Tracking information is unavailable

Tracking information is unavailable: No information can be found on the carrier's official website with the tracking number provided. In this case, we will take full responsibility and make a full refund to you.

 We shipped out the item, but you did not receive it---- Shipping information is incomplete.

• Case 1: The item is in transit - This refers to any delivery failure cases except for customs detention. The tracking information shown on the carrier's official website includes: customs cleared, leaving the processing center, being dispatched to XXX, etc. In such cases, we should take the full responsibility and make a full refund to you in principle.
• Case 2: If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, e.g.'the address is unavailable for delivery'),but the item is shipped back to us. For non-customized made items: We will deduct the shipping fee while return the rest of the payment to the buyer. For customized items: Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price. In this case, If the buyer needs the item, he or she should pay the shipping fee a second time, and we will reship it to the right address.
• Case 3: If the delivery fails and the item is not returned to us. In this case, the buyer should be eligible for a partial of the product purchase price as well as the shipping fee.

We shipped out the item, but you did not receive it ---- The item is held at the customs.

This refers to the case that the package is held in detention at customs. The dispatching party should be responsible for providing evidences to clear the customs.

• Case 1: If the item is held in detention at the dispatching party's customs, we should make a full refund to the buyer.
• Case 2: If no written certification is provided by the customs about the detention, the goods are deemed to be en route and we should handle the case based on the specific situations according to 2.1.
• Case 3: If the item is held in detention at the customer's customs, the buyer is responsible for clearing the customs

The item is successfully delivered

• It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.Handling Methods:Case 1: The information on the shipping bill of Tpbridal.com matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows: •Countries, cities, postal codes, time and signees match. •Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier. •Countries, cities, postal codes and time match but signees do not match. •Countries, cities, time and signees match but postal codes do not match For any of the above situations, we will not accept such kind of case Case 2: The information on the shipping bill of Tpbridal.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows: •Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier •Time matches but countries, cities, postal codes and signees do not match. For any of the above situations, we should refund the full payment to the buyer.

The item is shipped back to Tpbridal

• It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.
• Handling Methods:
• Case 1:
• The information on the shipping bill of Tpbridal.com matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows:
• Countries, cities, postal codes, time and signees match.
• Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.
• Countries, cities, postal codes and time match but signees do not match.
• Countries, cities, time and signees match but postal codes do not match For any of the above situations, we will not accept such kind of case.
• Case 2:
• The information on the shipping bill of Tpbridal.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows:
• Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.
• Time matches but countries, cities, postal codes and signees do not match. For any of the above situations, we should refund the full payment to the buyer.

Lack of functions

Definition: the item received by the buyer lacks some functions. Handling Methods Tpbridal: product description Buyer: the buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. (If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece). We only accept products in their original condition. Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation.We will try our best to help you.

Sizes not as described

• Definition: the sizes of the item you have received do not match the product description. The sizes refer to the standard dimensions internationally recognized or the measurement units converted from the standard dimensions. As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily
• Tpbridal: product description
• Buyer: the buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. (If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece).
• Sizing or Fitting Issues:
• If your dress sizes differ from the specifications of your order by more than one inch, feel free to choose from the following options: (1)  You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 10% of the product price. (2)  You may return the dress after customer service department's confirmation to receive a full refund. (Without customer service department’ s confirmation, we do not accept your case)
• Dress is the size you ordered but does not fit：
• If the dress does not fit properly, but was made according to the specifications included in your order, please choose from the following options: (1)  You may go to a local tailor to have the dress resized (at your own cost). (2)  You may use our modification service to resize your dress. Contact us for a quotation based on the complexity of the dress and the amount that needs to be altered.
• Please be aware that if your order specifications differ too greatly from the final sizing request, resizing may not be possible.

Colors not as described

Definition: This refers to the case that the color of the item you have received is not as described as in the image and the product description. The color mainly refers to red, orange, yellow, green, cyanine, blue, purple, etc. In the case that we has mentioned in the product description or in the communication with the buyer that color deviation may exist, please kindly send us proof like photos and pictures to service@tpbridal.com We will handle the complaint ASAP. Handling Methods Tpbridal: product description Buyer: the buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. (If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece). We only accept products in their original condition. Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation. You are eligible for a partial refund. (This does not apply if the color difference is caused by your display monitor.)

Material does not match the description

If the material of the dress is not the same as the product description, and you want a refund, please contact our customer service center at service@tpbridal.com. The most important thing is to provide us enough evidence to prove it.

How to cancel the paid and unpaid orders?

How to cancel the unpaid orders? If your payment of an order has not been made yet, you may cancel it by clicking "Cancel order" in your account at Tpbridal.com. If your order has not been paid yet, the order will be expired in 7 days, then it will be cancelled automatically. Please pay attention to the countdown for your order.   How to cancel the paid orders? We understand that ordering an item for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation policy below for details.   Our Cancellation Policy: For All Custom Made Dresses Including Wedding Apparel And Special Occasion Dresses

1. Orders cancelled within 12 hours of payment confirmation will be eligible for a full refund.
2. Orders cancelled 12 - 24 hours after payment confirmation will be eligible for a partial refund including the full shipping cost and 50% of the product purchase price.
3. Orders cancelled 24 - 48 hours after payment confirmation will be eligible for a partial refund including the full shipping cost and 30% of the product purchase price.
4. Orders cancelled after 48 hours of payment confirmation will be eligible for the full shipping cost refund only.
5. Once your order has been shipped, it can no longer be cancelled.

  If you insist on cancelling the order, please submit your order number and contact our customer service staff at service@tpbridal.com.

Returning & Replacement & Refund

Your satisfaction is our long-term pursuit and up-most concern. Once your package has arrived, we encourage you to open and check to make sure the items that we made meet your requirement. Try on as soon as possible without removing the tags, altering, or washing the dress. If you are not completely satisfied with your purchase, please take time to read our return policy carefully. You are recommended to contact our after-sale Customer Service first before returning or exchange an item and they will give your some useful advice. You can send an email to service@tpbridal.com, we'll provide you with further instructions. All refund applications will be processed within 2 working days if it happens, but the shipping fee isn't included.  

1. 15 Days Return Warranty The returns from our customers are acceptable within 15 days after you getting the package. When we confirm the arrival of the package you returned, we will refund you the payment. Please consult the customer service about the information we need before sending back the package and ship the package to the designated address provided by the after sales staff. Customers have to cover the shipping fee for the package return. To help us, the customer should provide all relevant tracking information.
2. Refund accepted for wrong items The refund requests from our customers are acceptable if customer service confirm we send you the wrong item. Please make sure the products unused before you sending back and ship the package to the designated address provided by the after sales staff. To help us, the customer should provide all relevant tracking information. After making sure that we sent you the wrong item, we will refund you the amount to your account which you can use for new order or inform our financial staff to refund back to your paypal account or others if you like.3.    For all the refunds the following information is needed: a)    The order No. b)    Item No. c)    Photo of the products you sent back d)    Photo of the shipping label on the package we sent to you
3. Full Refunds: We offer full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer's own fault cannot apply for refund. All returned items must be in brand-new condition, unused and with original tags and packaging.
4. Partial Refunds: We also offer partial refund on returned items which have some original parts missing. In such a case, the customer can only get partial refund.

6.     Non-Returnable / non-exchangeable items: Custom-Made Items.

Return Process: We are so sorry about that if you received item that is not what actually you ordered or not the same as the picture shows or the description says on tpbridal.com. If it happens, please take some pictures for details to service@tpbridal.com, and we will deal with it immediately.

Dispute on Size of Dresses

If you feel the size of the dresses is not suitable and want to open a dispute against this, then you should provide us enough evidences to prove it. Most importantly, what you provide should strictly accord with the measurement standards in our website as below: