Refund & Return Policy

Refund & Return Policy

At GownGown, we want you to love every dress you receive. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read this policy carefully before initiating a return.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

• Returned within 14 days of the delivery date

• Unworn, unwashed, and unused

• All original tags and labels still attached

• In original packaging, including any garment bags or boxes

• Free from stains, odours, pet hair, or signs of wear

We reserve the right to refuse returns that do not meet these requirements. If a returned item shows signs of being worn, washed, or damaged, we may return it to you at your expense.

Non-Returnable Items

The following items are not eligible for return:

• Items marked as final sale or clearance

• Intimates, lingerie, or swimwear (for hygiene reasons)

• Gift cards

• Items damaged due to improper care or handling by the customer

How to Initiate a Return

To start your return, please contact us at gowngown@outlook.com with the following information:

• Your order number

• The item(s) you wish to return

• The reason for the return

We will respond within 1–2 business days with return instructions and the address to send your package. Please do not send items back without first contacting us, as we cannot guarantee that we will receive or process them.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to our error (for example, we sent the wrong item or the item arrived with a manufacturing defect). In such cases, we will provide a prepaid return label or reimburse reasonable return shipping costs upon verification.

We recommend using a trackable shipping service and purchasing shipping insurance for your return, as we cannot be held responsible for packages lost or damaged in transit.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 5–7 business days.

Please note the following:

• The original shipping charges are non-refundable

• Refunds will be issued for the item price and applicable taxes only

• Depending on your payment provider, it may take additional time for the refund to appear in your account

If you have not received your refund within 14 days of our approval, please contact us at gowngown@outlook.com.

Exchanges

If you would like to exchange an item for a different size or colour, please contact us at gowngown@outlook.com. We will do our best to accommodate your request based on available stock. Exchanges are treated as a return and a new purchase. You will need to return the original item and place a new order for the desired item.

Please note that we do not offer free exchanges; return shipping costs for the original item are your responsibility, and new shipping charges will apply to the replacement order.

Defective or Incorrect Items

We take great care in quality checking every dress before shipment. However, in the rare event that you receive a defective item (fabric flaw, broken zipper, loose stitching) or an incorrect item (wrong size, colour, or style), please contact us within 7 days of delivery at gowngown@outlook.com.

Include clear photographs of the defect or the incorrect item, along with your order number. We will review your case and arrange for a replacement or full refund, including return shipping costs, if the issue is confirmed to be our error.

Late or Missing Refunds

If you have not received your refund after we have confirmed its approval, please check the following:

• Confirm with your bank or credit card company, as processing times may vary

• Check with your payment provider (such as PayPal) for any holds or delays

If you have done all of the above and still have not received your refund, please contact us at gowngown@outlook.com with your order number and we will assist you further.

International Returns

For international orders, return shipping costs and customs duties are the responsibility of the customer. We recommend using a shipping method with tracking and insurance. Please note that refunds for international returns may take longer due to customs clearance and international bank processing times.

Final Sale Items

Items purchased during promotional sales, clearance events, or marked as "final sale" are non-returnable and non-refundable. Please ensure you have checked the product details and sizing carefully before purchasing these items.

Contact Us

If you have any questions about our Refund & Return Policy, or if you need assistance with a return, please do not hesitate to reach out:

Email: gowngown@outlook.com

We are committed to resolving any issues promptly and fairly. Your satisfaction is important to us, and we will work with you to ensure a positive experience.