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Shipping & Returns

We know that you will love our dresses. We feel 100% confident in knowing that you are buying a superior high quality dress. We take great pride in our selection of dresses and the designers who make them. We are an authentic retailer and only sell original designer dresses, no copies or replicas. We are able to offer great prices as a direct to consumer retailer. We like to pass the savings on to our wonderful customers. All the merchandise is shipped from the US. In case there are any damages or defects with your dress, we will take care of it! 

WORRY-FREE RETURNS 
 
If your item arrives damaged or defective, please reach out to customerservice@cinderellasdresses.com directly within 24 hour of your delivery for assistance. We will provide options to remedy the issue with a return for the same dress if available, exchange for another dress at the same value or a refund.  

 

PRE-SHIPPING INSPECTION

  1. We have a strong pre-shipping inspection process in place that checks every item including fabrics, seams, zipper, beads and rhinestones. We look for any defects, and we double check the color, size and quantity against the packing list for accuracy.
  2. Our inspection team take great pride in what they do and we want you to feel safe ordering online from us.

 

ONLINE SALES POLICY:

If you have any questions please contact us before placing your order at customerservice@cinderellasdresses.com and we would be happy to help you!

RETURN AND EXCHANGE POLICY:

Due to the nature of the garments and other items being sold, we do not accept any returns, exchanges, or cancellations after you have placed your order. Your dress is often ordered from the manufacturer, and therefore, cannot be returned. Please be sure to measure carefully; you are responsible for selecting your own size.  

SHIPPING:

Standard ground shipping takes 5 to 7 business days depending on your location. Dresses are shipped out as soon as possible. Let us know if you need to expedite shipping if your wear date is sooner by contacting us for expedited shipping cost. Dresses that are special ordered, custom or couture from the manufacturer will take a little longer. You are responsible for any expedited shipping charges including additional charges that may be incurred over what the estimated cost shows. We will notify you as soon as possible with availability and tracking shipping information. PLEASE monitor your email address for important information regarding your order. 

LOST PACKAGES: 
 
Once your package leaves our facility, we no longer have control over your package.  
We are not responsible for lost or stolen packages. We do not offer refunds on lost or stolen packages. You can submit a claim online for a missing packages through UPS.com or USPS.com 

ALTERATIONS:

Nearly every dress will require alterations to get a perfect fit. Dresses are made to a standard measurement, based on the manufacturer’s size chart, and can then be altered to fit you. Please choose the largest size based on your measurement and the size chart. Dresses can almost always be taken in to fit you, but letting dresses out is never as easy. When ordering your dress, please remember that alterations, especially a hem and taking up straps, are to be expected. Also, please be aware that all sizes are US sizes. 

APPROVED RETURN CHECKLIST FOR DAMAGE OR DEFECTIVE DRESS: 

  • Dress must be in original, re-sellable condition

  • All tags and hanging ribbons must be in intact

  • Dress must show no signs of wear. Please take due care when trying on your dress, as make-up stains, spray tan or dirt on the dress will make a return ineligible

  • Dress must be un-perfurmed and have no odors, cigarette scent or pet hairs

  • Dress must not have been washed or altered in any way.

Items returned that do not meet the above requirements will not be issued a refund or store credit. We will notify all customers who have sent us unqualified return for any of the above checkmarks.  We reserve the right to refuse a returned item if there are any signs of wear, alteration, misuse or damage.

If you send back an item that does not qualify for a return OR if we receive a package back from the shipping carrier due to the address provided being undeliverable, then you will be responsible to call and pay a $25 return shipping charge and $20 processing fee. We will hold non-returnable merchandise or packages returned by the shipping carrier for 14 days. After 14 days, the items will be donated to charity.

FAULTY ITEM

In the rare event there is a manufacturing defect or problem with your dress, please contact us at customerservice@cinderellasdresses.com within 24 hours of the delivery of your dress to inform us of the issue. If we are not notified within 24 hours of receiving the item, it cannot qualify for a return or replacement. You must include a photo of the damage/defect with your email for us to address your concern.

In the event a faulty item is received, we offer a return shipping label and once we receive the item, we offer either a 115% store credit or a replacement item if we have one in stock. If we do not have the same style and size available, we offer a refund for the item. 

  • Returned faulty dress must be in excellent, unworn condition, packaged securely in the original or comparable packaging. When returned for re-inspection, the dress must be in perfect, new, never worn, condition as received at the time of delivery.

In the event due to human error, a wrong size or style is shipped to you, you will be provided with a return label. Please email us at customerservice@cinderellasdresses.com

A FEW THINGS TO REMEMBER WITH CUSTOM AND COUTURE DRESSES:

Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns or exchanges for any custom dresses. Please double check your measurements and color choice before ordering.

Couture Dresses - there are no returns or exchanges as they are manufactured from Europe and overseas in most cases. 

FOR ALL FACE MASKS ITEMS:

All face mask sales are final. No returns or exchanges.

FOR ALL FINAL SALE ITEMS:

All Final Sale items are not returnable or exchangeable.

CANCELLATION POLICY

Once your order is shipped, it cannot be cancelled.