We want you to love your gown. Because our gowns are made to order — and many are sewn to your individual measurements — our return policy is different from a standard retail store. Please read it carefully before ordering. We’re a small, family-run brand and our reputation means everything to us, so if something goes wrong, please reach out — we’ve never left a bride without a solution.

Cancellations

• Within 96 hours of ordering — free cancellation and a full refund.
• After 96 hours — you can still cancel before production begins and receive a full refund. Once production has started, the order can no longer be cancelled.
• Rush orders — once rush production has begun, the order is non-refundable (as with made-to-measure gowns).

Standard-size gowns — returns

Gowns ordered in a standard size may be returned within 7 days of delivery, provided they are unworn, undamaged, and returned with the original security seal/tag intact. Please request your return first (see below) before sending anything back.

Made-to-measure gowns — non-returnable

Gowns sewn to your own measurements are made uniquely for you and cannot be returned or exchanged, except where the gown arrives damaged, defective, or is not what you ordered.

Damaged, defective, or incorrect items

We inspect every gown before it ships and send you photos of your finished gown before dispatch. If your item still arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@lilymarksbridal.com with your order number and clear photos. If we confirm the fault, we will repair, remake, or refund it at our discretion and cover return shipping.

Where to return

Once your return is approved, we’ll confirm the correct return address for your region. Returns from within Europe go to our German returns address (Alte Spexarder Str. 23, 33335 Gütersloh, Germany); for other regions, including the United States, we provide the return address when we approve your return. A $100 logistics fee applies to cover return handling. Please don’t send anything back before your return is approved and we’ve confirmed the address.

Non-returnable items

• Made-to-measure gowns and gowns with agreed design changes.
• Items that have been worn, washed, altered, or damaged after delivery.
• Items returned without the original security seal/tag intact.
• Sale or clearance items marked “final sale”.
• Accessories such as veils and undergarments, for hygiene reasons.

Refused or unclaimed parcels

If a parcel is refused or goes unclaimed and cannot be returned to us, the order is treated as completed and is not eligible for a refund. Please make sure you can receive your parcel before ordering.

Alterations

Minor local alterations are a normal part of bridal tailoring and should be done by a trusted local seamstress at your own cost — we do not carry out in-house alterations or accept gowns back for adjustment.

How to request a return

Email hello@lilymarksbridal.com with your order number and reason before sending anything back. Returns sent without prior authorisation may not be accepted.

Refunds

Once we receive your returned gown and confirm its security seal/tag is intact and the gown is in its original condition, we issue your refund to the original payment method via Stripe, less the $100 logistics fee. Depending on your bank, it may take a few extra days for the refund to appear. The logistics fee is waived where the gown was faulty.

Contact

Questions about a return? Email us at hello@lilymarksbridal.com and we’ll help.