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Return Policy

Español Français Deutsch Italiano

 

In this article, you can find important information regarding our return policy, including the following topics (hyperlinked to the appropriate section for ease of access):

 


Before ordering with us,
please be sure to carefully read this article. You will be required to check that you have read and understood this article during checkout (the article will be linked on the checkout page).

 

Screen_Shot_2022-10-04_at_12.12.10_PM.png

 

RETURN POLICY: 

We encourage customers to inspect and try on all items as soon as they are delivered as standard size dresses and most accessories are only returnable within 30 days of delivery. Jewelry and headpieces are only returnable within 7 days of delivery


All returnable items must be unwashed, unworn, and in original condition with their tags still attached. Returned items are refunded the amount paid for the items along with applicable taxes but shipping and any rush fees (if applicable) will not be refunded. Refunds will be rejected for any items arriving back with obvious signs of wear, alterations, or missing tags.

 

We do not offer exchanges at this time as we are a primarily made to order company. To get a new item, you'll need to place a new order. Prior pricing or discounts used when the original order was placed will not be honored for a new order.

NON-RETURNABLE ITEMS

  • Custom Size Dresses
  • Swatches
  • Fabric by-the-yard
  • Measuring Tapes
  • Ready to Ship or Outlet Dresses
  • Purchased At-Home Try On Dresses
  • Face Masks
  • Garment Bags
  • Shapewear 
  • Robes & Lingerie

 

RESTOCKING FEE:
While we accept standard sized dresses back within the designated window, we do charge a restocking fee on returns of select items. For US customers, we charge a 5% restocking fee on your first returned item and a 10% restocking fee for your subsequent returned items, including:

 
Keep in mind that the majority of Azazie products are made-to-order to help reduce environmental waste and (to keep prices low for our customers) we charge these fees, which are automatically deducted from your refund amount.

However, if you previously utilized our At-Home Try On Program within the past 6 month and ordered the same type of dress (meaning you ordered a bridesmaid try-on and purchased a bridesmaid dress), we’ll make a one time exception and waive the restocking fee on your first dress return*. Your next return will result in the 5% restocking fee and all subsequent returns after that will be charged the 10% restocking fee.

International customers, who are unable to order try-on dresses, will only be charged a 10% restocking fee on returns of 3 or more of the above items within a 6 month period. 


Azazie will only issue one prepaid return label or one prepaid return method (such as Happy Returns) per order, so we recommend returning all unwanted items at one time.​ If you received a free garment bag(s) and/or a pannier and need to return your order, you may keep these items (they are a free gift sent with select items). 

After ordering, if your item becomes retired or the color is retired, the item will still be returnable, as long as it adheres to the rest of our return policy as stated above. 

Please Note: Once your return is in transit back to us we cannot resend any of the items to you. Please make sure you do not include non-Azazie items in your return package as we are unable to send them back to you. 

 

*the fee would be waived on the lowest priced item.

 

RETURN INSTRUCTIONS:

International customers will be eligible to return their orders via a prepaid return label while US customers have the option to return their orders with either a prepaid return label or through Happy Returns (a quicker option). 

Please do not ship items back without approval first. Orders sent back to us without approval will be rejected. Please also note that orders being returned must be shipped back to the country where the order was placed. For example, If you ordered from the US, that return will need to be mailed back to the US. Once you process your return, the return label (if applicable) will provide you with the correct address to ship the order. 

Find steps for processing both return types below.

 

1. PULL UP YOUR ORDER PAGE

  • Ordered Through Account:
    Login and click here to go to your account page and then click on the order number in question to pull up the order page. If you have trouble getting into your account, you may have used Guest Checkout.

  • Ordered Through Guest Checkout:
    Click here and fill out your order number and the email used to place the order (where you have received emails related to your order) to pull up your order page.

2. CHOOSE YOUR RETURN METHOD 

  • US Customers:
    Under the “Action” section of your order page, choose the “Return Items” option. US customers will see the following pop up appear and have two options: “Return In Person” or “Via Mail.” Bridal Gowns cannot be returned via Happy Returns so be sure to choose "Via Mail" for these items.

Screen_Shot_2022-06-08_at_9.46.22_PM.png

 

        • If you choose “Return In Person,” you’ll be able to return your order in person at a Happy Returns location. You won’t need to print anything out or package anything up and your refund (if applicable) will begin processing as soon as you drop off your items.

          Before choosing this option, visit the Happy Returns Location page and look up your city or zip code to ensure there is a location near you. 

        • If you choose “Via Mail,” you’ll be sent a prepaid return label to print out and you’ll need to box your items back up and drop them off with the designated carrier. It may take 2 weeks or so for your back to arrive back and your refund to be completed. Bridal gowns can only be returned “Via Mail.”

        •  NOTE: If you decide later you'd rather return via a different return method than was chosen, we will be unable to make this change for you. So be sure you are certain before making your choice!

  • International Customers:
    Under the “Action” section of your order page, choose the “Return Items” option and begin processing your return via the form that appears. International customers can only return their orders via a prepaid return label option.

3. COMPLETE RETURN FORM

  • Happy Returns:
    Select each item you would like to return (non-returnable items or items past their return window will not be able to be selected), choose the reason for the return, and leave any additional comments needed before clicking “Next Step.”

    You'll confirm everything looks correct and click “Submit your Return” and you’ll immediately be provided with your Happy Returns QR code and the email on file for your order will also be emailed with the info (you can request to send it to an alternative email at this stage).

  • Return Label:
    Select each item you would like to return, choose the reason for the return, and leave any additional comments before submitting your request. You'll be emailed a PDF with your return label and instructions to the email on file for your order.

4. DROP OFF RETURN

  • Happy Returns:
    Bring your items to one of the Happy Returns locations (no need to box anything up) and show them the QR code and Express Code you were emailed and the Happy Returns agent will scan the codes, verify the correct items have been returned, and your refund will begin processing immediately.

  • Return Label:
    Box the item(s) up, drop the package off with the designated carrier by the deadline provided, then wait 7-10 days for the package to arrive back and be scanned into our warehouse and then an additional 3-4 days for us to process your refund.

 

RETURNING TRY-ON DRESSES:  

Try-On dresses must be postmarked for return by the 7th day of delivery.

Australian, Canadian, and UK customers will have a pre-paid return label included in the box with their try-on dresses and can simply box the dresses back up, put the label on top, and drop the package off at their local Australia Post, Canada Post, or Royal Mail locations. We’ll email a confirmation once the package is scanned back into our warehouse (usually within a few days of delivery).

US customers will follow the steps under the “RETURN INSTRUCTIONS” section of this article to process their return. You can choose to either drop off your return at your local Happy Returns location (which will speed up the return process) or choose to receive a traditional pre-paid return label to send the order back (this process will take longer). Learn more about the options in the instructions linked above. 

 

For more information regarding Try-On dress returns, please see our At-Home Try On Dress FAQ.

*BRIDAL GOWN TRY-ONS CANNOT BE RETURNED WITH HAPPY RETURNS*

 

RESERVED RIGHTS REGARDING RETURNS: 

We reserve the right to define and limit, refuse, and/or reject returns from customers at any time due to but not limited to:


  • Irregular or excessive returns history indicative of "wardrobing."
  • Irregular or excessive returns history involving worn, altered, laundered, damaged, missing items.
  • Potential fraudulent or criminal activity.
  • Bulk orders with multiple sizes/variations of items of the same type.

 

DAMAGED, DEFECTIVE, OR MIS-SHIPPED DRESSES: 

Azazie will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items as long as we are notified within 30 days of delivery to you.


If the item arrives damaged or defective, please contact our Customer Service team directly for assistance with the following information. Our customer service team can be reached here. After 30 days, we may not be able to process a full refund. 

 

REFUND DETAILS: 

PROCESSING TIME

Once initiated, refunds generally take 3-4 days to be processed on our end but it may take your financial institution an additional week or so to get the funds back into your account. We’ll email you a confirmation once the refund is posted on our end.

Excluding US returns processed through Happy Returns, refunds only begin once a returned package has been scanned back into our warehouse. It can generally take a few weeks for a return to arrive back and be processed back into our warehouse. For US customers using Happy Returns, the refund will begin processing as soon as the items have been dropped off at your local Happy Returns location.

WHAT GETS REFUNDED

For returned items we refund the price paid for the returned item(s) plus applicable sales tax. We do not refund rush fees, shipping fees, or taxes paid on shipping. We also will deduct an additional 10% off of your refund total if 3 or more dresses have or will be returned once this return is processed.

ACCOUNT CLOSED

If your account has since closed, the refund may still be processed back to your bank but they can definitely pass the funds onto you! To help with that, do feel free to reach out to us and we can provide you with some helpful documentation you can send to them.

 

CARD CANCELLED

If your refund has been processed but the card you used to place your order has been cancelled, no need to worry. The refund is processed back to the account linked to your card, not to the card itself.

 

CHECKS

We cannot refund via check upon request. If a refund is sent via check and a new check is needed, then a $25 handling fee will be deducted from the original refund amount to process the cancellation of the first check. This fee cannot be waived for any reason.

 

GIFT CARDS

We do not recommend using gift cards (Visa, Master Card, etc) to place orders but if you do, please hold onto the gift card. If you decide to make a return, the refund will go back onto the gift card. We have no way to stop this or change the refund method.

 

Have more questions? Submit a request
Returns, Refunds, & More
Return Policy
Español Français Deutsch Italiano

 

In this article, you can find important information regarding our return policy, including the following topics (hyperlinked to the appropriate section for ease of access):

 


Before ordering with us,
please be sure to carefully read this article. You will be required to check that you have read and understood this article during checkout (the article will be linked on the checkout page).

 

Screen_Shot_2022-10-04_at_12.12.10_PM.png

 

RETURN POLICY: 

We encourage customers to inspect and try on all items as soon as they are delivered as standard size dresses and most accessories are only returnable within 30 days of delivery. Jewelry and headpieces are only returnable within 7 days of delivery


All returnable items must be unwashed, unworn, and in original condition with their tags still attached. Returned items are refunded the amount paid for the items along with applicable taxes but shipping and any rush fees (if applicable) will not be refunded. Refunds will be rejected for any items arriving back with obvious signs of wear, alterations, or missing tags.

 

We do not offer exchanges at this time as we are a primarily made to order company. To get a new item, you'll need to place a new order. Prior pricing or discounts used when the original order was placed will not be honored for a new order.

NON-RETURNABLE ITEMS

  • Custom Size Dresses
  • Swatches
  • Fabric by-the-yard
  • Measuring Tapes
  • Ready to Ship or Outlet Dresses
  • Purchased At-Home Try On Dresses
  • Face Masks
  • Garment Bags
  • Shapewear 
  • Robes & Lingerie

 

RESTOCKING FEE:
While we accept standard sized dresses back within the designated window, we do charge a restocking fee on returns of select items. For US customers, we charge a 5% restocking fee on your first returned item and a 10% restocking fee for your subsequent returned items, including:

 
Keep in mind that the majority of Azazie products are made-to-order to help reduce environmental waste and (to keep prices low for our customers) we charge these fees, which are automatically deducted from your refund amount.

However, if you previously utilized our At-Home Try On Program within the past 6 month and ordered the same type of dress (meaning you ordered a bridesmaid try-on and purchased a bridesmaid dress), we’ll make a one time exception and waive the restocking fee on your first dress return*. Your next return will result in the 5% restocking fee and all subsequent returns after that will be charged the 10% restocking fee.

International customers, who are unable to order try-on dresses, will only be charged a 10% restocking fee on returns of 3 or more of the above items within a 6 month period. 


Azazie will only issue one prepaid return label or one prepaid return method (such as Happy Returns) per order, so we recommend returning all unwanted items at one time.​ If you received a free garment bag(s) and/or a pannier and need to return your order, you may keep these items (they are a free gift sent with select items). 

After ordering, if your item becomes retired or the color is retired, the item will still be returnable, as long as it adheres to the rest of our return policy as stated above. 

Please Note: Once your return is in transit back to us we cannot resend any of the items to you. Please make sure you do not include non-Azazie items in your return package as we are unable to send them back to you. 

 

*the fee would be waived on the lowest priced item.

 

RETURN INSTRUCTIONS:

International customers will be eligible to return their orders via a prepaid return label while US customers have the option to return their orders with either a prepaid return label or through Happy Returns (a quicker option). 

Please do not ship items back without approval first. Orders sent back to us without approval will be rejected. Please also note that orders being returned must be shipped back to the country where the order was placed. For example, If you ordered from the US, that return will need to be mailed back to the US. Once you process your return, the return label (if applicable) will provide you with the correct address to ship the order. 

Find steps for processing both return types below.

 

1. PULL UP YOUR ORDER PAGE

  • Ordered Through Account:
    Login and click here to go to your account page and then click on the order number in question to pull up the order page. If you have trouble getting into your account, you may have used Guest Checkout.

  • Ordered Through Guest Checkout:
    Click here and fill out your order number and the email used to place the order (where you have received emails related to your order) to pull up your order page.

2. CHOOSE YOUR RETURN METHOD 

  • US Customers:
    Under the “Action” section of your order page, choose the “Return Items” option. US customers will see the following pop up appear and have two options: “Return In Person” or “Via Mail.” Bridal Gowns cannot be returned via Happy Returns so be sure to choose "Via Mail" for these items.

Screen_Shot_2022-06-08_at_9.46.22_PM.png

 

        • If you choose “Return In Person,” you’ll be able to return your order in person at a Happy Returns location. You won’t need to print anything out or package anything up and your refund (if applicable) will begin processing as soon as you drop off your items.

          Before choosing this option, visit the Happy Returns Location page and look up your city or zip code to ensure there is a location near you. 

        • If you choose “Via Mail,” you’ll be sent a prepaid return label to print out and you’ll need to box your items back up and drop them off with the designated carrier. It may take 2 weeks or so for your back to arrive back and your refund to be completed. Bridal gowns can only be returned “Via Mail.”

        •  NOTE: If you decide later you'd rather return via a different return method than was chosen, we will be unable to make this change for you. So be sure you are certain before making your choice!

  • International Customers:
    Under the “Action” section of your order page, choose the “Return Items” option and begin processing your return via the form that appears. International customers can only return their orders via a prepaid return label option.

3. COMPLETE RETURN FORM

  • Happy Returns:
    Select each item you would like to return (non-returnable items or items past their return window will not be able to be selected), choose the reason for the return, and leave any additional comments needed before clicking “Next Step.”

    You'll confirm everything looks correct and click “Submit your Return” and you’ll immediately be provided with your Happy Returns QR code and the email on file for your order will also be emailed with the info (you can request to send it to an alternative email at this stage).

  • Return Label:
    Select each item you would like to return, choose the reason for the return, and leave any additional comments before submitting your request. You'll be emailed a PDF with your return label and instructions to the email on file for your order.

4. DROP OFF RETURN

  • Happy Returns:
    Bring your items to one of the Happy Returns locations (no need to box anything up) and show them the QR code and Express Code you were emailed and the Happy Returns agent will scan the codes, verify the correct items have been returned, and your refund will begin processing immediately.

  • Return Label:
    Box the item(s) up, drop the package off with the designated carrier by the deadline provided, then wait 7-10 days for the package to arrive back and be scanned into our warehouse and then an additional 3-4 days for us to process your refund.

 

RETURNING TRY-ON DRESSES:  

Try-On dresses must be postmarked for return by the 7th day of delivery.

Australian, Canadian, and UK customers will have a pre-paid return label included in the box with their try-on dresses and can simply box the dresses back up, put the label on top, and drop the package off at their local Australia Post, Canada Post, or Royal Mail locations. We’ll email a confirmation once the package is scanned back into our warehouse (usually within a few days of delivery).

US customers will follow the steps under the “RETURN INSTRUCTIONS” section of this article to process their return. You can choose to either drop off your return at your local Happy Returns location (which will speed up the return process) or choose to receive a traditional pre-paid return label to send the order back (this process will take longer). Learn more about the options in the instructions linked above. 

 

For more information regarding Try-On dress returns, please see our At-Home Try On Dress FAQ.

*BRIDAL GOWN TRY-ONS CANNOT BE RETURNED WITH HAPPY RETURNS*

 

RESERVED RIGHTS REGARDING RETURNS: 

We reserve the right to define and limit, refuse, and/or reject returns from customers at any time due to but not limited to:


  • Irregular or excessive returns history indicative of "wardrobing."
  • Irregular or excessive returns history involving worn, altered, laundered, damaged, missing items.
  • Potential fraudulent or criminal activity.
  • Bulk orders with multiple sizes/variations of items of the same type.

 

DAMAGED, DEFECTIVE, OR MIS-SHIPPED DRESSES: 

Azazie will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items as long as we are notified within 30 days of delivery to you.


If the item arrives damaged or defective, please contact our Customer Service team directly for assistance with the following information. Our customer service team can be reached here. After 30 days, we may not be able to process a full refund. 

 

REFUND DETAILS: 

PROCESSING TIME

Once initiated, refunds generally take 3-4 days to be processed on our end but it may take your financial institution an additional week or so to get the funds back into your account. We’ll email you a confirmation once the refund is posted on our end.

Excluding US returns processed through Happy Returns, refunds only begin once a returned package has been scanned back into our warehouse. It can generally take a few weeks for a return to arrive back and be processed back into our warehouse. For US customers using Happy Returns, the refund will begin processing as soon as the items have been dropped off at your local Happy Returns location.

WHAT GETS REFUNDED

For returned items we refund the price paid for the returned item(s) plus applicable sales tax. We do not refund rush fees, shipping fees, or taxes paid on shipping. We also will deduct an additional 10% off of your refund total if 3 or more dresses have or will be returned once this return is processed.

ACCOUNT CLOSED

If your account has since closed, the refund may still be processed back to your bank but they can definitely pass the funds onto you! To help with that, do feel free to reach out to us and we can provide you with some helpful documentation you can send to them.

 

CARD CANCELLED

If your refund has been processed but the card you used to place your order has been cancelled, no need to worry. The refund is processed back to the account linked to your card, not to the card itself.

 

CHECKS

We cannot refund via check upon request. If a refund is sent via check and a new check is needed, then a $25 handling fee will be deducted from the original refund amount to process the cancellation of the first check. This fee cannot be waived for any reason.

 

GIFT CARDS

We do not recommend using gift cards (Visa, Master Card, etc) to place orders but if you do, please hold onto the gift card. If you decide to make a return, the refund will go back onto the gift card. We have no way to stop this or change the refund method.

 

Have more questions? Submit a request.
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