Return & Cancellation Policies
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 clothing and some accessories (including shoes, sashes, and wraps) are made-to-measure, whether you ordered a standard size or custom measurements, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation and return policies below for details.
• – Orders cancelled within 24 hours of payment confirmation* will be eligible for a full refund.
• – Orders cancelled more than 24 hours after payment confirmation* will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
• – Once your order has been shipped, it can no longer be cancelled.
Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress or clothing has been made to the standard size or custom measurements that you specified. Try the dress or clothing on as soon as possible without removing the tags, altering, or washing the dress.
If you are returning or exchanging dresses, clothing, 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
If we shipped you an item in the wrong color: You are eligible for a full refund after Customer Service confirms you received the wrong color. Perceived color differences due to the display settings of your computer monitor are not grounds for a refund.
If we shipped you a defective or damaged item: You are eligible for a full refund or exchange. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. If you believe your item was damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as “Proof of Damage” documentation to process your exchanging or refund. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it.
The settings of your computer screen may alter the color of the pictures shown on CatherynCollins.com. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Items that cannot be returned or exchanged
Personalized items are final sale, no returns or exchanges.
Contact Us within 7 days after you receive your order.
Returning packages without prior approval from Customer Service will halt or delay your return.
Send us an email with “Returns & Refunds” in the subject, include as many details as possible, upload photos that clearly show the problem with the item (if necessary), and the requested replacement item’s name, number and color (if necessary). Our Customer Service will then review your request and respond within 24 hours.
Once Customer Service has approved your request, please send the item and the completed Product Return Form back to us as soon as possible. When we have received your package, your return will be processed in 3 to 5 business days and then your exchange or refund will be issued.
If you are requesting a refund along with your return, please allow up to two billing cycles for your account to be credited once your items have been received and your return has been confirmed.