Shipping & Delivery

Before shipping, every order goes through order verification, payment confirmation, quality inspection and packaging.

Rental and Sample Sale (ready-to-ship items): We aim to ship within 7 business days after your order is confirmed and payment is received, plus any alteration time agreed with you.

Made-to-Order and Bespoke (custom items): Production starts once we have received all required details, including your confirmed design and measurements. Your estimated production time is confirmed in writing when you order (usually 2–4 months). We ship as soon as production and quality checks are complete.

Business days exclude weekends, public holidays and company closure days. Processing times do not include shipping transit time. During busy periods, processing may take slightly longer. If we expect a delay to your order, we will tell you as soon as possible.

We may cancel an order in case of invalid payment, suspected fraud or a stock error. If we cancel, we will contact you first and refund any amount you have paid for that order in full.

Need your order sooner? Contact us before ordering at info@theweddinggown.hk.

We ship worldwide with trusted couriers, including DHL. The available shipping options, estimated delivery time and shipping cost for your destination are shown at checkout before you pay.

Delivery times are estimates provided by the courier and are not guaranteed. Deliveries to remote areas may take longer.

Shipping fees are shown at checkout and confirmed in your order. Any change to our shipping fees applies only to orders placed after the change.

If we cancel your order, or if your gown arrives faulty or not as described, we will refund the shipping fee. In other cases, shipping fees already paid to the courier are not refundable.

We ship to most countries and regions. We cannot ship to destinations under trade sanctions or where our couriers do not operate. Unsupported destinations are not available at checkout.

Please check that wedding gowns can be imported into your country. If an item cannot be delivered because of local import rules, we will contact you to find a solution.

Please check your address carefully before ordering. If you notice an error, contact us as soon as possible and we will correct it if the order has not yet shipped.

Once your order has shipped, the address can only be changed through the courier, and any extra courier fees will be charged to you.

Before dispatch, we record photos and video of your gown and its packaging. On request, we will share them with you, and we will use them to support any claim with the courier.

International orders may be subject to import duties, taxes (such as VAT or GST) and clearance fees set by your country. Unless stated otherwise at checkout, these charges are not included in your order price and are paid by you to the courier or customs authority.

We complete customs declarations accurately, in line with the applicable rules. We cannot declare a lower value or a different description than the actual item.

If you do not pay the duties or taxes due, the parcel may be returned to us. See section 9.

When your parcel arrives, please check its outer packaging. If it is visibly damaged, you may note this with the courier or refuse the delivery.

If your gown arrives damaged, faulty, incomplete or is lost in transit, please contact us within 48 hours of delivery (or of the expected delivery date, if it hasn’t arrived) at info@theweddinggown.hk, with photos of the parcel and the gown. We will investigate with the courier and, where the claim is confirmed, offer a repair, replacement or refund, as appropriate.

To the extent permitted by law, our total liability for loss or damage during shipping is limited to the amount you paid for the affected item and its shipping. This does not affect your statutory rights.

If a parcel is returned to us because delivery was refused without valid reason, the address was incorrect, or duties were not paid, we will contact you to arrange re-delivery or cancellation.

If the order is cancelled, we will refund the amount paid, minus the reasonable costs we actually incurred: outbound and return shipping, return duties, and, for custom-made items, the costs of production already carried out. We will provide a breakdown of these costs.

Rush production or express delivery is only confirmed once agreed in writing and any rush fee is paid.

Changes to size, design or delivery details after your order is confirmed may be possible if production has not started. We will tell you in writing whether the change is possible, and of any additional cost, before making it.

We are not responsible for delays caused by events beyond our reasonable control, such as natural disasters, public health measures, strikes, transport disruptions or customs inspections. In such cases, we will keep you informed and arrange delivery as soon as possible. If the delay is significant, you may cancel the affected order and receive a refund of any amount paid for items not yet shipped.

We may update this policy from time to time. The version in force when you place your order applies to that order.