All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
- If is a custom made tutu, we will only refund or accept returns if is unused, and with the pictures showing the wrong size or style.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- Your professional made tutu is slightly different in color then the website shows. This is due to the difference in colors on different types computer screen’s lighting. The exception to this is of course when you have received a drastic color difference tutu then you have ordered (if you ordered red and you received yellow or green). Colors like red and burgundy can be slightly different, yellow and gold, or mustard and gold or tan, also colors like teal and light green or blue. Those types of color vary depending on screen lighting and for that reason, we do not take refund on those cases. Stage lighting when performing, will also make some tutus slightly different in color, sometimes a lot lighter then actual color. Please make sure you read the description of the professional tutus.
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.