Refund policy

We want you to feel confident when you order from Arsyince. This Return and Refund Policy explains which items can be returned, how to start a return and how refunds are processed. Because most of our dresses are made to order for each customer, the rules for made to order dresses, ready to ship dresses and Final Sale items are different. Please read this policy before placing your order.

Policy Summary

  • Ready to ship dresses: can be returned within 30 days of delivery for any reason, including change of mind.
  • Made to order dresses: cannot be returned or exchanged for change of mind. They can be returned within 30 days of delivery if we made an error, such as a wrong size, wrong color or a quality defect.
  • Final Sale items: items marked Final Sale on the product page cannot be returned or exchanged for change of mind. Quality defects and wrong items are still handled as our error.
  • Our error: we refund your return shipping cost and give you a full refund, including the original shipping cost.
  • Change of mind: you pay the return shipping cost, and the original shipping cost is not refunded.
  • All returns: must be arranged with our customer service team first. Items sent back without contacting us cannot be processed.

Ready to Ship Dresses

Ready to ship dresses are finished dresses kept in stock in our Suzhou warehouse. You may return a ready to ship dress within 30 days of the delivery date for any reason, as long as it meets our return conditions below. Ready to ship dresses marked Final Sale can only be returned in case of our error.

  • If you are returning because you changed your mind, no longer need the dress, or do not like how it looks, you pay the return shipping cost and the original shipping cost is not refunded.
  • If we sent the wrong item, the wrong size or the wrong color, or the dress has a quality defect, we refund your return shipping cost and refund your order in full.

Made to Order Dresses

Made to order dresses are cut and sewn for you after you place your order, following the size you selected and any adjustment notes you confirmed with us. Because each dress is made for one customer and cannot be resold, made to order dresses cannot be returned or exchanged for change of mind.

If we made an error with your made to order dress, you may return it within 30 days of the delivery date. We will refund your return shipping cost and refund your order in full.

Final Sale Items

Some reduced price items are sold as Final Sale. Final Sale items are clearly marked on the product page and cannot be returned or exchanged for change of mind. If a Final Sale item arrives with a quality defect, or we sent the wrong item, size or color, please contact us within 30 days of delivery and we will handle it as our error, with a full refund including shipping costs.

What Counts as Our Error

We take full responsibility when the problem comes from us. This includes:

  • Wrong size: the dress does not match the size you ordered according to our Size Guide.
  • Wrong color: the dress is a different color from the one you ordered.
  • Adjustment not followed: the dress was not made according to the adjustment note you confirmed with us.
  • Quality defect: for example a broken zipper, torn seam, damaged fabric or loose beading or lace.
  • Wrong item: you received a different dress from the one you ordered.
  • Damaged in transit: the dress arrived damaged during shipping.

The following are not considered our error:

  • Choosing a size that does not match your measurements, when the dress was made to the size you ordered
  • Small color differences caused by screen settings or lighting in product photos
  • Changing your mind about the style, color or fit after a made to order dress was made as ordered

If you are unsure about your size, color or an adjustment, please email us before ordering. We are happy to help you choose.

Return Conditions

To be accepted, returned items must be:

  • Unworn, unwashed and unaltered
  • Returned with all original tags attached
  • Returned in the original packaging
  • Free of makeup, perfume, deodorant, stains and pet hair

Items that do not meet these conditions may not be eligible for a refund. If you receive a dress with a defect, please contact us before trying it on for any length of time, and keep the tags and packaging.

How to Return an Item

All returns must be arranged with our customer service team before anything is sent back. Please do not send returns to our office address in Suzhou.

  • Step 1: Email service@arsyince.com within 30 days of delivery. Include your order number, the item you want to return and the reason. If the return is due to our error, please include clear photos of the issue.
  • Step 2: We will review your request and reply with return instructions and the address of our return warehouse in the United States.
  • Step 3: Pack the item securely in its original packaging and ship it to the address we provide. Please use a trackable shipping service and keep your tracking number and shipping receipt.
  • Step 4: Once your return arrives and is inspected, we will email you to confirm your refund.

Return Shipping Costs

We do not provide prepaid return labels. You ship the item back yourself using a trackable shipping service.

  • Our error: please keep your shipping receipt and send a copy to us by email. We will refund your return shipping cost together with your order refund, to your original payment method.
  • Change of mind: you pay the return shipping cost, and it is not refunded. We are not responsible for returns lost in transit, so we recommend using a trackable service.

Refunds

  • Refunds are processed within 3 to 5 business days after we receive and inspect your return.
  • Refunds are issued to your original payment method.
  • For returns due to our error, you receive a full refund of the item price, the original shipping cost and your return shipping cost, as shown on your shipping receipt.
  • For change of mind returns, you receive a refund of the item price. The original shipping cost and return shipping cost are not refunded.
  • After we issue your refund, your bank or card issuer may need additional time to show it on your statement.

Exchanges

We do not offer direct exchanges. If you would like a different size, color or style, please return the original item following the steps above and place a new order. If you received a defective or incorrect dress and still need one for your event, please let us know when you contact us so we can help you reorder as quickly as possible.

Order Cancellation

  • Within 24 hours of ordering: you may cancel any order for a full refund. Please email us with your order number.
  • Made to order dresses after 24 hours: once production has started, a cancellation request is subject to a 30 percent material fee. We will refund the remaining 70 percent of the item price.
  • After an order has shipped: the order can no longer be canceled. You may follow the return process above if your item is eligible for return.

For full details, please see our Cancellation Policy.

Contact Us

Questions about returns or refunds? Email us at service@arsyince.com. Our customer service team works Monday to Friday, 9:00 AM to 5:00 PM Eastern Time, excluding US holidays. We reply within 12 hours on weekdays, and within 24 to 48 hours on weekends, US holidays and major Chinese holidays.

Arsyince is operated by Suzhou Dier Shier Network Technology Co., Ltd., Room 1201 (1205), Building 9, Haobainian International Commercial Plaza, No. 1599 Suzhan Road, Gusu District, Suzhou, Jiangsu, China. Phone: +86 139 6215 4047.