Refund policy
Effective Date: December 1, 2025
By placing an order with us, you acknowledge and agree to the following terms:
Purchases
The following apply to all purchase orders
Final Sale Items
The following items are final sale and cannot be cancelled, returned, or exchanged after 24 hours of order placement:
- Orders with customizations (any changes to fabric, design, silhouette, length, neckline, sleeves, closures, embellishments, or other specifications beyond standard made-to-measure sizing)
- All customization fees and rush order fees
All Other Items
Order Cancellations
Order cancellations only apply to purchase orders that have not yet been shipped to the customer.
Within 24 Hours:
You may cancel your order for a full refund within 24 hours of purchase. You must email us within 24 hours of ordering: support@therealbrideco.com to cancel your order.
After 24 Hours:
You may cancel your order for a 50% refund, excluding any rush order and/or customization fees. As all items are made to order, this policy helps offset some of the costs incurred from the initiation of production for your cancelled piece[s]. You must email us as at support@therealbrideco.com to cancel your order.
Order Changes
We understand that plans can change, and we’re here to help where possible.
Before Production:
If your request is received before production begins, we’re happy to accommodate changes to your order. This may incur additional cost. Please email support@therealbrideco.com to make adjustments.
Once Production Has Started:
Changes may still be possible, but they will incur additional fees based on the adjustment required and the progress of production. Any changes will also delay timelines and null the 5-month delivery guarantee. You will be advised of any delays before change is initiated.
After Production Is Complete:
Once your order has been produced, no further changes can be made. You have the option to cancel your order for a 50% refund, excluding any customization or rush order fees.
Refunds for Faults on Our Part:
Notification Window:
You have 10 business days from the delivery date (the date the carrier marks the package as delivered) to notify us of any issues, such as quality defects, craftsmanship flaws, or significant measurement discrepancies.
We will ask that you send pictures of any defects or flaws in delivered items. You must email us at support@therealbrideco.com to request a refund.
What Qualifies as a Defect:
A damaged/defective/incorrect item includes pieces which arrive from our manufacturer with:
- Rips or tears in the fabric
- Missing beads or embellishments
- Stitching coming undone
- Zipper malfunction
- Incorrect size or measurements exceeding ±0.5 inches from your provided measurements (manufacturer error only)
- Color or fabric not as described
- Other feature(s) that make the dress unwearable or significantly less functional than it should be
An incorrect size or measurement is defined as any deviation exceeding ±0.5 inches from the provided measurements or the applicable size chart, excluding intentional, design-specific fit deviations as outlined in the "Made-to-Measure" section of our Terms of Service.
Resolution:
We will work with you to resolve these concerns and provide a resolution. Options include repairs, alterations, or a replacement. If a resolution isn’t feasible, we will issue a full refund upon receipt of the unworn, unaltered garment. The Real Bride will cover return shipping costs.
Refunds for Change of Mind:
If you request a refund but your product does not have flaws or defects as defined above, you may return it within 30 days of delivery date (the date the carrier marks the package as delivered) for a refund of 50% of the purchase price, excluding any customization or rush order fees. After 30 days, your product is no longer eligible for a refund.
Customized items (as defined in our Terms of Service) are final sale and cannot be returned for change of mind. This policy applies only to standard or made-to-measure items without customizations.
You must email us at support@therealbrideco.com for a refund request. We will not accept returns without prior approval.
Returns for "change of mind" must meet the following conditions:
- The item must be unworn and unaltered.
- All tags must still be attached, and all packaging included in the return
- The item must not have been laundered.
- The customer is responsible for return shipping costs.
Items returned without meeting these requirements will not be refunded and will be returned to you at your expense.
Exchanges
Since every piece is handmade to order, we are unable to offer exchanges.
Return Authorization Process
All returns require prior authorization. Returns sent without authorization will be refused and returned to sender at your expense.
How to Request Return Authorization:
- Email support@therealbrideco.com within the applicable return window with:
- Your order number
- Reason for return
- Photos (if claiming defect)
- We will respond within 2-3 business days with:
- Return authorization approval or denial
- Return instructions and return address
- Ship your return within 7 days of receiving authorization using a trackable method.
- Email us the tracking number once shipped
Returns that do not follow this process will not be accepted.
Refund Processing Time
Once we receive and inspect your returned item, we will process your refund within 10-14 business days.
For orders paid with Affirm or other financing: Refunds may take an additional 5-7 business days to process through the financing provider and appear in your account.
For orders paid with credit/debit card: Please allow 5-7 business days after we process the refund for it to appear in your account, depending on your financial institution.
You will receive an email confirmation once your refund has been processed.
Try Ons
The following apply to all Try On orders
Try On Cancellations:
You may cancel your Try On reservation up to 6 days before your scheduled start date for a full refund. After that window, cancellations are no longer possible because the item has been processed for shipment.
To cancel, email us at support@therealbrideco.com with your order #.
No Refunds or Exchanges:
All Try On fees are non-refundable after the 6 day cancellation period and are not eligible for exchange. These fees cover the costs of shipping, garment preparation, cleaning, and packaging associated with providing the Try On experience. You are not purchasing, leasing, or renting the item, nor are you paying for the right to use it.
Important Disclaimers for All Orders
Handmade Variances:
Each piece is crafted by hand, so minor variations in fit, fabric, or color may occur. These variations are part of the beauty of handmade pieces and do not constitute defects.
Made-to-Measure Disclaimers:
All made-to-measure garments are made based on the measurements you provide. Full refunds or adjustments for fit issues caused by incorrect measurements submitted by the customer will not be granted. We strongly recommend having your measurements taken by a professional tailor or seamstress.
For full details, please review the Terms of Service.
Perfect fit not guaranteed:
While we construct each garment based on the measurements you provide, the remote nature of our made-to-measure process and the limited number of measurements collected, as compared to the in-person, full-body measurement process and multi-stage fitting model used in bespoke garment construction, means that a perfect fit cannot be guaranteed.
You acknowledge and agree that additional tailoring may be necessary after delivery to achieve your desired fit. The need for tailoring does not constitute a defect, production error, or fit issue, and any tailoring costs are the sole responsibility of the customer.
Customer Responsibility:
It is the customer’s responsibility to provide accurate measurements and review all customization details before production begins.
It is also the customer's responsibility to schedule Try Ons for dates when they will be available for the full 3-day try-on period and to monitor delivery tracking to ensure they can try on and return items within the required timeframe.
Contact Us
Questions about returns or refunds?
Email: support@therealbrideco.com
Hours: 9AM–5PM MT, Monday–Friday
