At rosymae, we specialize in custom-made wedding dresses tailored to your unique measurements. Because each dress is made specifically for you, our return policy is designed to be clear and fair for all customers worldwide.
1. Custom-Made Dresses (All Customers Worldwide)
All wedding dresses made to your specific measurements are custom-made goods and are non-returnable and non-refundable.
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No Cancellations Once Production Begins: Once we start cutting and sewing based on the measurements you provided, your order cannot be canceled or refunded.
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Exception: If we cancel your order before production begins, you will receive a full refund.
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Quality Guarantee: If your dress arrives with a manufacturing defect, please contact us within 7 days of delivery. We will evaluate the issue and offer a reasonable solution (repair or remake) at no additional cost to you.
2. 14-Day Return Period (All Customers Worldwide)
For ready-to-ship / standard size dresses, we offer a 14-day return period to all customers worldwide.
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Return Period: You may return eligible items within 14 calendar days of delivery.
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Conditions: Returned items must be unworn, unwashed, undamaged, with all original tags attached and in their original packaging.
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Return Shipping: Return shipping costs are the responsibility of the buyer. We will provide the return shipping address upon approval of your return request.
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Refund: Once we receive and inspect the returned item, we will issue a refund to your original payment method within 5-7 business days (excluding original shipping fees).
3. Special Note for EU Consumers – Statutory Right of Withdrawal
This section applies exclusively to consumers located in the European Union.
While we already offer a 14-day return period to all customers worldwide (as described in Section 2 above), EU law additionally requires us to inform you of your statutory right of withdrawal under Directive 2023/2673.
You have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
However, please note:
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Custom-made dresses (as described in Section 1 above) are EXEMPT from this statutory right of withdrawal under EU law, because they are made to your specific measurements and requirements.
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This statutory withdrawal right only applies to ready-to-ship / standard size dresses.
How to exercise your statutory withdrawal right (EU consumers only):
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Send an email to support@rosymae.com within 14 calendar days of receiving your order, with "EU Withdrawal Request" and your order number in the subject line.
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Include your full name and order number in the email.
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If your withdrawal request is approved, we will provide you with the return shipping address.
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You are responsible for all return shipping costs, unless the item was received defective or damaged due to our error.
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We recommend using a trackable shipping service, as we are not liable for lost or damaged return packages.
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We will confirm receipt of your request and provide return instructions within 2 business days.
If you properly exercise your statutory withdrawal right, we will issue a full refund (including standard shipping costs) within 14 days of receiving your returned item or proof of return shipment.
4. Final Sale Items
Items marked as "Final Sale" are not eligible for return or exchange. This applies to all customers worldwide.
5. Alterations and Measurement Accuracy
Because each dress is custom-made to your measurements:
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Please double-check your measurements before submitting your order.
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Any alteration costs incurred due to inaccurate measurements provided by you are your sole responsibility.
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We are not responsible for fit issues resulting from incorrect measurements.
6. How to Contact Us
For any return or withdrawal requests, or if you have questions about this policy:
Email: support@rosymae.com
Please include your order number in all correspondence to help us assist you faster.
