Return Policy
Return & Refund
Order Cancellation
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated 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. For details, please refer to our cancellation policy below.
Cancellation Policy
- Orders canceled within 48 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 90% of product purchase price.
- Orders canceled beyond 48 hours after payment confirmation will be eligible for a partial refund depending on the procesure of sewing production.
- Once your order has been shipped, it can no longer be canceled.
If you would like to cancel your order, please contact us at service@mumuleo.com. Please note we do not accept cancellation for rush orders as they might be put into production one minute after your payment.
Replacement or Refund
Your satisfaction is of utmost importance to us. Upon arrival of your package, it is suggested that you check the dress to make sure it has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, washing the dress, or removing the tag. Please note that you need to contact us to initiate the returning process.
If you are returning or exchanging dresses or accessories, please make sure they are in their original conditions - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached. You will be responsible for all return shipping costs.
Defective, Damaged or Mis-shipped Items
You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements. As long as you provide right measurements we can assure you of 100% fitness.
Item is the size you ordered but does not fit
Please understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged. Your option is to look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, resizing may not be possible.
Color Mismatch
Due to lighting, display and other factors, the color of the picture and the actual color of the product may have slight differences. The color display will be based on Apple devices.
Because of the material manufacturing process, the color of each batch of material will have a little difference.
We will insist on continuous improvement of the manufacturing process to minimize color differences.
Slight color aberration may not mean that the dress is defective or mis-shipped. However, we would send you photos for the finished gowns for your approval before shipment, you can confirm we made right color or not.
As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
Return Process
1. Submit a return request at Contact Us to Customer Service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
We reserve the right not to accept the returns without prior approval from our Customer Service.
2. Once our Customer Service has approved your request, we will provide you with a return address . Please make sure you send the goods back via reliable shipper like UPS/DHL/FEDEX so that we can track online. Or you migh not be able to receive your refund if the package is missing.
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.
4. Original shipping fee & return shipping fee will not be refunded.