipping fee.
• No restocking fee to be charged to the consumers for the return of a product.
• The buyers do not need to pay return handling fees.

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 business days.
• If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@llella.com.

We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.

• Orders canceled within 24 hours of payment confirmation* will be eligible for a full refund.
• Orders canceled 1-3 days after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
• Orders canceled after 3 days of payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
• Once your order has been shipped, it can no longer be canceled.