Return & Refund

Thank you for shopping at urcustom.com. Your satisfaction is our top priority. Upon receiving your package, we kindly request that you inspect the dress to ensure it meets your order specifications. We recommend trying on your hoodie as soon as possible while keeping the tags intact and refraining from altering or washing the garment. If your order falls short of your expectations, our dedicated team is here to assist you. Please don't hesitate to contact us at your earliest convenience so we can initiate the return and refund process for you.

Return Policies

  1. Condition of Returns and Exchanges: If you are returning or exchanging dresses or accessories, please ensure they are in their original condition – unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, with tags intact and attached, and without affecting their secondary sales. Items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.

  2. Initiating the Return Process: Contact our Customer Service within 60 calendar days of receiving your item(s). Weekends are also included in these days, so it is advisable to contact our customer service department as soon as possible to initiate your return.

  3. Color Errors: If the color of the received item does not match your order, you are entitled to a full refund.

  4. Reporting Defective or Wrongly Shipped Items: If you receive an item that you believe is defective, damaged, or wrongly shipped, please take images of the original package. This will expedite the processing of your return, whether for a partial refund or a full refund.

  5. Shipping Return Items: When sending your return to us, please retain your shipping receipt and tracking information. We cannot be held responsible for returned goods that are incorrectly shipped, damaged, or lost during transit.

  6. Shipping Charges: Shipping charges are processed through a third-party collaboration platform. Kindly understand that both the original shipping fee and the return shipping fee are non-refundable. Additionally, please be aware of third-party payment platform fees. Transaction fees incurred via PayPal payments will be refunded to the customer's original account during a refund. However, transaction fees generated from credit card payments will not be refunded, and customers are responsible for these fees.

Please note that this revised policy aims to provide clear and detailed guidelines for returns and exchanges, ensuring a smooth and fair process for our valued customers.

Here's an edited version of your Return Process policy:

Return Process

  1. Submit a Return Request: Contact our Customer Service via the "Contact Us" page within 60 days of receiving your order. Please provide an explanation and include photographs that state the reason for your return.

  2. Approval and Return Instructions: Once our Customer Service approves your request, we will provide you with a return address along with a Product Return Form. This form must be completed and included with your return. Please ship the item(s) through your local post office within 3-5 business days of receiving the return form. Ensure you keep the tracking number safe. We do not accept returns without prior approval from our Customer Service, and please do not return items to the address on the package.

  3. Inspection and Refund: All returned items will undergo inspection. We will process the refund when we confirm that the product has the issues you mentioned. After we process the refund, it typically takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service.

Return Time frame: Returns are accepted within 60 days of receiving the product.

Process:

  1. Contact customer service, describing the issue and providing images of the problem.
  2. Receive a reasonable return solution & form.
  3. Ship the dress to the designated address.
  4. Receive the refund.

Cost: Specific refund amounts depend on the circumstances, with partial or full refunds considered. (The customer is responsible for return shipping costs. For example, if the shipping fee is US$10, the customer needs to cover it.)

Processing Time: Refunds will be processed within 10-15 business days.

Conditions:

  1. Returns will not be accepted if the user causes the item to become unsellable, as described above, after receiving the product.
  2. Returns will not be accepted for customer-selected wrong sizes or colors, leading to issues of fit or personal preference.
  3. Due to factory-related issues causing size or color problems, partial or full refunds will be processed.

Important Note: Returns and refunds require prior approval from our customer service representative to obtain a new return address. Please do not return the item without informing us. If you return the item without our knowledge or use a different address without our confirmation, we reserve the right to refuse the return and will not assume any responsibility. This return policy does not apply to our business resellers. Please contact us for additional instructions.

15-Day Limited Return/Exchange Policy

We want you to love your purchase, but we understand that sometimes things don't work out. Our 15-day limited return/exchange policy is designed to be as straightforward as possible:

  • Eligible Reasons for Return/Exchange:

    • Incorrect size selection for clothing.
    • Change of mind, personal taste differences, or if the item didn't match expectations based on the product description.
    • Ordering multiple personalized items for comparison or sizing purposes.

  • Costs:

    • Customers are responsible for the cost of return shipping and any fees associated with the replacement item.

  • Personalized Items:

    • Due to their unique nature, returning personalized items will incur a 30% restocking fee. We craft each piece with care, and this fee helps cover the costs of this customization.

Please ensure you review your order carefully before purchasing, especially when selecting sizes or personalizing items. Our aim is to ensure you are completely satisfied with your purchase, so if you have any questions or concerns, please don't hesitate to contact us.

Company Address:Room 1303, Building 9, Zhenxingyuan, Quanjiao Road, Yaohai District, Hefei City, Anhui Province(not return address).

Our service email: service@urcustom.com