Refund policy

Thank you for shopping with Velluto Rosso.

This Return & Refund Policy explains the conditions under which cancellations, returns, exchanges, refunds, and store credit are available. By placing an order on our website, you agree to the terms outlined below.

1. ORDER CANCELLATION

Orders cancelled within 24 hours of purchase are eligible for a full refund.

Orders cancelled after 24 hours, but before shipment, are subject to a 15% cancellation fee.

Orders cannot be cancelled once they have been shipped.

2. MADE-TO-ORDER & CUSTOM ITEMS

Certain products, including made-to-order and custom-made items (such as bridal dresses), are produced specifically for each customer after an order is placed.

Because these items are made individually, all custom-size orders and personalized items are FINAL SALE and are not eligible for return, refund, or exchange except in the event of:

  • Damage during delivery; or
  • A confirmed manufacturing defect.

OUR FIT GUARANTEE

We understand that ordering a made-to-order dress online can feel uncertain. If the standard size you selected doesn't fit, we're happy to offer a one-time size exchange for standard-size made-to-order dresses (US 2–16) to help you find the right fit.

To qualify:

  • The exchange request must be submitted within 7 days of delivery.
  • The dress must be unworn, unaltered, unused, free of makeup, perfume, odors, stains, pet hair, or any other signs of wear, and returned with all original tags attached.
  • Customers are responsible for all shipping costs associated with the exchange, including returning the original dress and shipping the replacement dress.
  • Only one size exchange per order is permitted.

Please note that every exchange requires a new production cycle of approximately 4–7 business days, in addition to shipping time. If your event date is approaching, we recommend contacting us before requesting an exchange so we can discuss the fastest available solution.

If the returned item does not meet the above conditions upon inspection (including signs of wear, alterations, damage, or missing original tags), the exchange request will be declined and the item will be returned to the customer at their expense.

RERURNS & REFUNDS

Made-to-order items are not eligible for returns or refunds for any of the following reasons:

  • Change of mind
  • Style preference
  • Fit or sizing issues after delivery
  • Event cancellation
  • Delivery delays outside our control

BEFORE YOU ORDER

We strongly encourage customers to carefully review our size chart and product measurements before placing an order.

If you are between sizes or unsure which size to choose, our customer support team will be happy to help you select the most suitable size before purchase.

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or contains a manufacturing defect, please contact us within 48 hours of delivery and provide clear photos of the issue.

We will review your claim promptly and provide an appropriate solution.

3. STANDARD (Non Made-to-Order) ITEMS

Standard (non made-to-order) items may be eligible for return if they arrive damaged, defective, incorrect, or differ substantially from the size ordered.

To qualify, you must contact us within 14 days of delivery, and the item must:

  • be unused, unworn, and in resellable condition;
  • include all original tags and packaging;
  • be accompanied by proof of purchase.

Returns cannot be accepted for:

  • change of mind;
  • personal preference;
  • minor variations in color, texture, or fabric;
  • items that have been worn, washed, altered, damaged after delivery, or are otherwise not in resellable condition.

Customers are responsible for return shipping costs unless the return is due to our error or a confirmed manufacturing defect.

4. PRODUCT REPRESENTATION & HANDMADE VARIATIONS

Every made-to-order dress is individually crafted by skilled dressmakers rather than mass-produced. Because each piece is handmade, slight variations may naturally occur between the product photographs and the finished garment.

These variations may include, but are not limited to:

  • lace or embroidery placement;
  • bead or appliqué positioning;
  • stitching details;
  • fabric texture;
  • shade variations between fabric dye lots;
  • minor differences resulting from handcrafted production.

Such variations are a normal characteristic of handmade garments and are not considered manufacturing defects.

Product photographs are provided as a representation of the design. Actual colors may also appear slightly different depending on lighting conditions, photography, monitor settings, and mobile device displays.

5. STORE CREDIT (DISCRETIONARY)

In certain situations where a return does not qualify for a cash refund, we may, at our sole discretion, offer store credit.

To be eligible:

  • the item must be returned unused and in resellable condition;
  • the request must be made within 14 days of delivery.

Store credit:

  • equals the amount actually paid for the product, excluding shipping charges;
  • is non-transferable;
  • cannot be redeemed for cash;
  • expires 12 months after issuance.

6. RETURN SHIPPING

Customers are responsible for return shipping costs unless the return is the result of our error or a confirmed manufacturing defect.

Original shipping charges are non-refundable.

Customers are responsible for any customs duties, taxes, or import fees associated with returned packages.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

7. REFUNDS

All returns require prior written authorization from our Customer Support team.

Please do not send any item back until you have received return instructions and the correct return address.

Items returned without authorization, without following our instructions, or sent to an incorrect address may be refused and will not be eligible for processing.

Once an approved return has been received and inspected:

  • refunds will be issued to the original payment method within up to 10 business days;
  • processing times may vary depending on your payment provider or bank.

8. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • your order number;
  • a description of the issue;
  • clear photographs showing the problem.

Failure to report the issue within this timeframe may result in denial of the claim.

9. DELIVERY CONFIRMATION & LIABILITY

We may provide delivery confirmation or photographic proof of delivery upon request.

Once a package has been marked as delivered by the carrier to the shipping address provided by the customer, responsibility for the package transfers to the customer.

Velluto Rosso is not responsible for packages that are lost or stolen after confirmed delivery.

10. EUROPEAN UNION RIGHT OF WITHDRAWAL

For orders delivered within the European Union, customers have the statutory right to withdraw from their purchase within 14 days of delivery, except where exemptions apply under applicable EU consumer protection laws, including goods made to the consumer's specifications or clearly personalized.

Where applicable, returned items must:

  • be unused and unworn;
  • be returned in their original packaging;
  • include proof of purchase.

11. CONTACT US

Velluto Rosso

Email: support@vellutoroso.com