Terms & Conditions

An order or booking is confirmed only when:

• The required payment has been successfully received
• TWG has accepted the order or booking
• Any information required to proceed has been provided
• Where applicable, the relevant design, measurements or specifications have been confirmed

Customers are responsible for providing complete and accurate information, including:

Please check all details carefully before confirmation.

Your occasion date is particularly important, as production timelines, exchange eligibility, delivery planning and other service deadlines may depend on it.

TWG may request additional information, measurements, photographs, confirmation or approval before proceeding.

If required information or approval is delayed, incomplete or inaccurate, the production, alteration or delivery schedule may be affected.

Prices are displayed or quoted in the applicable currency.

Unless expressly stated otherwise, additional costs such as shipping, customs duties, taxes, extended rental periods, additional alterations and other optional services are not included.

Payment methods

Available payment methods may include:

Payment methods may vary according to location, order type or payment provider.

Instalments

Instalment options are available in Hong Kong only, subject to applicable programmes offered by:

Eligibility and instalment arrangements remain subject to the relevant bank's terms.

Non-refundable payments

Unless expressly stated otherwise, confirmed payments are non-refundable where the customer:

• Changes their mind
• Changes their style preference
• Cancels or postpones their occasion
• Changes venue or occasion details
• No longer requires the product
• Experiences a change in personal circumstances
• Fails to use or collect the product or service

Nothing in this provision removes any refund, remedy or other right available to the customer under applicable law.

Where TWG approves an exchange:

• The replacement must be the same price or higher
• If the replacement costs more, the customer pays the difference
• If the replacement costs less, no refund or credit is provided for the difference

Additional shipping, insurance, duties, taxes, alteration, cleaning or other applicable charges remain the customer's responsibility unless TWG expressly agrees otherwise.

TWG offers international delivery.

Shipping charges depend on factors including:

Applicable charges will be displayed or communicated where appropriate.

Estimated delivery time

Standard international delivery generally takes approximately:

7–15 business days after dispatch

Remote destinations may require approximately:

5–10 additional business days

These are estimates rather than guaranteed delivery dates unless TWG expressly confirms otherwise in writing.

Duties & taxes

International customers are responsible for applicable:

Customers are responsible for confirming whether products can legally be imported into their destination country.

Delivery information

Customers must provide a complete and accurate delivery address.

Once an order has been dispatched, changes to the delivery address may not be possible.

TWG is not responsible for additional costs or delays caused by incorrect, incomplete or outdated information supplied by the customer.

Failed or refused delivery

If delivery cannot be completed because the customer:

• Provided an incorrect/incomplete address
• Failed to accept delivery
• Failed to collect the parcel
• Refused delivery without a legally valid reason
• Failed to complete customs procedures

the customer may be responsible for reasonable redelivery, return, storage, customs and related charges.

Refusing or failing to collect a parcel does not automatically constitute an approved cancellation or return.

Courier delays

TWG will use reasonable care when preparing and dispatching orders.

TWG is not responsible for delays caused solely by customs, courier disruption, transportation interruption, incorrect customer information, import restrictions or other circumstances outside TWG's reasonable control, except where responsibility cannot lawfully be excluded.

If a parcel is lost or damaged during transportation, please contact TWG promptly so we can assist with the applicable courier investigation or claim.

Customers are responsible for providing accurate and up-to-date measurements.

Please follow the TWG Measurement Guide carefully.

Where applicable, measurements should be taken while wearing the underwear and shoes intended to be worn with the gown.

Customers should notify TWG of material changes in measurements before alteration or production begins.

• TWG is not responsible for fit issues to the extent they result from inaccurate, incomplete or outdated measurements supplied by the
• customer.

For applicable gowns, alteration support includes:

Additional alteration areas may be requested at:

HKD 1,000 per additional alteration area

All alterations are subject to:

Alterations are intended to improve fit but cannot guarantee a particular subjective appearance, comfort or fit.

Fit can be affected by:

Final adjustments may still be required.

For Made-to-Order and Bespoke gowns, a production tolerance of approximately 1–2 cm may occur due to fabric behaviour, construction and the handmade nature of bridal garments.

Final alterations may therefore still be required to achieve the customer's preferred fit.

This production tolerance does not apply as a justification for material errors or workmanship that does not meet the applicable standard required by law.

Certain eligible orders may qualify for one style exchange only.

An exchange is not a refund.

All exchanges are subject to:

Sample Sale · One exchange

TWG must be notified:

• Within 3 days of courier delivery (based on the courier tracking status)
• At least 4 months before the occasion

The gown must pass TWG's condition assessment.

Rental · One exchange

The request must be made at least 3 months before the occasion.

The requested replacement must be available.

A 15% administration fee applies.

Accessories / Veils / Trains / Capes

One exchange may be permitted for eligible items, subject to availability.

The same exchange deadline as the gown exchange applies: at least 3 months before the occasion for Rental, and within 3 days of courier delivery and at least 4 months before the occasion for Sample Sale.

Made-to-Order

Changes may be requested before final design confirmation.

Once the design is confirmed and production proceeds, the order is final.

Bespoke

The design may be refined before final design approval.

Once the final design is approved and production proceeds, the order is final.

Shapewear & Hygiene-Sensitive Items

No exchange is permitted.

For an approved exchange:

• The replacement must be the same price or higher
• Any price difference must be paid before confirmation
• No refund or credit is provided if the replacement costs less
• Only one approved style exchange is available
• The replacement is subject to availability
• Additional costs remain payable by the customer

Applicable costs may include:

An exchange request does not reserve the requested replacement while TWG assesses eligibility and availability.

The replacement becomes confirmed only when TWG confirms it in writing.

Postponing or changing an occasion does not automatically extend the applicable exchange deadline.

Unless otherwise agreed, an item submitted for exchange must be returned in substantially the same condition in which it was delivered.

It must not have been:

Original packaging, tags and accessories should be returned where applicable.

TWG may decline an exchange if the item fails the applicable condition assessment.

Do not return an item before receiving written return instructions from TWG.

01 — Contact Us

Contact TWG through WhatsApp, LINE or Email.

Provide:

02 — Eligibility Check

TWG reviews the order, applicable deadline, item condition and exchange eligibility.

03 — Availability Check

TWG confirms whether the requested replacement is available.

04 — Costs & Confirmation

TWG confirms any:

05 — Exchange

Once approved, follow TWG's return instructions.

Unless otherwise expressly provided in these Terms or required by applicable law, TWG does not accept returns for cash refunds due solely to:

Where a style exchange is available, it provides additional flexibility but does not create a right to a cash refund.

Do not return any item without TWG's written authorisation.

Unauthorised returns may be refused.

Customers should inspect their order promptly after delivery.

Please contact TWG as soon as reasonably practicable if you receive:

• An incorrect item
• An item with material damage existing before delivery that was not disclosed
• An item materially inconsistent with the confirmed order description

Please provide:

Do not alter, clean, repair or dispose of an affected item before TWG has had a reasonable opportunity to assess the reported issue.

Where TWG confirms a qualifying issue for which TWG is responsible, TWG will provide an appropriate remedy having regard to the circumstances and applicable law.

A confirmed TWG error does not use the customer's permitted style exchange.

Sample Sale gowns may include:

The applicable product page will disclose available information regarding the gown's condition and measurements.

Customers should review all available:

before purchase.

Sample Sale purchases are non-refundable for change of mind.

Sample and pre-loved condition

Showroom samples and pre-loved gowns may display reasonable signs of:

consistent with the condition disclosed before purchase.

Known material condition issues will be disclosed where reasonably identifiable.

A characteristic clearly disclosed before purchase is not subsequently treated as an undisclosed defect merely because the customer would prefer a brand-new condition.

Sample Sale exchange

One exchange may be considered where:

• TWG is notified within 3 days of courier delivery (based on the courier tracking status)
• The request is at least 4 months before the occasion
• The gown passes TWG's condition assessment
• An eligible replacement is available

The customer bears applicable exchange costs.

100% of the rental fee is required to confirm and secure a Rental booking.

Full payment must be made at the time of booking.

Once TWG has accepted the booking and reserved the gown, the rental payment is non-refundable in the event of customer cancellation, postponement, change of preference or change of personal circumstances, subject to applicable law.

One style exchange may be permitted under the applicable Rental exchange policy.

Change of mind — flexible booking options

Rental payments are non-refundable once the booking is confirmed, as the gown is reserved exclusively for the customer.

• Exchange: one change to another available gown may be requested, subject to approval, price differences and applicable fees.
• Store credit: where an exchange cannot be arranged, TWG may offer credit for a future booking, valid for 6 months.
• Transfer: one transfer to a friend or family member may be permitted, subject to approval, measurements, availability and applicable fees.

All changes must be requested at least 4 months before the occasion, before alterations or order preparation begin.

No cash refunds. Credits are non-transferable and cannot be redeemed for cash.

All exceptions are subject to TWG's written approval and applicable consumer laws.

Additional charges for alterations, extended rental periods, delivery, duties, taxes and other applicable services are separate unless expressly stated as included.

The Security Deposit is separate from the Rental payment.

The standard Rental period is 3 days

The applicable booking confirmation will state the delivery/rental and return dates.

Additional rental days may be selected or requested in advance, subject to:

Rental periods cannot be extended automatically.

Any extension must be approved by TWG.

A refundable Security Deposit is required.

Hong Kong & Taiwan

50% of the Rental fee

Other countries

100% of the Rental fee

The Security Deposit is separate from the Rental payment.

Following return and inspection, the balance of the Security Deposit will normally be refunded by bank transfer within approximately 14 working days, subject to applicable deductions.

TWG may make reasonable deductions for amounts properly payable under these Terms, including:

• Late-return charges
• Damage beyond reasonable wear
• Missing accessories/components
• Cleaning or restoration required because of abnormal use
• Unauthorised alterations
• Repair costs
• Loss or non-return
• Other documented amounts arising directly from a breach of the Rental terms

Where a deduction is made, TWG will provide a reasonable explanation.

If properly payable amounts exceed the Security Deposit, the customer remains responsible for the outstanding balance.

Where required and technically possible:

Bust, waist and hip alterations are included. No permanent alterations.

Additional alteration areas are:

HKD 1,000 per additional area

Rental gowns must not undergo irreversible or permanent alterations.

Without TWG's written approval, customers must not:

Professional cleaning is included with the Rental.

Customers must not independently:

the Rental gown unless TWG expressly instructs otherwise.

Reasonable care should be taken around:

Rain

If it is raining on the day, we would not recommend using the gown, as dust or dampness may cause damage or leave stains.

If you still decide to use the gown during rainy days, please ensure the rental gown’s condition and safety by using an umbrella, arranging car-to-door transport, and having someone help carry the train and take care of the gown.

Keep the gown dry

Avoid contact with water where possible, especially seawater, as it may affect delicate fabrics. If you are taking photos by the seaside, please try to keep the gown away from the water.

What to do if the hem gets wet

Please inform us as soon as possible. Do not wash it yourself. Hang it up in a well-ventilated area and let it air dry naturally. Do not put the wet gown directly into a suitcase or garment bag.

Normal wear arising from reasonable use will not automatically result in a charge.

Significant stains, burns, tears, missing embellishments, structural damage or other avoidable damage may result in reasonable repair, restoration or replacement charges.

The Rental gown must be returned on or before the return date stated in the booking.

Unless otherwise agreed by TWG in writing, late returns are subject to:

HKD 5,000 PER DAY, PER GOWN

This charge reflects the operational disruption, loss of availability and potential effect on subsequent confirmed bookings caused by an overdue gown.

The applicable amount may be deducted from the Security Deposit.

Where a late return causes additional reasonable and documented direct loss exceeding the late-return charge, TWG may seek recovery of that additional loss to the extent permitted by applicable law.

The customer is responsible for taking reasonable care of the gown throughout the Rental period.

Normal wear resulting from reasonable use does not automatically constitute chargeable damage.

Where a gown is damaged, TWG will assess:

Where repair is reasonably possible, the customer may be responsible for reasonable repair, restoration, replacement-component and related costs attributable to damage occurring during the Rental period, except to the extent the damage was caused by TWG or existed before delivery.

Beyond repair or lost gown

Where the gown is:

the customer may be charged up to the gown's reasonable full replacement value.

Where the customer's late return, loss or damage also prevents TWG from fulfilling a confirmed subsequent customer booking, the customer may additionally be responsible for TWG's reasonable, documented and directly resulting loss from the affected booking, including the applicable lost rental revenue, to the extent permitted by law.

TWG will take reasonable steps to mitigate such losses and will not recover the same loss twice.

Please notify TWG immediately if a Rental gown is lost or materially damaged.

All Rental gowns remain the property of TWG throughout the Rental period.

Rental gowns:

• May only be used for the confirmed booking
• May not be sold
• May not be sub-rented
• May not be transferred to another person
• May not be permanently altered
• Must be returned by the confirmed deadline

In rare circumstances, a reserved gown may become unavailable before the customer's booking because of circumstances such as damage, loss, delayed return by another customer or other events outside TWG's reasonable control.

Where this occurs, TWG will take reasonable steps to offer an appropriate alternative or other remedy having regard to the circumstances and applicable law.

Made-to-Order begins with an existing TWG gown design and allows selected details to be personalised.

Possible modifications may include:

Made-to-Order modifications apply to TWG designs only.

Requests involving designs belonging to other designers are not treated as TWG Made-to-Order modifications.

All modifications are subject to:

Before production, TWG will confirm applicable:

Once the final redesign/specifications are confirmed and production proceeds:

subject to rights that cannot lawfully be excluded.

Images, samples, sketches, swatches and digital references are used to communicate the intended design.

Fabric, colour, texture, embellishment and the completed gown may appear somewhat different in person.

Handmade construction may result in reasonable minor variations between a reference/sample and the completed gown.

The customer is responsible for reviewing the final specifications carefully before approval.

Changes requested after confirmation are not guaranteed and, where technically possible, may involve:

Bespoke allows customers to create a gown based on their individual inspiration, preferences and references.

References may be shared through:

Customers may discuss:

TWG will review the concept and advise on:

Before final approval, TWG will work with the customer to refine the agreed design.

The customer is responsible for reviewing the final design specifications before approval.

Once the customer approves the final design and production begins:

subject to applicable law.

Later changes are not guaranteed.

If technically possible, later changes may require additional:

Reference photographs, social-media posts, Pinterest images and third-party gown images may be used to communicate aesthetic preferences and inspiration.

Unless expressly agreed otherwise, TWG does not represent that a Bespoke gown will be an exact reproduction of a third-party designer's product.

TWG may adapt requested elements where reasonably necessary because of:

Where an adaptation materially changes the confirmed design, TWG will seek customer approval where reasonably practicable before proceeding.

Customers should provide only reference materials they are legally entitled to share with TWG for purposes of discussing their order.

Estimated Bespoke production is approximately:

2–4 months

depending on:

Made-to-Order lead time is also approximately 2–4 months. We recommend allowing extra time before the occasion for delivery and final adjustments.

Made-to-Order customers should similarly allow sufficient time for:

Estimated timelines are not guarantees where delay results from circumstances outside TWG's reasonable control or from delayed customer approval/information.

Bridal gowns may contain:

Minor variations can occur between individual garments.

Colour and texture can also appear different because of:

Minor variations that do not materially alter the agreed design, quality or functionality are not by themselves considered defects.

Eligible accessories including certain:

may qualify for one style exchange, subject to:

The same exchange deadline as the gown exchange applies: at least 3 months before the occasion for Rental, and within 3 days of courier delivery and at least 4 months before the occasion for Sample Sale.

Payments remain non-refundable for change of mind.

For hygiene and safety reasons, designated items including:

are:

Please check product and sizing information carefully before purchase.

Nothing in this section removes remedies required by applicable law for qualifying defective or incorrect goods.

TWG's Resell Programme is an optional Listing + Consignment service for eligible gowns.

It is available to:

Each type of seller applies through its own enquiry form.

How it works

• The customer submits photographs of the gown and an asking price
• TWG reviews the gown's eligibility and condition
• Fees are calculated individually per gown and confirmed in writing before listing
• The customer ships the gown to TWG and arranges and pays applicable shipping and related fees

Listing period

6 months

TWG provides:

The balance is paid to the seller following completion of the applicable transaction and deductions.

Resell fees paid are:

Participation does not guarantee that a gown will sell or guarantee a particular sale price or timeframe.

Selling price and saleability may be affected by:

Shipping costs to TWG, to a buyer or back to the seller are not included unless expressly stated otherwise.

Customers may cancel a listing at any time. Fees already paid are non-refundable.

At the end of the six-month listing period, an unsold gown held by TWG will be returned according to the applicable programme arrangements, with applicable shipping costs borne by the customer unless otherwise agreed.

Resell services are also subject to the applicable Marketplace / Resell Programme Terms & Conditions.

Where TWG represents a designer gown as authentic, TWG will take reasonable steps to verify authenticity before offering it through the applicable programme.

Sample Sale and resale gowns may show reasonable signs of previous:

depending on the disclosed condition.

Customers should review available photographs, descriptions and condition information before purchase.

Customers are responsible for:

• Providing accurate contact information
• Providing accurate measurements
• Reviewing product measurements
• Reviewing condition disclosures
• Reviewing design confirmations
• Checking occasion dates
• Checking applicable deadlines
• Providing accurate delivery information
• Paying applicable charges
• Following gown-care instructions
• Returning Rental/exchange items on time
• Inspecting products promptly
• Communicating issues promptly
• Providing requested approvals/information within a reasonable time

Failure to fulfil these responsibilities may affect TWG's ability to perform the service on the originally estimated schedule.

TWG may communicate through channels used in connection with the customer's order, including:

Where a customer expressly approves a:

through an agreed electronic communication channel, TWG may rely on that approval in proceeding with the order.

Customers are responsible for reviewing confirmations and notifying TWG promptly if recorded information is incorrect.

TWG may require customer action before continuing an order, including:

If the customer delays providing required information or approval, the estimated production, alteration or delivery schedule may change.

TWG is not responsible for delay to the extent reasonably caused by the customer's late, incomplete or inaccurate response.

A revised timeline remains subject to production capacity and the remaining time before the occasion.

Cancellation, postponement or change of:

does not automatically cancel the customer's contractual obligations or create a right to a refund.

Any available exchange remains subject to the applicable exchange deadline and conditions.

Made-to-Order and Bespoke orders cannot be cancelled for change of mind once final design confirmation has occurred and production has begun.

Neither party will be treated as being in breach to the extent performance is prevented or materially delayed by circumstances outside that party's reasonable control.

These may include:

TWG will take reasonable steps to minimise the impact and communicate material delays where reasonably practicable.

Where such an event makes performance impossible rather than merely delayed, TWG will discuss an appropriate alternative or remedy having regard to the circumstances and applicable law.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

Subject to applicable law, TWG is not responsible to the extent a loss or issue results from:

• Customer breach of these Terms
• Inaccurate measurements supplied by the customer
• Incorrect delivery/contact information
• Customer delay or non-response
• Unauthorised alteration or repair
• Misuse
• Failure to follow care instructions
• Failure to return a Rental gown on time
• Circumstances outside TWG's reasonable control

Where applicable law permits liability to be limited, any limitation applies only to the extent permitted and reasonable in the circumstances.

Personal information may be used for purposes reasonably connected with TWG's services, including:

Personal information will be handled in accordance with TWG's Privacy Policy and applicable law.

TWG may update these Terms & Conditions from time to time.

The terms applicable to an order will generally be those presented when that order or service was confirmed, unless:

• Applicable law requires otherwise
• The customer and TWG subsequently agree otherwise
• A change benefits the customer without materially reducing their existing rights

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will apply only to the extent legally permitted.

The remaining provisions will continue to apply.

If TWG does not immediately enforce a provision of these Terms on one occasion, this does not mean TWG has permanently waived that provision or cannot enforce it in the future.

These Terms & Conditions are governed by the laws of Hong Kong.

If a dispute arises, TWG and the customer should first attempt in good faith to resolve the matter through written communication.

Nothing in these Terms prevents either party from exercising any legal right, making a complaint or commencing proceedings available under applicable law.

Nothing in these Terms excludes, restricts or overrides mandatory consumer protections applicable to the customer.

TWG's website and social media may feature AI-generated or digitally created images for inspiration, such as styling ideas, settings or AI Try-On previews.

These images are illustrative only and may not show the exact gown, colour, fabric, fit or details.

Before ordering, please refer to the actual product photographs, videos, measurements and descriptions on each product page. We are happy to send additional photos or videos on request.

AI Try-On results are a visual estimate only and do not guarantee fit or appearance.