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Refund policy

Return Policy

At Bridals by Natalie, we are committed to ensuring complete customer satisfaction with every gown purchase. If you are not entirely satisfied, you may be eligible for a return and refund under the following conditions:

General Conditions

  • Returned gowns must be in brand-new condition, with tags attached, unworn, and unaltered.
  • Gowns not meeting these criteria will not be accepted, and no exchange or credit will be issued.

Final Sale Policy

Certain items are marked as Final Sale and cannot be returned or exchanged. This includes:

  • Special orders
  • Clearance items
  • Accessories and undergarments

Please ensure that you review the product description carefully before purchasing. No refunds or exchanges will be issued for Final Sale items.

International Orders

  • We do not offer any returns for international orders.
  • We are not responsible for any additional charges such as taxes, duties, tariffs, or brokerage fees for international orders. Please check with your local government for applicable charges.


To Return an Item

  1. Notification: Use Contact Us form within 2 days of delivery to request a return.
  2. Details: Include your name, contact information, invoice number, SKU number, item description (Designer and Model), and reason for return.
  3. Authorization: We will email you a Return Authorization Number (RA#) and a prepaid return label. A $48.00 charge for each prepaid return shipping label used will be deducted from your refund.
  4. Return Window: Ship the item back within 3 business days of receiving the RA#.
  5. Packaging: Securely pack the merchandise, including a copy of the RA# email inside the box.
  6. Shipping: Attach the prepaid return label and drop the box at your nearest UPS Store, retaining a receipt.

Refund Processing

  • Criteria: Returns must meet the criteria of brand-new condition, tags attached, unworn, and unaltered.
  • Inspection: Returns will be processed within 5 business days of receiving and inspecting the returned item.
  • Non-accepted Returns: Items not meeting the return criteria, without an RA# or non-returnable items will not be accepted and will be shipped back at your expense.
  • Accepted Returns: You will receive an email confirming your return was accepted and information about your refund.
  • Refunds: Accepted refunds will be issued in US Dollars per the stated return policy. We are not responsible for currency exchange rates.
  • Refund Amount: Credits are processed for the original cost of the merchandise plus tax minus the cost of the prepaid return shipping label. Initial shipping and handling fees will not be refunded.

 

Defective or Incorrect Merchandise

  • Notification: Contact us within 2 days of delivery to request a return for defective or incorrect items.
  • Return Process: Follow the same return process as outlined above.
  • Inspection: We will inspect the returned item and approve a refund if the item is found defective or incorrect.
  • Non-qualifying Returns: Items found to be correct or non-defective will be returned at your expense.

Damaged or Lost Merchandise

Damaged Items:

  • Immediate Action: Refuse delivery if the product arrives visibly damaged. If accepted, document the damage with the delivery person.
  • Notification: Contact us within 2 business days of receipt. Provide a damage report, invoice number, item code, carrier tracking number, and dated photos of the damage.
  • Carrier Claim: We will file a claim with the carrier and follow their process for verification.
  • Inspection: During a damage claim, photo documentation will be required and a physical inspection at a UPS-approved location may be needed as well.
  • Claims: Claims will be processed within 5 -7 business days of inspection, and you will receive follow-up instructions for a refund, if the claim is approved.

Lost Items:

  • Contact Us: Contact us if your package does not arrive within the expected delivery window.
  • UPS Search: We will work with UPS to locate the package.
  • Resolution: If the package cannot be found, we will determine whether to issue a refund.

Cancellation Policy

Wedding Gowns:

  • Cancellation Window: We do not accept cancellations on orders placed and already shipped. You must cancel immediately after placing your order if needed.

Special Orders: We do not accept cancellations for special orders or rush cut orders.

Other Merchandise: We do not accept cancellations for non-bridal merchandise, including veils, gloves, bridesmaid dresses, accessories, and more.

To Cancel an Item

  • Request: Contact Us immediately after placing your order, including your name, contact information, invoice number, item number, item description, and reason for cancellation.
  • Processing: If your order has not been shipped yet, cancellations will be processed within 5 days of receiving your request.
  • Confirmation: You will receive an email confirmation once your refund has been processed.

For any questions or concerns, please contact us directly.

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