RETURNS & REFUNDS
1. WEDDING DRESSES (includes: FORMAL DRESSES/FLOWER GIRL DRESSES)
OVERVIEW
Our dresses are all made to order, it means that from the moment of the order confirmation, a production process is starting: from sourcing fabrics and materials, pattern creation, cutting and sewing, fittings and alterations, embellishments and details, finishing touches, quality control packaging and delivery.
A. Standard size and Custom size Dress
Returns are accepted within 14 days of receiving the package if you are not satisfied and under the following circumstances:
• If you need to return a standard size or custom size dress, we will issue a refund with a charge of 25% of the item cost for materials, restocking and handling fee.
• Item Condition: the Item must be in unworn, unused, in re-saleable condition, tags attached and with the original product packaging to be eligible.
• Shipping costs: shipping costs are non-refundable.
• Return costs: free postage fee for the UK only (we will send a return label).
• Items damaged: items damaged or soiled when in the buyer's possession are not eligible for returns.
• Frame time to send the item back: must be within 3 working days after receiving our approval, otherwise a charge will be applied
B. Order Cancelation
• In a case of cancellation within the initial 2 days, we will issue a refund with a charge of 2.8% - 3.5% of the item cost for non refundable transaction fee.
• If the buyer cancels after production's begun (2 days), we'll deduct 30% - 50% of the item cost.
• After shipping the item, cancelations will not be accepted.
2. EVERYTHING ELSE
• General Items (not wedding dresses) purchased from phrata.com are eligible for a refund if the return request and sending back the item is in within 14 days of
receiving the package.
• Customers located outside the UK will be responsible for the return shipping cost, unless we ship you an incorrect item.
• The Phrata.com ("We") will only accept returns of items purchased only via phrata.com we cannot accept returns on items that were purchased elsewhere.
The request to return and sending the item to Phrata.com, must be not more than 14 days from the delivery date, un used/ un worn, in re-saleable condition, tags
attached and with the original product packaging.
Items returned to us that don’t meet these standards will be returned to the customer with no refund.
The Phrata.com reserves the exclusive right of final judgment to determine whether an item meets the aforementioned standards.
• Original shipping fees are non-refundable.
• Items returned in acceptable condition and was sent less than 14 days after the delivery date will be credited at item price to the original form of payment (including
any tax, but not including shipping).
• All other returns will not be accepted, and will be returned to the customer.
• If for any reason there are quality issues with your items please contact us within 14 days of your purchase.
• swimsuit must be tried on over underwear or other similar clothing. Any evidence against this policy will result in a refusal of your return.
• Legg wear, including socks & tights can be fully refunded within 14 days if unused and unopened.
• Items purchased on "sale" or "final offer" can only be exchanged for Phrata.com credit. To receive credit for items purchased on final offer,
the items must be returned within 14 days. Otherwise, they will be returned back to you.
• We will reserves the right to make final judgment on all returns and exchanges.
• Fine Jewelry returns Items (not made to order) - purchased from phrata.com are eligible for a full refund or exchange
within 14 days of the shipping date. Items must be unworn and, in the state that you received them.
THE PROCESS
To return an item/items, please take the following steps:
1) Contact us to request a return, the request cannot be processed without the “Order Number” or "Full Name”.
2) Once your return approved, you will receive a return address (or a free return label only for customers in the UK).
3) With the return label attached. go to the near post office and drop off the package with the item (including tags attached and the original packaging).
• Please note: we are not responsible for lost packages.
• We will notify you by e-mail once the return has been received and processed.
• It can take up to 3 - 5 business days for the funds to credit back to your payment method once our finance department process the refund.
• If your refund not be processed within the 5 business days, please send us the information so that we can investigate further.