Return & Refund Policy

We want you to feel confident when ordering your dress. Because most of our gowns are carefully made to order, please review the following policy before placing your order.

Our Made to Order Policy

At Annakoo, most of our dresses are Made to Order. This means that after an order is confirmed, our team begins preparing materials and tailoring the dress specifically for that order. The production process may include fabric preparation, cutting, sewing, embellishment and finishing.

Because these dresses are prepared specifically for individual orders, we cannot normally accept returns or exchanges simply because a customer changes their mind or selects an incorrect size, color, style or customization option.

We strongly recommend reviewing the product details, size chart, color information and customization options carefully before placing an order. If you are unsure about sizing or color, please contact our customer service team before ordering.

1. 14 Day Return Request Period

If you believe that you have received a defective, damaged or incorrect item, please contact us within 14 days of delivery.

Please email info@annakoo.com with your order number and clear photographs showing the issue. For certain concerns, we may also ask for additional photographs, measurements or other information so that our team can properly review the situation.

Returns should not be shipped back before receiving instructions from our customer service team.

2. When We Accept a Return

We may accept a return or provide another appropriate solution when an item:

• Has a clear manufacturing defect.
• Is materially different from the ordered design.
• Is the wrong item or the wrong size due to an error on our side.
• Arrives damaged as a result of shipping.

If an item is confirmed to have a manufacturing defect or our fulfillment error, we will work with you to determine the appropriate solution, which may include a replacement, repair or refund.

3. Orders Made Incorrectly by the Customer

Because most Annakoo dresses are Made to Order, we are unable to accept returns or exchanges when the dress was correctly made according to the information provided by the customer but the customer selected the wrong option.

This includes, but is not limited to:

• Choosing the wrong size.
• Providing incorrect body measurements.
• Selecting the wrong color.
• Selecting the wrong style or design option.
• Providing incorrect customization information.
• Changing your mind after production has begun.
• Deciding that the dress is different from your personal expectation after receiving a correctly made item.
• Ordering a dress for an event and later deciding that the dress is no longer needed.

For example, if a Made to Order dress is produced according to the size, color and customization information submitted with the order, the item is not considered defective simply because the customer later decides that another size, color or style would have been preferable.

Please check your order details carefully before completing payment. If you are uncertain about which size or option to choose, our customer service team is available to assist you before production begins.

4. Sizing & Fit

Our dresses are carefully tailored, but handmade garments may have minor measurement variations. A small difference in measurements does not automatically mean that a dress is defective.

For standard size orders, customers are responsible for selecting the appropriate size based on the size information provided on the product page.

For custom size orders, customers are responsible for providing accurate measurements. If incorrect measurements are supplied by the customer, any resulting fit issue is considered a customer measurement issue rather than a manufacturing defect.

We recommend having measurements taken carefully, preferably with assistance from another person or a professional tailor.

5. Custom Size & Personalized Dresses

Custom sized, personalized and specially customized dresses are made specifically according to the information provided by the customer.

These orders are not eligible for return or exchange due to customer preference, incorrect measurements, incorrect selections or a change of mind.

If a custom dress has a confirmed manufacturing defect or was made materially different from the approved order details, please contact us within 14 days of delivery so that we can review the issue and determine an appropriate solution.

6. Defective, Damaged or Incorrect Items

If your package arrives damaged, please inspect the item as soon as possible after delivery.

If the dress has a clear manufacturing defect, is materially different from your order, or you received the wrong item, please contact us within 14 days of delivery.

Please provide:

• Your order number.
• Clear photographs of the dress.
• Clear photographs showing the specific problem.
• Photographs of the shipping package when damage occurred during transit, if available.

Our team will review the information and may request additional details before approving a return, replacement or refund.

7. Items That Cannot Be Returned

Unless an item has a confirmed manufacturing defect or fulfillment error, the following orders are generally not eligible for return or exchange:

• Made to Order dresses that were correctly produced according to the customer's order.
• Custom size dresses.
• Personalized dresses.
• Dresses with customer requested modifications.
• Items returned because the customer selected the wrong size, color or style.
• Items returned because the customer changed their mind.
• Items that have been worn, washed, altered or damaged after delivery.
• Items with missing tags or signs of use.

8. Return Condition

When a return is approved, the item must be returned in its original condition unless our customer service team provides different instructions.

• The dress must be unworn.
• The dress must not have been washed or dry cleaned.
• The dress must not have been altered by a local tailor or another service provider.
• Original tags and accessories should remain attached where applicable.
• The dress must not have perfume, makeup, stains, pet hair or other signs of use.

Returns that do not meet the required conditions may be refused or may receive a reduced refund where permitted by applicable law.

9. Return Authorization & Shipping

Please do not send a dress back without first contacting us and receiving return instructions.

Once a return has been approved, our customer service team will provide the appropriate return address and instructions.

If the return is required because of a confirmed manufacturing defect, incorrect item or fulfillment error on our side, we will discuss the available return or replacement arrangements with you.

If a return is approved for another reason where applicable, the customer may be responsible for return shipping costs.

10. Refunds

After an approved return is received and inspected, we will notify you of the result.

If a refund is approved, the refund will normally be issued to the original payment method. Processing time may vary depending on the payment provider or financial institution.

Shipping charges are generally non refundable unless the return is caused by a confirmed error or defect on our side.

11. Order Cancellation

Because production for Made to Order dresses may begin shortly after an order is confirmed, cancellation requests are subject to our separate Order Cancellation Policy.

If you need to change or cancel an order, please contact us as soon as possible after placing the order. Once production has progressed or the order has entered a later stage of preparation, cancellation may no longer be available.

For detailed cancellation timeframes and applicable refunds, please refer to our Order Cancellation Policy.

We're Here to Help

If you have questions about sizing, measurements, colors, customization or a return request, please contact our customer service team before sending anything back.

Email: info@annakoo.com