Return Policy
Shadi Dress sells two different kinds of product, and the rules are not the same for both. Bridal wear and groom wear are made to your measurements after the order is placed. Wedding guest outfits are branded articles stitched by our team and dispatched within days. Nothing is held on a shelf as a finished garment, which is why cancellation windows are short and the review of your order happens before dispatch rather than after delivery.
Payment is taken in full before production begins, so check your measurements, your event date and your customization notes carefully before you confirm. Our size guide shows how each measurement should be taken, and the delivery information page covers timelines and shipping charges.
Returns and Exchanges
Shadi Dress does not accept returns or exchanges on any product after delivery. This applies to bridal wear, Nikkah outfits, groom wear and wedding guest outfits alike, because every item is produced or stitched for one customer and cannot be resold. No product is sent back to us, so no return window applies, there is no return shipping charge and there is no restocking fee. An order can still be cancelled before dispatch, and the windows and deductions for that are set out below.
Policy at a Glance
| Order type | Cancel soon after ordering | Cancel later, before dispatch | After dispatch |
|---|---|---|---|
| Bridal, Nikkah and groom wear | Within 24 hours of the order: full refund | 35% of the amount paid is deducted | No returns, refunds or exchanges |
| Wedding guest outfits | Within 12 hours of the order: full refund | 35% of the amount paid is deducted | Final sale. No returns, refunds or exchanges |
Cancelling an Order
Bridal, Nikkah and groom wear
Cancel within 24 hours of placing the order and you receive a full refund of everything paid. After that point the fabric has usually been dyed and the pattern work has started, so a cancellation made later, but before dispatch, carries a deduction of 35% of the amount paid. Once the order has been dispatched, it cannot be cancelled.
Send the request by email to [email protected] with your order number and the date you ordered. Message the same request on WhatsApp so it reaches the production team quickly, since the deduction is calculated from the time your written request arrives.
Wedding guest outfits
These orders move faster. Stitching begins soon after the order is received and our normal dispatch target is within five calendar days. Cancel within 12 hours of placing the order and the full amount is refunded. A cancellation after 12 hours but before dispatch carries a deduction of 35% of the amount paid. Once the parcel has left us, the order cannot be cancelled.
Custom Bridal and Groom Wear
Bridal dresses, Nikkah dresses and groom sherwanis are made to measure. Nothing is picked off a rail. Your outfit is cut, embroidered and finished to your measurements and your approved design, which is why every opportunity to review it comes before the parcel is sealed.
What you can ask for before dispatch
You stay in contact with us from the day you order until the day the parcel leaves, on WhatsApp or by email. From the first sketch on paper to the finished garment, you can ask for close-up videos at any stage, send your feedback and request changes that are still feasible at that point in production. Fabric details, progress photographs and an embroidery sample or patch are available on request.
Before the order ships, ask for the complete final video. Watch it carefully. If a detail needs adjusting, tell us at that stage and we will make the change where it is workable. Every custom order also passes a stage-by-stage internal check covering measurements, stitching, embroidery, color, included pieces, finishing and packaging.
After delivery
A delivered custom order cannot be returned, refunded or exchanged. The garment exists in one size and one specification, and it cannot be resold or reissued to another customer. No alteration is carried out after delivery. Anything you want changed should be raised while the order is still with us, which is the purpose of the review stages above.
Wedding Guest Outfits
Our wedding guest outfits are branded Pakistani articles stitched to a standard size or to the measurements you send us. Once dispatched, they are final sale.
A complete pre-shipment video is available on request, and it is worth asking for. It is not sent automatically. The video lets you check the article, the stitching, the measurements, the style and the included pieces before the parcel is sealed, and feasible corrections can be requested at that point. Request it when you place the order if you would like this review step.
Sizing is the one decision worth slowing down for, because an outfit cannot be swapped for another size later. If you fall between two standard sizes, send custom measurements instead of choosing a size. Take them against the size guide and message us on WhatsApp if any measurement is unclear before you submit it.
What We Do Not Treat as a Fault
We aim to represent colors accurately. A slight difference may appear because of photography, lighting or individual screen settings.
Embroidery on these garments is worked by hand, so small variations in motif detail and placement occur from one piece to the next. Where a design has to sit correctly on your height and measurements, our team may adjust or reposition certain embroidery elements so the proportion works on the finished garment. Variation of this kind belongs to handworked production and is not a defect.
Fit preference is separate from fit accuracy. A garment stitched to the measurements you confirmed is not treated as faulty because a different fit is preferred later.
If a Piece Is Missing From Your Parcel
Report a missing piece within 48 hours of delivery. The claim must be supported by an unboxing video that meets all of these conditions:
- Recording starts with the parcel still sealed
- One continuous, unedited recording
- The courier label is clearly visible
- The opening process and every included piece are visible
Once the claim is verified against your order, we prepare and dispatch the missing piece within seven business days and we pay the shipping. Nothing is returned to us for this claim. If customs duties or import taxes are charged on the replacement shipment, the recipient may need to pay them initially. The recipient can then request reimbursement from Shadi Dress by providing the courier or customs invoice and proof of payment. Shadi Dress will reimburse the verified amount.
If the Parcel Arrives Damaged
Do not accept a parcel that is visibly damaged at delivery. Photograph or record it where you can, keep the courier label visible in the footage, and contact us immediately so the case can be raised with the courier while the record is still open. We will guide you from there based on what the courier reports.
Refund Method and Processing Time
Refunds of order payments under this section arise from approved cancellations made before dispatch. Customs-duty reimbursements are handled separately under the Customs and Import Charges policy below.
They are issued to the original payment method used for the order, whether that was PayPal, a card payment or a bank transfer. Processing takes up to 15 business days from the date the cancellation is approved. Your bank or card issuer may take a few further days to post the credit, which sits outside our control.
Customs and Import Charges
Customs duties and import taxes may be requested by the courier or customs authority when your order enters the USA. The recipient may need to pay these charges directly to receive the shipment.
However, you can request reimbursement from Shadi Dress after payment. Simply contact us with the courier or customs invoice and proof of payment, such as a receipt or payment confirmation. Once verified, Shadi Dress will reimburse the full verified amount paid.
As a general guide, customs charges may be approximately $25 for wedding guest outfits and $30 for bridal outfits. These are estimates, not fixed charges or reimbursement limits. The actual amount is determined by the courier or customs authority, so we cannot guarantee duty-free delivery.
How to Reach Us
Send your order number and a short description of the issue to [email protected], or message us on WhatsApp at +1 (217) 386-5282. You can also call +1 (202) 910-1904 or use the contact page. WhatsApp is usually the fastest channel. Messages can be sent at any time, though that does not mean live support around the clock.
Frequently Asked Questions
Can I cancel a bridal order after placing it?
Yes, within 24 hours of ordering, and the full amount is refunded. After 24 hours the fabric is usually dyed and pattern work has started, so a cancellation before dispatch carries a 35% deduction. After dispatch the order cannot be cancelled.
Can I return a bridal dress after delivery if I change my mind?
No. The dress is made to your measurements and your approved design, so it cannot be resold or reissued. Use the video and feedback stages during production to raise anything you want changed, including the final video before dispatch.
Do you offer exchanges?
No. Alternative sizes, colors and designs are not held in stock, so nothing can be swapped after delivery. Send custom measurements at the ordering stage if you are between standard sizes.
What if the color looks slightly different from the photographs?
Differences caused by photography, lighting or screen settings are normal and are not treated as a fault. Ask for close-up fabric videos during production if the exact shade matters to your event styling.
How long does a refund take to reach me?
Approved refunds are processed within 15 business days to the original payment method, after which your bank or card issuer may take a little longer to show the credit.
Who pays customs charges?
The recipient may need to pay customs duties or import taxes directly to the courier or customs authority. However, you can request reimbursement from Shadi Dress after payment. Simply provide the relevant invoice and proof of payment. We will reimburse the full verified amount paid. This also applies to customs charges on replacement shipments sent after a verified missing-piece claim.