We understand that ordering a dress 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, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
Our Cancellations Policy
- Orders canceled within 24 hours of payment confirmation* will be eligible for a full refund.
- Orders canceled 1-3 days after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
- Orders canceled after 3 days of payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
- Once your order has been shipped, it can no longer be canceled.
If you would like to cancel your order, please contact our customer service to proceed.
*When you receive an email from berlinnova.com titled "Payment Confirmation for Order#_______ with berlinnova.com", your payment has been confirmed.
Returning For Replacement or Refund
We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
Your satisfaction is of utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress has been made to your order specifications. Try on your dress as soon as possible without removing the tags, altering, or washing the dress. If you are returning or exchanging dresses or accessories, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags intact and attached.
Defective, Damaged, or Mis-shipped Items
You are eligible for a refund of the full purchase price plus shipping costs for defective, damaged, or mis-shipped items. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier.
Sizing or Fitting Issues
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.
The dress is not the size you ordered
Should your dress size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
The dress is the size you ordered but does not fit
Dresses that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost. Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
The settings of your computer screen may alter the color of the pictures shown on berlinnova.com. Slight color mismatches between the color of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. However, if you are confident that you have received the item in the wrong color, please contact Customer Service to see if a return or refund is possible.
For all personalized and personal care items:
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
* The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ②Accessories, ③Customized Items, ④Flash Sale Items.
1) Contact our customer service within 3 days of your order's delivery date*. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
*When you receive an email from berlinnova.com entitled "Shipment Notification for order#XXXXXXX with berlinnova.com," your order has been shipped.
2)Once Customer Service has approved your request, please send the item and the completed Product Return Form back to us as soon as possible. Original shipping fee & return shipping fee will not be refunded.
3) Once received at our facility, your return will be processed in 3 to 5 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you.
It generally takes us up to 5-7 business days to process a refund.
Refund will not be accepted without prior approval from Customer Service Representatives, do not send it back without letting us know. Please contact us for the new shipping address after approval to send it back, we do not take any responsibility if you use a different address without our confirmation.
We offer a full refund on any items that are found to be faulty or damaged due to our fault, please contact our customer service representatives as soon as you can. Damage caused because of the fault of the third party or the customer’s fault cannot apply for a refund.
For wrong items you received, please make sure the item is unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags intact and attached and will not affect the secondary sales. After we received and confirmed your returned items, we will perform a full refund or make a replacement at your side.
Customers will get a partial refund for returned items if some original parts missing or stained、damaged after arrival. Please provide all the proof with details and our responsible team will reply to you in 48 hours, please be noted that do NOT send it back without letting us know. We will offer you a new address to send it back and after that, we will make you a partial refund then.