The Unbox the Dress team is committed to your satisfaction. We’re able to offer you the amazing transformation of your own wedding gown into customized products of your choosing, and as such, we do not maintain an inventory of goods. Based on the custom nature of our work, we do not offer refunds or returns. Your order must be paid in full before the production of your heirlooms can begin.
If something doesn’t meet your expectations, please contact our team by email within 30 days of your order being delivered. We will do our best to find a solution typically which includes make edits with our in-house team to your designs, although this is not a guarantee and is determined on a case by case basis based on our extensive notes/recording keeping about your interactions with our team and design plan.
Please note that when creating garments, size charts have been provided in the product description to guide your purchase. Your Design Consultant will also ask several questions during your design call to confirm desired sizing and create a garment that meets your fit expectations. However, adjusting the fit after initial product delivery may result in additional charges.
Our Design Team will put forth best effort to save any unused parts of your original wedding gown. You will be contacted with several options for your remaining fabric and embellishments, by both phone and email, following the delivery of your initial products. If you do not respond within 60 days of your product delivery, and after several attempts to contact you via the information provided during checkout, your extra fabric will be considered abandoned and be donated.
Our service and the custom products and services we provide are custom designed, and protected intellectual property and are not subject to return. Due to the unique nature of each garment we work with, not all products may be feasible to create or reproduce. While our team will strive to provide guidance in the decision-making process regarding what products can be made, we make no legally binding promises regarding the outcome of the redesign process in relation to the appearance of the finished designs and how they meet the client's expectations, especially as it relates to the original materials use (including fabric color, texture, etc.) Additionally, we make no promises regarding the longevity of the items produced. The client acknowledges and understands the inherent variability and unpredictability of the redesign process. As soon as the design consultation is complete and payment is made, the client fully acknowledges their agreement to our terms of service and this policy.
For additional questions, email us with your preferred method of contact to support@unboxthedress.com. We will respond promptly!
