Return Policy

At Annakoo, owned and operated by Suzhou Zhoumingfei E-commerce Co., Ltd., your satisfaction is our priority. Because our gowns are handcrafted and Made-to-Order, we encourage you to inspect your item immediately upon arrival.

1. 14-Day Return Window

In accordance with global consumer standards, you have 14 days from the date of delivery to initiate a return request. To start the process, please contact us at info@annakoo.com with your order number and clear photographs of the item.

2. Return Conditions

To be eligible for a refund or exchange, items must be:

• In their original, unworn, unwashed, and unaltered condition.

• Free of lint, hair, or odors, with all original tags still attached.

• Accompanied by a "Product Return Form" provided by our customer service team.

3. Custom-Made & Personalized Items

As each dress is specifically tailored to your measurements, personalized and custom-sized items cannot be returned or exchanged unless they arrive with a clear manufacturing defect or were mis-shipped.

4. Sizing & Fit

• Tailoring Margin: Since our gowns are hand-sewn, please allow for a manual measurement margin of up to 1 inch (3cm).

• Local Adjustments: If a standard-size dress deviates by more than one inch, we may offer a partial reimbursement (up to 40% of the product price) for you to seek a local tailor's assistance.

5. Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, you are entitled to a full refund. If the damage occurred during shipping, please obtain "Proof of Damage" documentation from the carrier (DHL, FedEx, or UPS) to include with your return.

6. Cancellation Policy

Orders are processed quickly in our Suzhou studio.

• Within 12 Hours: 90% product refund + 100% shipping refund.

• 12–24 Hours: 80% product refund + 100% shipping refund.

• 24–48 Hours: 50% product refund + 100% shipping refund.

• After 48 Hours (Pre-shipment): Full shipping refund only.

• After Shipment: Orders cannot be canceled once they have left our facility.

7. Return Process & Address

Once your return is approved, we will provide you with the return address for our center in Suzhou, China.

• Shipping Costs: Customers are responsible for all return shipping costs.

• Refund Timeline: After inspection, refunds are processed within 10–15 business days back to your original payment method (PayPal, Visa, etc.).