Return Policy

At Queenala, every gown is handcrafted specifically for each customer. As all pieces are custom-made, returns and exchanges are only accepted when there is a verified quality defect or an error on our part.

Order Cancellation Policy

  • Unpaid Orders: Not processed and automatically voided.

  • Within 24 Hours of Payment: Eligible for a full refund.

  • 24–72 Hours After Payment: Eligible for 50% item refund + full shipping refund.

  • 72–120 Hours After Payment: Eligible for 30% item refund + full shipping refund.

  • Beyond 120 Hours: Only the shipping fee may be refunded.

  • After Dispatch: Cancellations are no longer possible.

Adjusting Your Order

Size, color, or style modifications must be requested within 24 hours of payment.
After this window, no changes can be applied due to the custom production process.

Return & Exchange Eligibility

Returns may only be approved when:

  • The gown contains a substantial quality flaw.

  • The wrong dress was delivered due to a processing error (incorrect size, color, or design).

Returns are not accepted for:

  • Customer-selected sizing errors

  • Slight differences caused by handcrafting

  • Custom or special-order garments

Return Procedure

If you believe your dress qualifies for a return:

  1. Notify us within 2 days of receiving the item.

  2. Include detailed photos to support your claim.

  3. Ship the dress back within 7–15 days, in unworn and original condition.

Once the issue is confirmed, we will arrange a refund or replacement.