Customer Service

Company Policies

Company Info

Return Policy

Canceling Orders (Before delivery)

We know that it is very important for you to order a dress for your special occasion and our cancellation policy is in accordance with this. However, it is IMPORTANT to note that our dresses and some accessories are made to order, including standard size. and the materials cannot be reused once the creation process has begun. The good news is that, after placing your order, there is still time to change your mind.

Please refer to our cancellation and return policies below for details.
All dress orders canceled within 12 hours of purchase will be eligible for a full refund.
All dress orders canceled within 24 hours will be eligible for a 70% partial refund.
All dress orders cannot be canceled or changed after 24 hours.

How To Return & Refund


1. Submit a return request at Contact Us to Customer Service within 3 days of receiving your order. Please include the order number, the reason for the return, and photographs for verification.

2. Once we have approved your request, you will be sent a return address through email. Please send your item(s) using local post within 14 days of receiving the return confirmation from us. Please provide a detailed explanation in the return package, (including the order number, receiver, and reason the return).

3. When we receive the returned package, the item(s) will be inspected to ensure it are in the original condition and have the issues stated in the return request.

4. Once confirmed, the refund will be credited back to the original payment method within 10–15 days (the processing time depends on your payment method and bank). The original shipping fee & return shipping fee will not be refunded.

5. Note: Please Contact Us if you want to return an item. Returns without prior discussion and authorization will not be accepted.


Return Policy

Your satisfaction is always our priority. When you received the package, we encourage you to check and make sure that the dress had been made to your order specifications. Try on your dress as soon as possible. possible without moving the tags, altering, or washing the dress.

As all our dresses are made-to-order and are not in stock, Normally, we accept returns due to quality problems or wrong sizes. If we make the dress according to your specification, but it turns out to be wrong, we couldn't accept a return or refund. Hope you understand.

If you have to return and there is no quality problem with the product or you change your mind, we will take a 20% restocking fee, which will automatically be deducted from your refund.
If you are going to ship an item back to us, you should contact our customer support first. Our customer representative will clarify that you should send us the dress pictures to show the mistakes. 


Return Address for made-to-order dresses and in-stock items:

East 2nd floor, NO 20 Building,

Hefeng Industrial Park, NO 2 Taishang Road,

High-tech District, Suzhou,

Jiangsu Province, 215000, China


Please note: If you need to return the goods, you must first contact the customer service email service8@newarrivaldress.com to obtain the return address. 

We encourage customers to keep the dresses if there is only a little problem; we will refund 30% of the alter fee to the people who alter their dresses are local.

Please notice we still charge the plus size fee and rush fee (if there is one) under this circumstance, even if your order is free shipping order.

Please make sure all items are returned in their original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy.

You will be responsible for paying shipping fees back, including but not limited to, the cost to ship back and any shipping materials. Therefore, we highly recommend that you return all unwanted items at once if there are 2 or more products.

When we receive the items, we will do a quality check again, and if it does have defects as you described, we will offer you a refund. It will take up to 5-7 business days for us to process your return and refund once the package arrives back to us. (This can take several more days during our peak season.) You will receive a refund soon after we check your return package.

Please note that if you pay by PayPal, you will receive the refund soon after processing the refund. If you pay by credit card, your bank may take additional days (usually 7–10 working days or more) to process the refund. But if it does not have the defects you described, I am afraid that we will not offer you any refund.



Quality Issues
If our staff finds that the merchandise is defective as described including style errors and color errors (Different batches of dresses have little color difference even if you choose the same color twice, it is normal). For damaged or mis-shipped items, you will receive a refund for the purchase price.
If we find that the merchandise is not defective in any way or has been misused, then we will not refund any money.
We don't accept the return request on your received product if you consider that the product may not exactly be the same as the changes you required on the original style of the item subjectively since we will strictly follow your requirement on the order.
We don't accept the return of goods you are not satisfied with which have no Return Authorization from us. We are neither responsible for the refund or take over your dispute on the package missing during the return process with no Return Authorization.


Size Errors
Please be aware that due to the nature of the handwork required, the finished gown may vary approximately 1 inch in either direction of specified measurements. If the dress size did not arrive in the specification as one ordered;
We provide a modification service for our customers, who can send back the dress to us and get the dress modified within 7 working days. However, in this case, the customer should be responsible for the shipping fee forth and back.
Errors caused by customers' own specifications:
If the error of unfitting regarding size/color was made or specified by customers during purchasing our products, the customers will not be eligible for refunds under this case.


Color Mismatch
Our entire color swatches are shot according to the actual fabric by our company. We customize the dress according to the color you specified based on it. However, the settings of your computer screen may alter the color of the pictures shown on Newarrivaldress.com. Slight color mismatches between the color of your dress and the color shown on the screen may not mean that the dress is defective or mis-shipped. However, if you are confident that you have received the item in the wrong color, please send photos to our customer service email:service8@newarrivaldress.com, we will solve the issue within 24 hours.

Customer Service

Email: service8@newarrivaldress.com

Address: Floor 4, Building 8, No. 1, Huayun Road, Suzhou Industrial District, 215000, China

Open time: 8:00–18:00 GMT+8:00 (Monday–Friday)


Custom Clearance Taxes
We do not accept the refund request for your refusal to sign for the parcel because of the taxes.
All of our orders are shipped as D.D.U.(Delivered Duties Unpaid), Newarrivaldress.com cannot be held responsible for any accrued additional charges such as taxes, duties, or tariffs that may apply to international orders. To find out more about this, please contact your local customs office.


The Items cannot be returned. 

Please note that the custom-size dress and the swimwear are not returnable. 

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