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 are made to order, 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.
For all Wedding Dresses, Wedding Party Dresses, Special Occasion Dresses,Prom Dresses, Formal Dresses and any other Personalized items:
- Orders cancelled within 24 hours of payment confirmation will be eligible for a 95% refund.
- Orders cancelled 24 to 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
- Orders cancelled more than 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
- For all orders: Once your order has been shipped, it can no longer be cancelled. Orders that have already shipped cannot be cancelled and will be treated as returns.
If you would like to cancel your order, please contact us.
Any questions of Cancellation please contact us.
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 on your dress or clothing as soon as possible without altering, or washing the dress.
Defective, Damaged or Misshipped Items
If we shipped you an incorrect item: You have the option of 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back. In many cases, you have 7 days after receiving your order to contact Customer Service and request a return or exchange.
If your package is lost during shipping: Contact Customer Service to inform us you didn't receive your package. Once we confirm with the courier that your package is lost, we will offer a refund or resend your items.
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. Karcay.com will then ship you a new item immediately.
Sizing or Fitting Issues
As all of our dresses and clothing are hand-sewn and custom-tailored, the finished gown may vary by approximately 1.5 inch in either direction of the specified measurements. To ensure that your item 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.
1. Item is not the size you ordered
If your item size differ from the specifications of your order by more than 1.5 inch and does not fit you, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 20% of the product price as 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.
2. Your item is the size you ordered but does not fit
Dresses or clothing that does not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is 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 Karcay.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:
1. Personalized and dyed items are final sale, no returns, no exchanges.
2. Received the items more than 7 days.
3. Please note that we are only able to accept returns and exchanges on items with quality issues. We cannot accept returns or exchanges for other reasons.
If you are returning or exchanging dresses, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean and free of lint and hair. The shipping cost can not be refunded.
You may return your item by contacting Customer Service and requesting a return within 7 days of receiving your order.
Any questions about return please contact us.