Refund policy

REFUND POLICY

We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags attached, and in its original packaging. You will also need the receipt or other proof of purchase.

To request a return, please contact us at support@sissydress.com.

If your return is accepted, we will provide you with instructions on how and where to send your package and, where applicable, a return shipping label.

Items returned to us without first requesting and receiving return authorization will not be accepted.

You can contact us at support@sissydress.com with any questions regarding returns.

RETURN SHIPPING COSTS

Unless the item you received is defective, damaged, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs.

Original shipping charges are generally non-refundable unless the return is due to an error by SissyDress or otherwise required by applicable law.

We recommend using a trackable shipping service for returns. SissyDress is not responsible for return packages that are lost or damaged while being shipped back to us.

DAMAGES AND ISSUES

Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item.

Please include your order number, a description of the issue, and clear photographs showing the problem so that we can evaluate the issue and provide an appropriate solution.

Depending on the circumstances, we may offer a replacement, repair, partial refund, full refund, or another appropriate solution.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain items are not eligible for return under our voluntary 30-day return policy.

Custom-made, made-to-order, special-order, personalized, altered, or customized products generally cannot be returned or exchanged because they are produced specifically for the customer's order.

This includes products manufactured according to measurements, sizing information, colors, materials, design specifications, or other customization options selected or provided by the customer.

Custom or personalized products may still be eligible for a remedy if they arrive defective, damaged, materially different from the confirmed order specifications, or where return or refund rights are required by applicable law.

Certain other products may also be non-returnable for hygiene, health, safety, or other reasons where permitted by applicable law.

Please contact us before placing your order if you have questions about whether a particular product is eligible for return.

Sale items and gift cards are not eligible for return under our voluntary return policy, except where applicable law requires otherwise.

CUSTOM-MADE AND MADE-TO-ORDER PRODUCTS

Many products sold by SissyDress are custom-made or made-to-order.

Please carefully review your measurements, size, color, fabric, design options, and other customization information before placing your order.

Customers are responsible for providing accurate measurements and customization information.

Products that are correctly manufactured according to the measurements, specifications, or customization information provided by the customer are generally not considered defective solely because they do not fit as expected.

If we make an error in producing your custom order, please contact us at support@sissydress.com so that we can review the issue and provide an appropriate solution.

EXCHANGES

For eligible non-customized items, the fastest way to receive a different item is to request a return for the item you currently have and, once the return is accepted, place a separate order for the replacement item.

Custom-made, made-to-order, personalized, or altered products generally cannot be exchanged unless there is a defect, production error, or other circumstance requiring a remedy under applicable law.

EUROPEAN UNION 14-DAY RIGHT OF WITHDRAWAL

If your order is shipped to a consumer in the European Union and the statutory right of withdrawal applies to your purchase, you generally have the right to withdraw from the purchase within 14 days after receiving the goods without providing a reason.

The statutory 14-day right of withdrawal is subject to exceptions under applicable law.

In particular, the right of withdrawal generally does not apply to goods that are made to the customer's specifications or are clearly personalized.

Therefore, custom-sized, personalized, or otherwise specially manufactured products may not qualify for the 14-day right of withdrawal.

For products that qualify for the statutory right of withdrawal, the item should be returned in substantially the same condition in which it was received. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Unless otherwise required by applicable law or agreed by SissyDress, customers exercising the EU statutory right of withdrawal are responsible for the direct cost of returning the goods.

Nothing in this Refund Policy limits any mandatory consumer rights available to you under applicable law.

REFUNDS

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days.

Please remember that your bank, credit card company, PayPal, or other payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@sissydress.com.

Refunds may be reduced by applicable return shipping costs, shipping charges, or other amounts where permitted by applicable law and this Refund Policy.

CANCELLATIONS

Because many of our products are custom-made or made-to-order, production may begin shortly after payment is confirmed.

If you wish to cancel an order, please contact us as soon as possible at support@sissydress.com.

We cannot guarantee that an order can be cancelled once production has started, materials have been prepared or ordered specifically for your product, customization work has begun, or the order has been shipped.

Any statutory cancellation or withdrawal rights available under applicable law remain unaffected.

CONTACT INFORMATION

If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact us:

Hong Kong Sissy Home Limited

Room 18, 2/F, TUSPARK 118, Wai Yip Street, Kwun Tong, Kowloon, Hong Kong

Email: support@sissydress.com