COVID-19 Update: Due to shelter in place mandates in Canada, our Canadian warehouse was temporarily closed but has reopened. We are processing returns and refunds once more for orders returning to this location but because of the temporary closure, it may take some additional time. Thank you for your patience and understanding.
Due to the impacts of COVID-19, we understand it may be difficult to make returns as quickly as you would like. As a result, we are extending the time allowed for standard returns to 45 days.
All items must be returned in original condition, unaltered, unworn, with tags attached. We encourage you to unpack your items and try them on as soon as possible. All items must be in original condition, unworn, unaltered, with tags attached. Azazie will only issue one prepaid return label per order, so we recommend returning all unwanted items at one time.
Please keep in mind that the majority of Azazie products are made-to-order to help reduce waste and keep prices low for our customers. Because of this, returns of 3 or more dresses/separates in an order will be subject to a 10% restocking fee, which will automatically be deducted from the refund.
The following items are not eligible for returns:
- Custom Size Dresses
- Fabric by-the-yard
- Measuring tapes
- Items marked FINAL SALE
- Log into your Azazie.ca account within 45 days (temporarily extended due to COVID-19) of delivery and go to "My Account."
- Select the order you’d like to return and click the “Return Items” button under “Action.”
- Fill out the return form and an automated email will be sent to you within 24 hours, including a PDF file containing the Return Merchandise Authorization (RMA) form and the prepaid return label.
- Pack the RMA form along with the returning items back into the original box (or one of similar or smaller size)* and affix the return label on top.
- Drop the package off with the designated shipping carrier noted on the return label before the label expires.
It can take some time for a return package to arrive and will take a few additional days to process the package into the warehouse. Once completed, any applicable refunds will be processed on our end within 5 - 7 business days. You'll receive a confirmation email for your records once your refund is complete. It may take some additional time for the financial institution to place the funds back into the account.
*Orders returned in oversized boxes may have additional shipping costs deducted from the refund amount.
We do not offer an exchange service for any products at this time. Many of our items are made-to-order, so we don't keep these items in stock. If an item doesn't work and another one is needed, a return will need to be processed for all unwanted items (if eligible) and a new order must be placed for new items. All new orders are subject to the current turnaround times. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
Custom size dresses cannot be returned as custom dresses are made to the measurements provided by and made for you. Please ensure you measure according to the guidelines on our Size Chart to ensure the best fit. If you are measured by a tailor, please provide them with our measuring videos to ensure all measurements are taken according to our specifications. Because custom sizing is basic, additional alterations may be needed for your preferred fit.
Azazie offers an alterations reimbursement up to a certain amount to help ensure that perfect fit. Your reimbursement allocation is dependent on the cost of the dress. To apply for the alteration reimbursement simply have the dress altered locally by a seamstress and then upload a photo of the itemized receipt through your azazie.ca account and Azazie will reimburse up to the following limits in CAD, based on dress price:
- Dress $99 and under - limit $30
- Dress $100 - $139 - limit $45
- Dress $140 - $299 - limit $70
- Dress above $300 - limit $100
Reimbursements are issued to the original form of payment and an email will be sent once processed.
Azazie has a limited amount of time to cancel orders once they have been confirmed and paid for. After a certain point, they move into production or begin processing and cancellations can no longer be requested. Items cannot be added to or removed from a preexisting order. If something in the order is not correct, the entire order will need to be canceled and a new order for the preferred items will need to be placed. Cancellation windows and corresponding items can be found below:
- 72 Hour Cancellations Window - for Made to Order items with a production period
- 30 Minute Cancellations Window - for ready made items with a processing time
You can find our current turnaround times per item here.
If an order must be canceled after the window passes, the order must arrive and then a return can be requested (if eligible).
We are only able to process a limited number of changes for orders after they are placed. Once this window has passed, no further changes can be made.
For made to order items (requiring a production period), we have a 72-hour changes window for the following:
- Custom Measurements
- Shipping Address
For ready made items (requiring a short processing period), we have a 30-minute changes window for the shipping address only. No other changes can be made.
Please note that we are unable to change the style of a dress once the order has been placed and we cannot change the size from a Standard (0-30) to a Custom (made to your measurements) under any circumstance. You would need to cancel your order and place a new order for the correct style or sizing option.
To request a change, reach out to customer service with your order number and the change you would like to make.
If you are past your order’s 30 minute or 72 hour Changes window we will not be able to process the change or cancellation. You may return the item when it arrives, if eligible, and place a new order for the correct items.
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.